Support from the Virtualization and Cloud Infrastructure Experts
As part of the VMware Services family, Global Support Services works in conjunction with VMware Consulting Services, VMware Education Services and VMware Certification Services to accelerate return on investments while mitigating risk. VMware employs the largest technical force dedicated to virtualization and specializes in the support of highly complex, varied, heterogeneous and mission-critical virtual and cloud computing environments.
The combination of VMware customer-proven virtualization and cloud infrastructure solutions, and world-class Global Support Services enables customers and partners to follow an evolutionary path to cloud computing. By preserving existing application and infrastructure investments while accelerating realized value from a cloud computing approach, customers can achieve efficiency through utilization and automation, agility with control, and freedom of choice. To meet the needs of organizations—large and small, global and regional—VMware offers the support options below.
|
|
| Feature |
Production |
Basic |
U.S. Federal |
Per Incident |
|
Hours of Operation
|
24 Hrs/Day
7 Days/Wk
365 Days/Yr
1 |
12 Hrs/Day
Mon–Fri
1 |
24 Hrs/Day
7 Days/Wk
365 Days/Yr
|
12 Hrs/Day
Mon–Fri
2 |
|
Length of Service
|
1 or 3 Years |
1 or 3 Years |
Depends on support contract purchased |
Valid for one year after purchase of the incidents |
|
Product Updates
|
Yes |
Yes |
Depends on support contract purchased |
Not Available |
|
Product Upgrades
|
Yes |
Yes |
Depends on support contract purchased |
Not Available |
|
Products Supported
|
All Products
|
All Products
|
Depends on support contract purchased |
VMware Workstation, Fusion, vSphere Hypervisor (ESXi), vSphere Essentials, ACE Starter Kit, and vCenter Converter Standalone |
|
Method of Access
|
Telephone/
Web |
Telephone/
Web |
Telephone/
Web |
Telephone/
Web |
|
Response Method
|
Telephone/
Email |
Telephone/
Email |
Depends on support contract purchased |
Telephone/
Email |
|
Remote Support
|
Yes |
Yes |
Depends on support contract purchased |
Not Available |
|
Root Cause Analysis
|
Available only with Business Critical or Mission Critical Offering |
Available only with Business Critical or Mission Critical Offering |
Available only with Business Critical or Mission Critical Offering |
Available only with Business Critical or Mission Critical Offering |
|
Access to VMware Web site
|
Yes |
Yes |
Yes |
Yes |
|
Access to VMware Discussion Forums and Knowledge Base
|
Yes |
Yes |
Yes |
Yes |
|
Max Number of Support Admins per Contract
|
6 |
4 |
Depends on support contract purchased |
Not Applicable |
|
Number of Support Requests
|
Unlimited |
Unlimited |
Depends on support contract purchased |
1, 3, or 5 Incidents |
1Hours of operation for Gemstone and Horizon Mirage are Monday - Friday, 8 a.m. to 5 p.m. (PST/PDT).
1Hours of operation for VMware Go Pro and vCenter Protect products are 7 a.m. to 7 p.m. (CST/CDT), except holidays.
1Hours of operation for Socialcast are 6 a.m. to 6 p.m. (PST/PDT).
2Hours of operation for Fusion are 6 a.m. to 6 p.m. (PST/PDT) globally.
|
|
|
| Feature |
Mission Critical |
Business Critical |
Production |
|
Hours of Operation
|
24 Hrs/Day
7 Days/Wk
365 Days/Yr |
24 Hrs/Day
7 Days/Wk
365 Days/Yr |
24 Hrs/Day
7 Days/Wk
365 Days/Yr |
|
Length of Service
|
1 or 3 Years |
1 or 3 Years |
1 or 3 Years |
|
Product Updates
|
Included with required Production Support and Subscription Service |
Included with required Production Support and Subscription Service |
Yes |
|
Product Upgrades
|
Included with required Production Support and Subscription Service |
Included with required Production Support and Subscription Service |
Yes |
|
Products Supported
|
All products (excluding VMware Fusion, VMware Workstation, VMware Player, Application Platform (vFabric), Zimbra, former Ionix products, SDK, SpringSource and recently acquired products). This list may be updated by VMware periodically. |
All products (excluding VMware Fusion, VMware Workstation, VMware Player, Application Platform (vFabric), Zimbra, former Ionix products, SDK, SpringSource and recently acquired products). This list may be updated by VMware periodically. |
All Products
(excluding
VMware Fusion and Player) |
|
Method of Access
|
Telephone/Web |
Telephone/Web |
Telephone/Web |
|
Response Method
|
Telephone/Email |
Telephone/Email |
Telephone/Email |
|
Remote Support
|
Yes |
Yes |
Yes |
|
Root Cause Analysis
|
Yes |
Yes |
No |
|
Onsite Support for Exceptional Escalations
|
Yes |
Not Available |
Not Available |
|
Max Number of Support Admins per Contract
|
Unlimited within contracted support region
1 |
Limited to 6 per BCS contract per support region
1 |
6 |
|
Number of Support Requests
|
Unlimited |
Unlimited |
Unlimited |
|
Direct Routing to Senior-level Engineers
|
Support Requests filed bypass Level One to a designated
priority support queue that is staffed by
Specialist Senior Support Engineers. |
Support Requests filed bypass Level One and will be routed to your assigned
Senior Support Team during local business hours and by a pool of senior level engineers during off hours. |
Not Available |
|
Point of Contact
|
Assigned
Account Manager and
Specialist Senior Support Engineers. |
Assigned
Senior Support Engineer |
Not Available |
|
Customer Support Plan
|
Yes |
Yes |
Not Available |
|
Support Review Meetings
|
Daily, Weekly or Monthly (As Desired) |
Monthly |
Not Available |
|
Customer Site Profile
|
Yes |
Yes |
Not Available |
|
Root Cause Analysis
|
Yes |
Yes |
Not Available |
|
Support for Migration and Updates
|
Yes |
Yes |
Not Available |
|
Quarterly Business Reviews
|
Yes |
Not Available |
Not Available |
|
Prerequisites
|
Requires
VMware Production Support in place for all VMware products to be covered and supported under VMware Mission Critical Support. One customer contact must be VCP certified. A
VMware TAM is required. |
Requires
VMware Production Support in place for all VMware products to be covered and supported under VMware Business Critical Support. One customer contact must be VCP certified. |
Not Applicable |
1Support Regions are defined as
- Region #1: The Americas (North, Central and South)
- Region #2: EMEA
- Region #3: APAC
|
|
|
| Feature |
Production |
Basic |
Per Incident |
|
Hours of Operation
|
24 Hrs/Day
7 Days/Wk
365 Days/Yr |
12 Hrs/Day
Mon–Fri |
12 Hrs/Day
Mon–Fri
1 |
|
Length of Service
|
1 or 3 Years |
1 or 3 Years |
Valid for one year after purchase of the incidents |
|
Product Updates
|
Yes |
Yes |
Not Available |
|
Product Upgrades
|
Yes |
Yes |
Not Available |
|
Products Supported
|
All Products
|
All Products
|
VMware Workstation, Fusion, Fusion Professional, vSphere Hypervisor (ESXi), vSphere Essentials,
ACE Starter Kit, and vCenter Converter Standalone |
|
Method of Access
|
Telephone/
Web |
Telephone/
Web |
Telephone/
Web |
|
Response Method
|
Telephone/
Email |
Telephone/
Email |
Telephone/
Email |
|
Remote Support
|
Yes |
Yes |
Not Available |
|
Access to VMware Web site
|
Yes |
Yes |
Yes |
|
Access to VMware Discussion Forums and Knowledge Base
|
Yes |
Yes |
Yes |
|
Max Number of Support Admins per Contract
|
6 |
4 |
Not Applicable |
|
Number of Support Requests
|
Unlimited |
Unlimited |
1, 3, or 5 Incidents |
|
|
|
| Feature |
vFabric Developer Support |
SDK Support Program for vSphere |
|
Hours of Operation
|
12 Hrs/Day
Mon–Fri |
12 Hrs/Day
Mon–Fri |
|
Length of Service
|
1 or 3 Years |
1 or 3 Years |
|
Product Updates
|
No |
No |
|
Product Upgrades
|
No |
No |
|
Products Supported
|
Supported technologies: Current versions of SpringSource Tool Suite, Spring, Groovy & Grails, RabbitMQ, VMware tc Server, VMware GemFire, VMware Hyperic, VMware ERS, Apache Tomcat/httpd/ActiveMQ,
and additional Apache products.
Please see below for a complete list of supported products/technologies.
Note: VMware may modify the list of supported technologies/products periodically |
Products for Administrators:
VMware vSphere PowerCLI
VMware vSphere Command Line Interface
VMware vSphere Management Assistant
Products for Software Developers:
VMware vSphere Web Services SDK
VMware vSphere SDK for Perl
VMware vSphere Guest SDK
VMware VIX API
VMware vCloud API
VMware vCloud SDK for Java
VMware ThinApp SDK
VMware Virtual Disk Development
VMware CIM SDK (SMASH – SMI-S)
VMware vSphere Client Plug-ins
VMware vCenter Orchestrator API (creation of custom plugins and workflows) |
|
Method of Access
|
Standard: Web
Premium: Telephone/Web |
Standard: Web
Premium: Web/Call Back By Appointment |
|
Response Method
|
Telephone/Email |
Standard: Email
Premium: Email/Call Back By Appointment |
|
Remote Support
|
Yes |
Yes |
|
Max Number of Support Admins per Contract
|
1 Named Contact |
1 Person Per Contract |
|
Number of Support Requests
|
Unlimited |
Unlimited |
|
Target Response Times for All Severities
|
Standard: 12 Business Hours
Premium: 4 Business Hours |
Standard: 2 Business Days; Email
Premium: 1 Business Day; Email/Call Back By Appointment |
|
Access to VMware Web site
|
Yes |
Yes |
|
Access to VMware Discussion Forums and Knowledge Base
|
Yes |
Yes |
|
Business Hours
|
6 a.m. to 6 p.m. local time |
North America & Latin America: 6 a.m. to 6 p.m. (local time)
Alaska, Hawaii: 6 a.m. to 6 p.m. (PST/PDT)
South America: 6 a.m. to 6 p.m. (EST/EDT)
Europe, Middle East, Africa (EMEA): 7 a.m. to 7 p.m. (GMT/GMT +1)
Asia Pacific, Japan (APJ): 8:30 a.m. to 8:30 p.m. (Singapore Time)
Australia/New Zealand: 7 a.m. to 7 p.m. (Sydney AET) |
Supported Products and Technologies
Supported Technologies:
- Spring (Spring Tool Suite and related Spring projects)
- Groovy/Grails
- Tomcat
- Apache HTTPD (and vFabric ERS)
- Apache ActiveMQ
- Apache technologies (other)
- WaveMaker
Supported Commercial Products:
NOTE: VMware may modify the list of supported technologies/products periodically.
Production Deployment
vFabric Developer Support does not cover licenses or support for running vFabric products in production. To run vFabric products in production, you must purchase commercial vFabric licenses and support. Packaging and pricing for vFabric products is available on the following pages:
|
|
|
| Feature |
SaaS Production |
SaaS Basic |
|
Hours of Operation
1
|
24 Hrs/Day
7 Days/Wk
365 Days/Yr
|
12 Hrs/Day
Mon-Fri
|
|
Length of Service
|
1 Year
|
1, 2 or 3 Years
|
|
Product Updates
|
Yes-SaaS Updates
2
|
Yes-SaaS Updates
2
|
|
Product Upgrades
|
No
|
No
|
|
Products Supported
|
VMware Horizon Application Manager
VMware IT Business Management
VMware IT Financial Management |
VMware Go
VMware IT Business Management
VMware IT Financial Management
Socialcast Dedicated Cloud Platform
Socialcast SaaS Platform
Socialcast Townhall Add On for SaaS or Dedicated Cloud Platform |
|
Method of Access
|
Telephone/Web
3
|
Telephone/Web
3
|
|
Response Method
|
Telephone/Email
|
Telephone/Email
|
|
Remote Support
|
Yes
|
Yes
|
|
Access to VMware Web site
|
Yes, and access to product SaaS Performance Dashboard
4
|
Yes, and access to product SaaS Performance Dashboard
4
|
|
Access to VMware Discussion Forums and Knowledge Base
|
Yes
|
Yes
|
|
Max Number of Support Admins per Contract
|
6
5
|
4
5
|
|
Number of Support Requests
|
Unlimited
|
Unlimited
|
1Hours of operation for VMware Go Pro are 7 a.m. to 7 p.m. (CST/CDT), except holidays.
1Hours of operation for Socialcast are 6 a. m. to 6 p. m. (PST/PDT).
2"SaaS Update" means a subsequent release of the SaaS product which VMware generally makes available for its SaaS customers with an active SaaS product’s license and support contract at no additional fee. SaaS Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates. SaaS Updates do not include any product release, option, service or other SaaS product that VMware licenses separately. For more details, see
SaaS Support Policies.
3Email where Web access is not available.
4Where available :
Horizon Application Manager,
Socialcast,
VMware Go
5You are required to establish and maintain an internal help desk for your employees and act as first-line support for the SaaS product. First-line support shall include, but not be limited to: (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the SaaS product, (ii) a direct response to users with respect to problems or issues with the SaaS product, (iii) a diagnosis of problems or issues of the SaaS product, and (iv) a resolution of known problems or issues with the SaaS product with the help of technical knowledge base articles. For more details, see
SaaS Support Policies.
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