Focused, 24-Hour Support For Production Environments
Next Steps
- Global, 24x7 support for Severity 1 issues
- Fast response times for critical issues
- Unlimited number of support requests
- Remote Support
- Online access to documentation and technical resources, knowledge base, discussion forums
- Product updates and upgrades
Overview
VMware Platinum Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.
| Feature | Platinum Support |
|---|---|
| Hours of Operation | 24 Hours/Day 7 Days/Week 365 Days/Year |
| Length of Service | 1, 2 or 3 Years |
| Product Updates | Yes |
| Product Upgrades | Yes |
| Products Supported | All Products
(excluding VMware Fusion and VMware Player) |
| Method of Access | Telephone/Web |
| Response Method | Telephone/Email |
| Remote Support | Yes |
| Access to VMware Web Site | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Max Number of Support Admins per Contract | 6 |
| Number of Support Requests | Unlimited |
| Onsite Support for Exceptional Escalations | Yes |
| Target Response Times
Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
30 minutes or less: 24x7 4 business hours 8 business hours 12 business hours |
| Business Hours
North America and Latin America Alaska, Hawaii South America (NASA) Europe, Middle East, Africa (EMEA) Asia, Pacific Rim, Japan (APJ) Australia/New Zealand |
Monday - Friday 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST/PDT) 6 a.m. to 6 p.m. (EST/EDT) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 7 a.m. to 7 p.m. (Sydney AET) |
Additional Information
Purchase information can be found by dialing one of VMware's toll free numbers and choosing the Sales Option or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Guide.
