VMware

Weekday Global Support for SaaS Deployments

Next Steps

    • Global, 12x5 access to support
    • 24x7 for SaaS Severity 1 issues
    • Service Performance Dashboard for service interruptions and maintenance notifications 1
    • Unlimited number of support requests
    • Remote Support
    • Online access to documentation and technical resources, knowledge base, discussion forums
    • SaaS updates

      Overview

      VMware Software as a Service Basic Support is designed with your access to SaaS products in mind. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success. Our global support centers are staffed around the clock to ensure you have access to the products from your web browser anywhere the Internet is available. VMware handles software deployment and maintenance, allowing you to focus on running your business.

      Feature  SaaS Basic SnS
      Hours of Operation 12 Hours/Day
      Monday–Friday
      Length of Service 3 1, 2 or 3 Years
      SaaS Updates 4
      		Yes
      Products Supported

      VMware Go Pro
      VMware IT Business Management
      VMware IT Financial Management
      Socialcast Dedicated Cloud Platform
      Socialcast SaaS Platform
      Socialcast Town Hall Add On for SaaS or Dedicated Cloud Platform
      Method of Access 5
      		Telephone/Web
      Response Method Telephone/Email
      Remote Support Yes
      Access to VMware Web Site Yes
      Access to VMware SaaS Performance Dashboard 1
      		Yes
      Access to VMware Discussion Forums and Knowledge Base 1 Yes
      Max Number of Technical Contacts per Contract 6
      		4
      Number of Support Requests Unlimited
      Target Response Times 7
      Critical (Severity 1)
      Major (Severity 2)
      Minor (Severity 3)
      Cosmetic (Severity 4)
      1 hour or less: 24x7
      4 business hours
      8 business hours
      12 business hours
      Business Hours 8
      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)

      1  Where available
      3  Depends on SaaS Products, subject to Life Cycle Policies.
      4  "SaaS Update" means a subsequent release of the SaaS products, 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. For more details, see SaaS Support Policies.
      5  Email where Web access is not available for recently acquired products.
      6  You are required to establish and maintain a dedicated internal help desk for your employees and act as first-line support for SaaS product(s).  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(s), (iii) a diagnosis of problems or issues of the SaaS product(s), and (iv) a resolution of known problems or issues with the SaaS product(s) with the help of technical knowledge base articles, repositories and experience.  For more details, see SaaS Support Policies.
      7  SaaS Severity Definitions can be found at SaaS Support Policies.
      8  Hours of operation for VMware Go Pro are 7 a.m. to 7 p.m. (CST/CDT), except holidays.
      Hours of operation for Socialcast are 6 a. m. to 6 p. m. (PST/PDT).