Focused, 24-Hour Support For Software as a Service Products
Next Steps
- Global, 24x7 support for Severity 1 issues
- SaaS Performance Dashboard for service interruptions and maintenance notifications
- Fast response times for critical issues
- 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 Production 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 product 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 Production SNS |
|---|---|
| Hours of Operation | 24 Hours/Day
7 Days/Week 365 Days/Year |
| Length of Service | 1, 2 or 3 Years
|
| SaaS Updates 1 | Yes |
| Product(s) Supported | VMware Horizon Application Manager
VMware IT Business Management VMware IT Financial Management |
| Method of Access | Telephone/Web |
| Response Method | Telephone/Email |
| Remote Support | Yes |
| Access to VMware Web Site | Yes |
| Access to VMware SaaS Performance Dashboard
|
Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Max Number of Technical Contacts per Contract | 6** |
| Number of Support Requests | Unlimited |
| Target Response Times
Critical (SaaS Severity 1) 3 Major (SaaS Severity 2) Minor (SaaS Severity 3) Cosmetic (SaaS 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) |
1"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.
2 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.
3SaaS Severity Definitions can be found at SaaS Support Policies.
