Key Benefits
- One support contract and one invoice for either your VMware Fusion or VMware Workstation Software Product Licenses at your Site*
- All Support and Subscription contracts renew at the same time
- Unlimited calls and software subscription included
- You can add VMware software product licenses for the same product to your Site and they will be automatically covered during the period of your support contract
- Online access to documentation and technical resources, Knowledge Base articles and discussion forums
Overview
VMware offers technical support for VMware Workstation and VMware Fusion products on a site support basis for customers that have 50 or more product licenses of either product. Site support allows customers to aggregate all of their support contracts for either Fusion or Workstation into a single contract. All product licenses covered on a per Site basis will be covered with business hours support. You will benefit by receiving only one invoice; renewing only one contract on one date; and receiving all Updates and Upgrades free-of-charge.
| Feature | Site Support |
|---|---|
| Hours of Operation | 12 Hours/Day Monday–Friday |
| Length of Service | Valid for one year after purchase |
| Product Updates | Included |
| Product Upgrades | Included |
| Products Supported | Fusion or Workstation Only |
| Method of Access | Web and Phone |
| Response Method | Phone and Email |
| Access to VMware Web Site | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Max Number of Support Admins per Contract | 4 |
| Number of Support Requests | Unlimited |
| Target Response Times
Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
4 business hours 8 business hours 12 business hours 12 business hours |
| Business Hours
North America and Latin America Alaska, Hawaii South America (NASA) Europe, Middle East, Africa (EMEA) Asia Pacific, 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) 6 a.m. to 6 p.m. (EST) 7 a.m. to 7 p.m. (GMT) 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 or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Guide.
