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Advanced for 6 Processors Acceleration Kit Consolidation and availability solution bundle with central management at significant savings. |
Advanced with Training Acceleration Kit Consolidation and availability solution bundle with central management and training at significant savings. |
Enterprise for 6 Processors Acceleration Kit Enterprise cloud services solution bundle with central management at significant savings for 6 processors. |
Enterprise for 8 Processors Acceleration Kit Enterprise cloud services solution bundle with central management at significant savings for 8 processors. |
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" Quick response, fast reply, professional in depth response and follow up. I haven’t had this kind of quality technical support in years or from anyone else for that matter. Hands down, VMware support simply defines how software support should be provided! "
— Ray Panahon, Manager, Technical Operations, ReelzChannel
Support Offerings
VMware offers access to the world's largest virtualization support organization with the most experience supporting critical applications in a virtual infrastructure.
Along with our excellent self-service web-based support resources the following offerings are available:
Platinum
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 supporting virtual infrastructure products in real-world customer environments.
Platinum Support Key Benefits
- 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
- Length of Service available for 1, 2 or 3 Years
Platinum Support Target Response Times
- Critical (Severity 1) - 30 minutes or less; 24x7
- Major (Severity 2) - 4 business hours
- Minor (Severity 3) - 8 business hours
- Cosmetic (Severity 4) - 12 business hours
Platinum Support Business Hours
- North America and Latin America - 6 a.m. to 6 p.m. (local time zone)
- Alaska, Hawaii - 6 a.m. to 6 p.m. (PST)
- South America (NASA) - 6 a.m. to 6 p.m. (EST)
- Europe, Middle East, Africa (EMEA) - 7 a.m. to 7 p.m. (GMT)
- Asia, Pacific Rim, 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)
Gold Support
VMware Gold Support is designed for non-critical applications and platforms that require support during normal business hours. Our global support centers have been strategically placed to provide you with fast and efficient access to the support center in your region.
Gold Support Key Benefits
- Global, 12x5 access to support
- Unlimited number of support requests
- Remote Support
- Online access to documentation and technical resources, knowledge base, discussion forums
- Product updates and upgrades
- Length of Service available for 1, 2 or 3 Years
Gold Support Target Response Times
- Critical (Severity 1) - 4 business hours
- Major (Severity 2) - 8 business hours
- Minor (Severity 3) - 12 business hours
- Cosmetic (Severity 4) - 12 business hours
Gold Support Business Hours
- North America and Latin America - 6 a.m. to 6 p.m. (local time zone)
- Alaska, Hawaii - 6 a.m. to 6 p.m. (PST)
- South America (NASA) - 6 a.m. to 6 p.m. (EST)
- Europe, Middle East, Africa (EMEA) - 7 a.m. to 7 p.m. (GMT)
- Asia, Pacific Rim, 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)
