VMware

  Consolidation and Management High Availability
 
VMware vSphere 4
Essentials
VMware vSphere 4
Essentials Plus
  • Data Recovery
 
Data Recovery
  • Availability
 
High Availability
  • Patch Management
Update Manager
Update Manager
  • Central Management
vCenter Agent
vCenter Agent
  • vCenter Server
vCenter Server for Essentials
vCenter Server for Essentials
  • Storage Virtualization
  • Enterprise VMs
  • Next Generation Hypervisor
VMFS Virtual SMP™
VMware ESXi or ESX
VMFS Virtual SMP™
VMware ESXi or ESX
  • Processor Support
3 servers with up to 2 processors each
3 servers with up to 2 processors each
 
$1,178.00
$3,624


" 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:




 

Per Incident Support

Purchase support as you need it. Individual incident support conveniently sold in 1, 3 or 5 incident packs and available during normal business hours. Submit SRs via web or phone; responses are targeted within one business day. Buy Per Incident Support online.

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)

Questions

Product Highlights