Business Critical Support
Personalized Support and Direct Access to Senior-Level Engineers
AT A GLANCE
VMware Business Critical Support is offered as a supplement to the VMware Production Support and Subscription Service. This service provides personalized reactive and proactive support services for VMware customers with business critical virtual infrastructure implementations. The Business Critical Support option provides you with the customer support you require to keep your environment running optimally. You will receive a designated support team, familiar with your environment, who will work with you to:
- Provide support request and critical situation management
- Facilitate recurring team meetings to review support requests, status updates, and upcoming projects
- Coordinate root cause analysis efforts for your critical support requests
- Assist in coordinating VMware resources for multi-vendor troubleshooting efforts
KEY BENEFITS
- Direct Access to senior-level technical support engineers provides expert assistance and speeds issue resolution
- A designated support team who has knowledge of your account, environment, and is aware of your support history
- Help avoid future issues with preventative recommendations
| Feature | Business Critical Support |
|---|---|
| Length of Service | One-year and multi-year engagements are available |
| Product Updates & Upgrades | Included with required Production Support and Subscription Service |
| Products Supported | Support by Product Matrix |
| Method of Access | Telephone, Web |
| Response Method | Telephone, Web, Email |
| Designated Support Team | Yes |
| Remote Support | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Maximum Number of Technical Contacts per Contract | 6 individual contacts per support geography, additional contacts are available for purchase |
| Number of Support Requests | Unlimited |
| Root Cause Analysis | Severity 1 incidents, upon request |
| Support Review Meetings | Every other week |
| Proactive Support Services | Yes |
| Target Response Times Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
30 minutes or less; 24x7 * 4 business hours; 12x5 (M – F) 8 business hours; 12x5 (M – F) 12 business hours; 12x5 (M – F) |
*Direct routing to Senior Engineers on weekdays and designated weekend team on weekends
Additional Information
The BCS contract is limited to one business unit and Entitlement Account per customer, per geography. Additional contacts and geography coverage options are available for purchase.
Purchase information can be found by dialing one of the VMware toll-free numbers and choosing the Sales option. Additional information about VMware support policies and offerings can be found in the Technical Support Welcome Guide.
Terms and Conditions: This Webpage is for informational purposes only. VMWARE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS WEBPAGE. BCS Services engagements are governed by the VMware SnS Terms and Conditions.