Desktop Standard Support
Note: VMware retired VMware Desktop Standard Support on August 23, 2012 and replaced it with VMware Basic Support and Subscription.
Fusion Support for Businesses
- Unlimited number of support requests
- 12x5 access to Technical Support
- Remote Support
- Online access to documentation and technical resources, knowledge base, discussion forums
- Product updates and upgrades
Overview
VMware Desktop Standard Support provides timely support expertise and enables you to maximize the value of your VMware Fusion licenses – whether you are a small or medium business running VMware Fusion for productivity applications like Microsoft Outlook or Blackberry servers, a design firm checking compatibility across different internet browsers, or a large corporation protecting your investments in Windows software business-critical applications.
VMware offers Desktop Standard Support for customers who have purchased ten or more licenses of VMware Fusion and have a dedicated internal Desktop Standard Support Customer Team* to act as an internal help desk for their employees.
VMware highly recommends you take advantage of VMware’s online knowledge base, documentation and discussion forums—complimentary resources that may lead directly to the answers needed!
| Feature | Desktop Standard Support |
|---|---|
| Hours of Operation | 12 Hours/Day Monday–Friday |
| Length of Service | 1 or 3 years |
| Product Updates | Yes |
| Product Upgrades | Yes |
| Products Supported | VMware Fusion Only |
| Method of Access | Web and Phone |
| Response Method | Phone and Email |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Max Number of Technical Contacts 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. (PST/PDT) Globally |
*"Desktop Standard Support Customer Team" means a Customer team that: (i) consists of no more than four (4) technical contacts, (ii) provides front line support for the desktop and virtual systems supported, making use of available technical repositories and experience to resolve known issues.
Additional Information
Purchase information can be found by dialing one of VMware's toll free numbers and choosing the Sales Option or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Welcome Guide.