Premier Support for Telco
Fastest Track to Dedicated team of Telco NFV Experts and Proactive Account Management
AT A GLANCE
Premier Support for Telco is the highest level of support available from VMware and introduces a holistic approach to the support of VMware products across your business-critical Network Functions Virtualization (NFV) platform. Premier Support for Telco enables you to protect your customers’ experience of your service. From the beginning, the Premier Support for Telco team will engage with your operations team to lay out and plan a proactive approach to support your environments. This engagement service will endeavor to identify and resolve risks before they turn into issues so that your business and customers are protected. The delivery of Premier Support for Telco to you will be focused on three key areas:
- Assess and Plan - VMware will engage with you to perform a comprehensive review of your environments and solutions—covering items such as architecture, supportability and use cases. We will work with your team to assess your deployment and downstream deliverables to your internal customers. Armed with this information, we will develop a plan that fits your specific requirements.
- Proactively prevent - Once we have a plan in place, we will work with your team to introduce tools, knowledge and processes into your operations team to help prevent risks from turning into issues. The focus will be on improving operational health, stability and performance across people, process and technology. Based upon your specific needs you will receive a range of proactive services such as tools, troubleshooting guides, environmental health checks, assistance with lifecycle management, as well as proactive advice and guidance.
- Restore and Resolve - No plan is ever foolproof, and in the event that something unforeseen happens or that risk turns into reality the VMware team will be there to get your system and services back on-line as soon as possible.
KEY BENEFITS
- Guaranteed Response Times for your NFV environment
- Service restoration service level agreements (SLAs) for your NFV environment, a unique off ering for telco customers
- For your IT (non NFV) environment you receive Target Response Times: there are no Guaranteed Response Times or Restoration Times
- Priority access to VMware’s most experienced technical support engineers
- Dedicated support account management that will be the single point of contact for both your NFV and IT (non-NFV) environments
| Feature | Premier Support for Telco |
|---|---|
| Hours of Operation | 24x7x365 |
| Length of Service | One-year and multi-year engagements are available |
| Product Updates & Upgrades | Included with required Production Support and Subscription Service |
| Products Supported under VMware for Telco SLAs | VMware Cloud NFV (VSphere, vCD-SP, vSAN, VMware NSX, VMware SRM, VROps, Log Insight, vSphere Repiclation) |
| Method of Access | Telephone, Web |
| Response Method | Telephone, Web, Email |
| Designated Support Account Manager | Yes |
| SDK Support | SDK Business hours and methods of access are governed by the VMware SDK and API Support Program |
| Remote Support | Yes |
| Onsite Support Services | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Maximum Number of Technical Contacts per Contract | 20 individual technical contacts per support geography |
| Number of Support Requests | Unlimited |
| Root Cause Analysis | Severity 1 & 2 incidents, upon request |
| Support Review Meetings | Yes |
| Support Business Reviews | Yes |
| Proactive Support Services | Yes |
| Target Response Times (NFV) Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) Proactive (Severity 5) |
30 minutes or less; 24x7 1 hour; 24x7 4 business hours; 10x5 (M–F) 8 business hours; 10x5 (M–F) 3 business days |
| Restoration Times (NFV) Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
4 hours 24 hours 1 week Not Applicable |
Additional Information
The Premier Support for Telco contract is limited to one business unit and Entitlement Account per customer, per geography. Additional SAM 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 datasheet is for informational purposes only. VMWARE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DATASHEET. Premier Support for Telco Services engagements are governed by the VMware SnS Terms and Conditions and its amendment for the VMware for Premier Support for Telco Services.