Premier Support for Telco
Fastest Track to Dedicated Account Services Team of Telco NFV Experts and Proactive Support
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 services team that will be the single point of contact for both your NFV and IT (non-NFV) environments
| Overview |
|
| Self Help Access: KB Articles, Product Documentation & Communities |
Yes |
| Online Access to Product Updates & Upgrades |
Yes |
| Length of Contract Engagement |
One Year or Multi-Year |
| Products Supported |
|
| Reactive Support |
|
| Number of Support Requests |
Unlimited |
| Number of Support Administrators (Individual) |
20 |
| Root Cause Analysis |
Severity 1 Issues, on request |
| Senior-Level Support Engineers |
Yes |
| Onsite Engagements |
Selected Products |
| SDK |
|
| Proactive Support |
|
| Support Plan |
Yes |
| Support Activity Review Meetings |
Yes |
| Designated Support Contact |
Account Services Team |
| Support Request Reporting & Trend Analysis |
Yes |
| Best Practice Discussions |
Yes |
| Skyline: Advanced Rules & Early Access to New Features |
Yes |
| Restoration SLA’s |
Yes |
| Response Times |
|
| Severity 1 Initial Target Response Time |
Within 30 min |
| Severity 2 Initial Target Response Time |
Within 1 hours |
| Severity 3 Initial Target Response Time |
Within 4 hours |
| Severity 4 Initial Target Response Time |
Within 8 hours |
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. VMware Premier Support engagements are governed by the VMware Technical Support and Subscription Services terms and conditions and VMware Cloud Services Support terms and conditions.