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:
Feature | Premier Support for Telco |
---|---|
Hours of Operation | 24x7x365 |
Length of Service | 1 or 3 year |
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 support is not available for all products. For more information go to 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 2 business hours; 10x7 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 |
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.