Apps & Cloud
Unlock the value of any cloud and accelerate the delivery of modern applications with VMware Cloud.
Networking
Accelerate modern app operations with network and security virtualization for WAN, data center and cloud.
Workspace
Enable any employee to work anywhere, anytime with seamless employee experiences.
Security
Leverage your infrastructure across any app, any cloud and any device for intrinsic security at every layer.
Solutions by Industry
Explore tailored solutions for your application framework, cloud infrastructure and security architecture.
Why VMware
Build, run, manage, connect and protect all of your apps, anywhere with a digital foundation built on VMware.
Software as a Service (SaaS) Basic Support
Weekday Global Support for SaaS Deployments
- Global, 12x5 access to support
- 24x7 for SaaS Severity 1 issues
- Unlimited number of Support Requests
- Online access to documentation and technical resources, knowledge base, discussion forums
- SaaS updates
Overview
VMware Software as a Service Basic Support is designed with your access to SaaS products in mind. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success. Our global support centers are staffed around the clock to ensure you have access to the products from your web browser anywhere the Internet is available. VMware handles software deployment and maintenance, allowing you to focus on running your business.
| Feature | SaaS Basic |
|---|---|
| Hours of Operation | 12 Hours/Day Monday–Friday |
| Length of Service | 1, 2 or 3 Years |
| SaaS Updates | Yes |
| Services Supported | Support by Product Matrix |
| Method of Access | Telephone/Web |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Max Number of Technical Contacts per Contract | 4 |
| Number of Support Requests | Unlimited |
| Business Hours | Monday - Friday |
| Target Response Times Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
1 hour or less: 24x7 4 business hours 8 business hours 12 business hours |