VMware Service Usage Data Program (SUDP)

The data VMware collects via the services under the SUDP is used for the following purposes:

• Recommendations – VMware uses information to make recommendations to our customers regarding how best to use the services, such as:
  • To improve the health of the service.
  • To provide customers with their usage metrics, benchmarked against the aggregate usage metrics for other groups of customers (e.g. for a specific industry vertical).

   

• Service Improvement – VMware uses information to improve the services we offer to our customers such as:
  • To detect and fix bugs in the services and understand service improvement opportunities.
  • To help prioritize future service roadmap features.
  • To analyse use of services and features across the customer base.
  • To improve support request resolution.
  • To prioritize the order in which certain configurations or features of the service should be tested and deployed.
  • To improve the service based on usage patterns across on-premise and hosted offerings (e.g. comparison of the same components’ performance and errors on-premise versus hosted offerings for best practices implementation).
  • To improve capacity forecasting for the service.
  • To make pricing and packaging decisions (e.g. add/modify SKUs based on usage patterns).
  • To conduct testing of service features.

   

• Customer Insights – VMware uses information to better understand how our customers use VMware services, such as:
  • To understand the financial impact of the Net Provider Score and usage behaviors.
  • To create a 360 view of the customer across sales/marketing/support/usage and create enriched customer profiles for a better understanding of the customer in order to provide improved customer engagement, and to analyse customer interactions with VMware.
  • To create advanced analytical models and business intelligence reports and dashboards to generate insights for VMware at a customer or service level (and not at an individual user level).
  • To benchmark or assess the service across customers and specific customer industries.

   

• Customer Support – VMware uses information to provide proactive support to our customers regarding their use of the services such as:
  • To provide support recommendations to customers to improve the general health of the customer’s use of the service.
  • To understand a customer’s service configuration, events and issues in order to proactively identify services issues.
  • To understand a customer’s service configuration, events and issues in order to improve how VMware support resolves an issue.
  • To help customers use VMware services and offerings in more effective ways.

   

• Marketing & Sales – VMware uses information to let our existing customers know about additional products and services that may be of relevance to them and to inform sales conversations.

We may combine the data we collect under this SUDP with data that we have collected about our customers in connection with a customer’s account and other VMware data collection programs (subject to any usage limitations on combining imposed by those programs). In some services you may have the ability to configure what information you provide to VMware under the SUDP.

VMware may share the data we collect under the SUDP with affiliated companies and with resellers or partners for jointly offered products and services, and such entities will only be permitted to use such data as permitted under this SUDP.

VMware may update this information from time to time to reflect changes in our Service Usage Data Program and our data collection and use practices. We encourage you to periodically review this web page to keep informed.

“Last Updated: April 13, 2020”