Get Continuous Value From Your VMware Investments

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VMware Success 360 is a comprehensive success offering that can guide you through all stages of your journey:

  • Success Planning provides personalized guidance to help you achieve outcomes faster 
  • Adoption Accelerators help you with onboarding, adopting, consuming, and optimizing your VMware technology 
  • Digital Learning empowers your team to gain new skills to accelerate your technology value realization 
  • Prioritized and Proactive Support helps you speed issue resolution, minimize downtime and prevent recurring incidents

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The Components of VMware Success 360™

The Components of VMware Success 360™

Success Planning

Map the optimal route for your technology journey with a personalized Success Plan to determine the right mix of VMware solutions and initiatives to achieve your objectives. Your personalized Success Plan:

 

  • Documents desired outcomes with mutually agreed-upon metrics
  • Shows technical capabilities and activities
  • Contains milestones and identifies responsible owners
  • Recommends Adoption Accelerators, Digital Learning, or optional in-depth services

GET MORE GUIDANCE

Expand the guidance you already receive with VMware Success 360 with an optional add-on for a VMware Success 360 Customer Success Manager.

Adoption Accelerators

Get the help you need throughout your technology lifecycle to address a variety of challenges from on-boarding and adoption to consumption and optimization. They include:

 

  • Inform and enable curated content such as knowledge base articles, community forums, videos and webinars
  • Guide and build workshops with technical subject matter experts

Digital Learning

Empower your team to gain new skills to accelerate your technology value realization with the VMware Success 360 Digital Learning. It provides 24x7 access to hundreds of resources such as:

 

  • Intermediate-level courses
  • Lab demos
  • How to content
  • Exam preparation videos

Prioritized and Proactive Support

Keep systems running smoothly and minimize downtime. Prioritized and Proactive Support helps you speed issue resolution, coordinate root cause analysis, and prevent recurring incidents. Benefit from:

 

  • Proactive and predictive issue identification for problem resolution powered by VMware Skyline Advisor Pro
  • Direct routing to senior-level Technical Support Engineers
  • Comprehensive cross-product, 24x7 global access with unlimited requests
  • Root cause analysis for Severity 1 Support Requests
  • Access to our Support Services Management team for critical situation management

Get More Support

Looking to enhance the support you already get with VMware Success 360? Optimize your support experience with optional add-ons for a designated Support Services Manager or a Dedicated Technical Support Engineer.

Expertise is All Around You

Leverage the unified and comprehensive personalized experience provided by VMware Success 360 to help you:

 

  • Achieve Business outcomes faster from your technology investments
  • Adapt as the business changes
  • Take the best next steps toward achieving your goals
  • Get continuous value out of your VMware investments

Surround Yourself with Guidance

VMware Success 360 Adoption Accelerators

Learn how Adoption Accelerators can help you throughout your technology lifecycle, from onboarding and adoption to consumption and optimization.

  VMware Success 360 Standard VMware Success 360 Advanced VMware Success 360 Enterprise
VMware Success 360
Customer Success Manager
Team-Based Success Desk Up to 1 Day/Week
Up to 2.5 Days/Week
Success Planning Self-Service Guided 1/Year Guided 3/Year
Proactive Check-Ins N/A Monthly Weekly
Architecture Guidance
N/A N/A 5 Sessions/Year
Inform and Enable On-Demand Accelerators
Unlimited Unlimited Unlimited
Guide and Build Workshop Accelerators
100 Hours/Year (Onboard Build only)
200 Hours/Year 400 Hours/Year
Digital Learning 10 Users 20 Users 50 Users
  VMware Success 360 Standard VMware Success 360 Advanced VMware Success 360 Enterprise
Prioritized and Proactive Support
     
Products Supported All* All* All*
Unlimited Support Requests      
Number of individual customer Administrators 10 Users 20 Users Unlimited
Region coverage  Global Global Global
Business hours  8:00 AM – 6:00 PM (local) ** 8:00 AM – 6:00 PM (local) ** 8:00 AM – 6:00 PM (local) **
Support Services Manager Team-Based Support Desk Up to 1 Day/Week
Up to 2.5 Days/Week
Support Activity Reporting and Reviews N/A    
Expedited response times ***      
Root Cause Analysis (severity 1, upon request)      
VMware Skyline Proactive Insights Reports
     
Premium SDK and API Support Access****  
     
Target Response Times: Severity 1 Initial Response  Within 30 Min
24 hrs/day 7 days/week
Within 30 Min
24 hrs/day 7 days/week
Within 30 Min
24 hrs/day 7 days/week
Target Response Times: Severity 2 Initial Response Within 2 hours
10 hrs/day 7 days/week
Within 2 hours
10 hrs/day 7 days/week
Within 2 hours
10 hrs/day 7 days/week
Target Response Times: Severity 3 Initial Response Within 4 hours
10 hrs/day 5 days/week
Within 4 hours
10 hrs/day 5 days/week
Within 4 hours
10 hrs/day 5 days/week
Target Response Times: Severity 4 Initial Response Within 8 hours
10 hrs/day 5 days/week
Within 8 hours
10 hrs/day 5 days/week
Within 8 hours
10 hrs/day 5 days/week

*All products with underlying Production Support entitlements. Product exclusions exist, for details download the VMware Success 360 Supported Products Quick Reference Guide.

**Japan Business Hours 9am-6pm local time

***Expedited Initial Target Response Time based on user profile published here

****SDK and API Guidance published here

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