Priority Access to Senior-Level Engineers and Proactive Account Management

At a Glance


VMware Mission Critical Support is offered as a supplement to the VMware Production Support and Subscription Service. It is intended to complement the value you receive from your VMware Technical Account Manager. Mission Critical Support is designed for customers who need access to senior-level, proactive support staff to keep their virtual infrastructures up and running 24x7. You will receive an assigned account manager who will work with you to

  • Provide support request escalation and management
  • Facilitate recurring team meetings, status updates and progress reports
  • Provide trend analysis and feedback based on your support activity
  • Design a customized support plan to help ensure quick escalation and resource allocation
  • Document and communicate environment knowledge to VMware technical staff to expedite troubleshooting efforts
  • Coordinate multivendor troubleshooting efforts
  • Promote regular and consistent communications between your organization and VMware internal groups, including support, engineering and management 


  • Priority Access to senior-level technical support engineers provides expert assistance and speeds issue resolution
  • Aggressive target response times help minimize downtime
  • Additional business-hours weekend coverage is available for Severity 2 issues
  • Proactive and reactive onsite services are also included
Feature Mission Critical Support
Hours of Operation 24x7x365
Length of Service One-year and multi-year engagements are available
Product Updates Included with required Production Support and Subscription Service
Product Upgrades Included with required Production Support and Subscription Service
Products Supported Support by Product Matrix
Method of Access Telephone, Web or Mobile App
Response Method Telephone or email
Remote Support Yes
Onsite Services Yes
Access to VMware Discussion Forums and Knowledge Base Yes
Maximum Number of Technical Contacts per Contract Unlimited named technical contacts per support region
Number of Support Requests Unlimited
Root Cause Analysis Yes
Support Business Reviews Yes
Proactive Engagements Yes
Target Response Times

Critical (Severity 1)
Major (Severity 2)
Minor (Severity 3)
Cosmetic (Severity 4)

30 minutes or less; 24x7
2 business hours; 12x7
4 business hours; 12x5 (M – F)
8 business hours; 12x5 (M – F)


Additional Information

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 Webpage is for informational purposes only. VMWARE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS WEBPAGE. MCS Services engagements are governed by the VMware SnS Terms and Conditions.