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 Guidance and Workshops 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 
  • Dedicated and Proactive Support with predictive issue prevention and fast, prescriptive problem resolution to help maximize productivity and uptime


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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 customized Success Plan. We collaborate with you to determine the right mix of VMware solutions and initiatives to achieve your objectives. Your tailored Success Plan:

 

  • Documents desired outcomes with mutually agreed-upon metrics
  • Shows technical capabilities and activities
  • Contains milestones and identifies responsible owners
  • Recommends Adoption Guidance and Workshops, Digital Learning, or optional in-depth services
  • Is continuously updated based on your needs

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 Guidance and Workshops

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

Adoption Guidance and Workshops

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:

  • Self-service videos and white papers
  • On-demand enablement sessions
  • Personalized assistance from expert engineers

Digital Learning

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

  • Intermediate-level courses
  • Simulated labs
  • Best practice and exam preparation videos

Dedicated and Proactive Support

Keep systems running smoothly and minimize downtime. Dedicated and proactive support helps you speed issue resolution, coordinate root cause analysis, and prevent recurring incidents. AI-driven technology automatically and securely collects, aggregates, and analyzes your specific product usage data. VMware’s expert-level engineers provide prescriptive problem resolution. Benefit from:

 

  • Proactive intelligence for avoiding issues powered by VMware Skyline
  • Direct routing to senior-level Technical Support Engineers
  • Comprehensive cross-product, 24x7 global access with unlimited requests
  • Support activity reporting and critical situation management
  • A personalized, tailored digital experience that includes executive dashboards

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.

 

VMware Success 360

VMware Success 360 for U.S. Federal Agencies

VMware Success 360 for Telecom Customers

Success Planning

     
Onboarding      
Long-term Success Planning      
Health Insights Report 
     
VMware Connect Success Digital Dashboard      
 

VMware Success 360

VMware Success 360 for U.S. Federal Agencies

VMware Success 360 for Telecom Customers

Adoption Guidance and Workshops

     
Self-service Adoption Guidance (Videos, White papers, Webinars)      
Guided Feature, Capability, or Configuration Workshops      
 

VMware Success 360

VMware Success 360 for U.S. Federal Agencies

VMware Success 360 for Telecom Customers

Digital Learning

     
VMware Customer Connect Learning Premier Subscription      
Unlimited Users      
 

VMware Success 360

VMware Success 360 for U.S. Federal Agencies

VMware Success 360 for Telecom Customers

Support

     
Products Supported  All* All* All*
Unlimited Support Requests      
Number of Individual Customer Administrators
Unlimited Unlimited Unlimited
Region Coverage  Global/Regional** Global/Regional** Global/Regional**
Business Hours  8am – 6pm (local)*** 8am – 6pm (local)*** 8am – 6pm (local)***
Senior Technical Support Engineers   Senior US Citizen US Soil TSE Senior Telco Solution TSE
Expedited Response Times      
Guaranteed Response and Restoration Times      
Root Cause Analysis (Severity 1, Upon Request)      
Proactive Environment Recommendations via VMware Skyline  

*
Commercially Available Service  Only

 
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 (excludes Carbon Black, CloudHealth, SD-WAN and SASE Products, and select Tanzu products)

** Global when purchased via ELA and Regional when purchased standalone

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

 

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