Support Policies
By Product Type
On-Premises Support Policies
Access policy entitlement information for all on-premises support offerings from below.
On-Premises Support Terms & Conditions
Select from any of the links below for product-specific features & entitlements.
- VMware Success 360 VMware’s customer success offering
- Premier Support VMware’s top tier support package
- Production Support Support for production environments
- Basic Support Non-Critical support services
Cloud Services Support Policies
For our cloud customers, you will find entitlement information for standard cloud service terms and conditions.
Cloud Services Support Terms & Conditions
Select from any of the links below for product-specific features & entitlements.
- VMware Success 360 VMware’s customer success offering
- Premier Support VMware’s top tier support package for cloud products
- Cloud Services Production Support Support for Cloud products in production environments
Welcome Guides
Welcome Guide
Download our Technical Support Welcome Guide to help get you up and running with tour support product(s).
Business Hours
Our global hours of operation are organized to benefit our customers in all parts of the world.
Support Resources
With our extensive self help library, you can research and remedy issues before submitting a support request.
Severity Definitions
You can find our severity scale and the associated definitions for each level at the links below:
Skyline
Skyline is our Proactive Support service that gets you in front of problems before they start.
Support Terms & Conditions
Terms of service and conditions of agreement are available for all VMware support offerings below:
Cloud Support Services Terms & Conditions
How To's
How do I close a support request?
A support request is typically closed when you confirm that a resolution has been reached or if VMware does not hear back from you after three attempts to contact you during a ten day period. Support requests may also be closed if they cannot be resolved, or if VMware chooses not to resolve certain issues, with acknowledgement and agreement from you.
Lifecycle Policies
The lifecycle of a product encompasses all stages from the first release to the last. VMware's lifecycle policy matrix is based on enterprise industry standards and details the level of support you can expect as your VMware purchase matures. Consult or download the Lifecycle Policy Matrix below frequently to be sure you have the most up to date information.
Product Lifecycle Matrix Lifecycle Support Summary Lifecycle Support Policies at a Glance
General Support Phase
The General Support phase begins on the date of general availability of a Major Release (“GA”) and lasts for a fixed duration. During this phase, customers who have purchased VMware will receive maintenance updates and upgrades, bug and security fixes, along with technical assistance, per the Support and Subscription Terms and Conditions.
Technical Guidance Phase
Technical Guidance, if available, is provided from the end of the General Support phase and lasts for a fixed duration. Technical Guidance is available primarily through the self-help portal and telephone support is not provided. This phase is intended for usage by customers operating in stable environments with systems that are operating under reasonably stable loads. For more information see the VMware Lifecycle Policies.
End of Support (EOSL)
A product has reached its end of support life when it is no longer generally supported by VMware. End of support life for a specific product is either end of General Support or end of Technical Guidance, if available for that specific product.
Extended Support
VMware Extended Support is designed to provide security and Severity 1 fixes for your legacy environment while you are migrating to a newer fully supported version of VMware software products. We are committed to ensuring that you can rely on VMware’s enterprise-class worldwide support while you upgrade your systems so you can focus on running your business.
End of Availability (EOA)/End of Distribution (EOD)
A product has reached its end of support life when it is no longer generally supported by VMware. End of support life for a specific product is either end of General Support or end of Technical Guidance, if available for that specific product.