Focused, 24-Hour Support For Production Environments

  • Global, 24x7 support for Severity 1 issues
  • Fast response times for critical issues
  • Unlimited number of support requests
  • Remote Support
  • Online access to documentation and technical resources, knowledge base, discussion forums
  • Online access to product updates and upgrades


VMware Production Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

Features Production Support
Hours of Operation 24 Hours/Day
7 Days/Week
365 Days/Year
Length of Service 1 or 3 years
Online access to product updates Yes
Online access to product upgrades Yes
Products Supported [1] Support by Product Matrix
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support Yes
Root Cause Analysis Available only with VMware Premier Support
Access to VMware Discussion Forums and Knowledge Base Yes
Max Number of Technical Contacts per Contract 6
Number of Support Requests Unlimited
Target Response Times
Critical (Severity 1)
Major (Severity 2)
Minor (Severity 3)
Cosmetic (Severity 4)
30 minutes or less: 24x7
4 business hours
8 business hours
12 business hours
Business Hours Monday - Friday

[1] The purchase of Production support for VMware Desktop Hypervisor products requires a minimum license quantity of ten (10) per supported product.

Additional Information

Purchase information can be found by dialing one of VMware's toll free numbers and choosing the Sales Option or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Welcome Guide.