Extended Support
Extend Customer’s Support Timeframe to Enable Smooth Product Transitions and Upgrades
Provide protection against security threats and Severity 1 bugs after a product reaches its published End of Support Life.
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 enterprise-class worldwide support while you upgrade your systems so you can focus on running your business.
Overview
The VMware Extended Support is offered as a supplement to VMware Basic Support and VMware Production Support and provides the customer with limited custom support after a product has reached its End of Support Life.
| Feature | Description |
|---|---|
| New Security Patches | Annual security patch. Includes catastrophic/critical security fixes only |
| New Bug Fixes | Ability to create hot patches for Severity 1 issues only |
| File a Support Request | Phone and Web |
| Workarounds for non-business critical issues | Included |
| Self-help web-based support | Included |
| Term | Extended Support can be purchased up to two years past EOSL. It is purchased in one year increments |
| Included Products | vSphere 5.5, vSphere 6.0, Horizon View 5.x, Horizon View 6.0, Horizon FLEX 1.x, Mirage 5.9, vCenter Site Recovery Manager 5.5, vCenter Site Recovery Manager 5.8 |
| Maintenance | Not Included |
| Server, Client, and Guest OS updates | Not Included |
| Prerequisites | All licenses must be covered by an active support contract through the end of the Extended Support Contract |
| Number of Support Requests | Unlimited |
| Business Hours | Business Hours will be according to the SnS Support contract (Basic or Production) |
| Limitations | 3rd Party or Open Source software will not be upgraded during the extended period. |
Additional Information:
Terms and Conditions: This Webpage is for informational purposes only. VMWARE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS WEBPAGE. Extended Support Services engagements are governed by the VMware SnS Terms and Conditions.