VMware Success 360
Experience a unified and simplified way of working with VMware that helps you realize continuous value and achieve outcomes faster from your technology investments.
VMware Success 360 is a comprehensive success offering that can guide you through all stages of your journey:
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:
Leverage the unified and comprehensive personalized experience provided by VMware Success 360 to help you:
Learn how Adoption Guidance and Workshops can help you throughout your technology lifecycle, from onboarding and adoption to consumption and optimization.
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:
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:
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:
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 |
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Success Planning |
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Onboarding | |||
Long-term Success Planning | |||
Health Insights Report |
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VMware Connect Success Digital Dashboard | |||
VMware Success 360 |
VMware Success 360 for U.S. Federal Agencies |
VMware Success 360 for Telecom Customers |
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Adoption Guidance and Workshops |
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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 |
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Digital Learning |
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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 |
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Support |
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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 | * |
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Premium SDK and API Support Access | |||
Target Response Times: Severity 1 Initial Response | Within 30 Min |
Within 30 Min |
Within 30 Min |
Target Response Times: Severity 2 Initial Response | Within 2 hours |
Within 2 hours |
Within 2 hours |
Target Response Times: Severity 3 Initial Response | Within 4 hours |
Within 4 hours |
Within 4 hours |
Target Response Times: Severity 4 Initial Response | Within 8 hours |
Within 8 hours |
Within 8 hours |
*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