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 |
| Product Updates [1] | Yes |
| Product Upgrades [1] | Yes |
| Products Supported [2] | Support by Product Matrix |
| Method of Access | Telephone/Web |
| Response Method | Telephone/Email |
| Remote Support | Yes |
| Root Cause Analysis | Available only with Business Critical or Mission Critical Support Offering |
| 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 North America Alaska, Hawaii Latin America Europe, Middle East, Africa (EMEA) Asia, Pacific Rim Japan (APJ) Australia/New Zealand |
Monday - Friday 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST/PDT) 9 a.m. to 6 p.m. (local time zone) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 8:00 a.m. to 8:00 p.m. (JST) 7 a.m. to 7 p.m. (Sydney AET) |
[1] Product updates and upgrades are not included with Production Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
[2] Personal Desktop products require a minimum of ten (10) licenses in order to purchase Production Support.
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.