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VMware Upgrade & Maintenance Support
Remote Upgrade & Maintenance Support with Direct Access to Dedicated Senior-Level Engineers
AT A GLANCE
VMware Upgrade & Maintenance Support is offered as a supplement to the VMware Production Support and Subscription Service. This service provides dedicated proactive and reactive support services for VMware customers with virtual infrastructure implementations. The Upgrade & Maintenance Support option provides you with the customer support you require to efficiently perform your upgrades and planned maintenance activities. You will receive dedicated support engineers, who will work with you to :
- Perform a proactive review of your upgrade & maintenance plans
- Provide availability and troubleshooting expertise throughout the duration of your upgrade and/or maintenance window
- Coordinate additional VMware resources and root cause analysis efforts for critical issues
- Assist in multi-vendor troubleshooting efforts, as required
KEY BENEFITS
- Direct access to senior-level technical support engineers provides expert assistance and facilitates a successful upgrade
- A dedicated team who has knowledge of your account, environment, and upgrade / maintenance plans
- Reduce downtime with proactive recommendations
| FEATURE | UPGRADE & MAINTENANCE SUPPORT |
|---|---|
| Length of Service | Per Incident |
| Products Supported | ESXi 5.5, 6.x, vCenter Server 5.5, 6.x |
| Method of Access | Telephone, Web |
| Response Method | Telephone, Web, Email |
| Dedicated Support Resources | Yes |
| Remote Support | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Root Cause Analysis | Severity 1 incidents, upon request |
| Target Response Times Acceptance of Request Resource Assignment Proactive Plan Review |
3 business days (12x5 M-F) 7 business days (12x5 M-F) 10 business days (12x5 M-F) |
Additional Information
This remote service provides up to a total of 24 hours of support over the course of 3 consecutive days and is inclusive of one upgrade / maintenance plan review, dedicated, reactive support, and one post-upgrade analysis.
Additional purchase information can be found by dialing one of the VMware toll-free numbers and choosing the Sales option. Additional information about VMware support policies and offerings can be found in the Technical Support Welcome Guide.
Terms and Conditions: This datasheet is for informational purposes only. VMWARE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DATASHEET. Upgrade & Maintenance Support Services engagements are governed by the VMware SnS Terms and Conditions.