This enhancement to our standard support offerings is provided under our U.S. Federal government product warranty and is available only to customers who purchased their licenses from the U.S. Federal price list or GSA schedule through VMware’s authorized Government Dealer. It requires no additional support contract.
U.S. Federal Technical Support does not include specialized Service Level Agreements (SLAs). All the SLAs are dictated by the support offering that was purchased from U.S. Federal price list or GSA schedule. Please refer to the SLAs that have been defined for VMware’s standard support offerings.
| Support Offering | U.S. Federal Technical Support Applies |
|---|---|
| Production Support | Yes |
| Mission Critical Support | Yes |
| Business Critical Support | Yes |
| Basic Support | Yes |
| SaaS Production Support | No |
| SaaS Basic Support | No |
| VMware SDK and API Support | Yes |
| Per Incident Support | Yes |
| Complimentary Support | Yes |
| Evaluation Support | No |
| Beta | No |
| Pivotal (SpringSource) tc Server Evaluation Support | No |
| vCloud Government Service provided by Carpathia | Yes |
U.S. Federal Technical Support Engineers (TSEs) having a Secret Clearance can be made available.
Software products recently acquired by VMware through mergers and acquisitions may eventually be supported under the U.S. Federal Technical support offering. To learn which products are currently not eligible / excluded, please review the VMware Virtualization for Government page.
We cannot guarantee support requests filed via the web will be assigned to a U.S. Citizen on U.S. Soil. Please do not file support requests via the web; instead, request support by telephone using the exclusive U.S. Federal Technical Support telephone number.
VMware is not authorized to store classified / sensitive data. We offer a tool for you to scrub your log files before sending them to us. Please contact the U.S. Federal Technical Support team for the latest version of the tool.
Federal Technical Support is governed by the VMware Support Terms and Conditions.
VMware U.S. Federal Technical Support was created to meet the needs of the United States Federal government, especially those working in intelligence, aerospace and national security, that require speaking with technical support engineers who are U.S. citizens located in a support center in the United States.
Eligible products sold on the U.S. Federal price list or GSA schedule are covered. Software products recently acquired by VMware may eventually be supported under the U.S. Federal Technical support offering. To learn which products are currently not eligible / excluded, VMware Virtualization for Government page.
U.S. Federal Technical Support does not include specialized Service Level Agreements (SLAs). All the SLAs are dictated by the support offering that was purchased from the U.S. Federal price list or GSA schedule. Please refer to the SLAs that have been defined for VMware’s standard support offerings.
U.S. Federal customers should contact Support using an exclusive toll-free number that is answered by a dedicated group of Technical Support Engineers (TSEs). These U.S. Federal TSEs are U.S. citizens located in a support center in the United States. This telephone number is not available for use by our private sector customers.
U.S. Federal TSEs answer all calls directly, and act as the Customer Service Representatives who perform all customer entitlement checks, the Licensing Specialists who validate licenses and contract information, and the TSEs who troubleshoot your technical issue.
We cannot guarantee support requests filed via the Web will be assigned to a U.S. Citizen on U.S. Soil. Please do not file support requests via the web; instead, all support requests should be filed by telephone using the exclusive U.S. Federal Support telephone number.
Escalations work exactly as the documented procedure on VMware.com, except you should escalate your case using the exclusive U.S. Federal support number. For further information, see the Support Escalation page.
VMware cannot guarantee your case will be handled by a U.S. Citizen on U.S. Soil if it is escalated outside of the Global Support Services organization.
You can learn more by contacting the U.S. Federal Sales team: dial one of VMware's toll free numbers, choose the Sales option and then U.S. Federal Government customers