Premier Support for Healthcare
Priority Access to Senior-Level Engineers with Healthcare Industry Knowledge, training for your IT staff and accelerated resolution times
AT A GLANCE
VMware Premier Support for Healthcare is offered as a supplement to the VMware Production Support and Subscription Service. Premier Support for Healthcare is designed for customers who need access to senior-level support staff to keep their virtual infrastructures up and running 24x7. You will receive a designated account services team, familiar with your industry and environment, who will work with you to:
- Expedite support request resolution and critical situation management
- Facilitate recurring team meetings to review support requests, status updates, and upcoming projects
- Coordinate root cause analysis efforts for your critical support requests
- Assist in coordinating VMware resources for multi-vendor troubleshooting efforts
KEY BENEFITS
- Priority Access to senior-level technical support engineers provides expert assistance and speeds issue resolution
- Aggressive target response times help minimize downtime
- A designated account services team who has knowledge of your industry, environment, and is aware of your support history
- Quarterly troubleshooting webinars to week your IT staff trained on the latest technology and known issues
- Help avoid future issues with preventative recommendations
- Additional business-hours weekend coverage is available for Severity 2 issues
| Overview |
|
| Self Help Access: KB Articles, Product Documentation & Communities |
Yes |
| Online Access to Product Updates & Upgrades |
Yes |
| Length of Contract Engagement |
One Year or Multi-Year |
| Products Supported |
|
| Reactive Support |
|
| Number of Support Requests |
Unlimited |
| Number of Support Administrators (Individual) |
20 |
| Root Cause Analysis |
Severity 1 Issues, on request |
| Senior-Level Support Engineers |
Yes |
| Onsite Engagements |
Selected Products |
| SDK |
|
| Proactive Support |
|
| Support Plan |
Yes |
| Support Activity Review Meetings |
Yes |
| Designated Support Contact |
Account Services Team |
| Support Request Reporting & Trend Analysis |
Yes |
| Best Practice Discussions |
Yes |
| Skyline: Advanced Rules & Early Access to New Features |
Yes |
| Quarterly Troubleshooting Webinars |
Yes |
| Response Times |
|
| Severity 1 Initial Target Response Time |
Within 30 min |
| Severity 2 Initial Target Response Time |
Within 2 hours |
| Severity 3 Initial Target Response Time |
Within 4 hours |
| Severity 4 Initial Target Response Time |
Within 8 hours |
Additional Information
The Premier Support for Healthcare contract is limited to one business unit and Entitlement Account per customer. Premier Support for Healthcare is currently only available in the Americas support geography.
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. VMware Premier Support engagements are governed by the VMware Technical Support and Subscription Services terms and conditions and VMware Cloud Services Support terms and conditions.