Remote Upgrade & Maintenance Support with Direct Access to Dedicated Senior-Level Engineers


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


  • 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
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