VMware highly recommends that you take advantage of VMware’s online knowledge base, documentation and discussion forums—complimentary resources that may lead directly to the answers needed.
If you cannot find an answer to your support issue, you can file a support request with VMware technical support. Support requests can be submitted through the VMware Web site or by phone and responses are sent by email.
To receive access to complimentary support, your product must be registered. Registration occurs automatically if you purchased your product from the VMware Online store.
Once your complimentary support period ends, you may continue to use VMware's free online resources, or if you need additional assistance, you may also purchase telephone incident support.
| Feature | Workstation Pro | Fusion & Fusion Pro | Workstation Player |
|---|---|---|---|
| Hours of Operation | 12 Hours/Day Monday–Friday |
12 Hours/Day Monday–Friday |
12 Hours/Day Monday–Friday |
| Length of Service | 30 days of installation support | 18 months of installation support | 30 days of installation support |
| Product Updates | Yes | Yes | Yes |
| Method of Access | Web and phone | Web and phone | Web and phone |
| Response Method | |||
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes |
| Number of Support Requests | Unlimited | Unlimited | Unlimited |
| Target Response Times (Web) All Severities |
12 business hours from the time of submission | 12 business hours from the time of submission | 12 business hours from the time of submission |
| Business Hours | Monday - Friday | Monday - Friday | Monday - Friday |
| North America | 6 a.m. to 6 p.m. (Local Time) | 6 a.m. to 6 p.m. (Local Time) | 6 a.m. to 6 p.m. (Local Time) |
| Alaska, Hawaii | 6 a.m. to 6 p.m. (PST/PDT) | Globally | Globally |
| Latin America | 9 a.m. to 6 p.m. (Local Time) | ||
| Europe, Middle East, Africa (EMEA) | 7 a.m. to 7 p.m. (GMT/GMT+1) | ||
| Asia Pacific, Japan (APJ) | 8:30 a.m. to 8:30 p.m. (Singapore Time) | ||
| Australia/New Zealand | 7 a.m. to 7 p.m. (Sydney AET) |