On-Premises Support Policies

Access policy entitlement information for all on premise support offerings from below.

On-Premises Support Terms & Conditions


Select from any of the links below for product-specific features & entitlements.


Cloud Services Support Policies

For our cloud customers, you will find entitlement information for standard cloud service terms and conditions.

Cloud Services Support Terms & Conditions


Select from any of the links below for product-specific features & entitlements.


Welcome Guides

Welcome Guide

Download our Technical Support Welcome Guide to help get you up and running with tour support product(s).

Customer Support Welcome Center>>

Technical Support Welcome Guide >>

Business Hours

Our global hours of operation are organized to benefit our customers in all parts of the world.

Business Hours of Operation >>

Support Response Targets >>

Support Resources

With our extensive self help library, you can research and remedy issues before submitting a support request.

Product Support Centers >>

Knowledge Base >>

Community Forums >>

Instituting Best Practices >>

Severity Definitions

You can find our severity scale and the associated definitions for each level at the links below:

On-Premises Severity Definitions >>

Cloud Services Severity Definitions” >>

Skyline

Skyline is our Proactive Support service that gets you in front of problems before they start.

Get Started with Skyline >>

Support Terms & Conditions

Terms of service and conditions of agreement are available for all VMware support offerings below:

Cloud Support Services Terms & Conditions >>

On-Premises Support Terms & Conditions >>

Amendment for Telco Products >>

How To's

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How to escalate a technical support case?

Start by calling VMware support at 1-877-486-9273 (or use one of Vmwware's International Phone numbers) and request an escalation of your Support Request.

How do I report a defect?

If you feel you have found a defect in a VMware product and you have an active support agreement with us, you should report that to VMware Support via the normal Support Request process.   

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How do I change an account?

VMware allows changes to customer account details in certain instances.  Contact your Customer Support representative or file a service request online by logging in to My VMware and selecting Get Support from the Quick Links menu.

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What if I want to modify the codebase?

Modified code is not supported by VMware.  VMware in its sole discretion, reserves the right to request that the modified code be removed.

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How do I close a support request?

A support request is typically closed when you confirm that a resolution has been reached or if VMware does not hear back from you after three attempts to contact you during a ten day period. Support requests may also be closed if they cannot be resolved, or if VMware chooses not to resolve certain issues, with acknowledgement and agreement from you.    

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Where do I go to submit a support request?

 Go to My VMware, login and select Get Support.

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Lifecycle Policies

The lifecycle of a product encompasses all stages from the first release to the last. VMware's lifecycle policy matrix is based on enterprise industry standards and details the level of support you can expect as your VMware purchase matures. Consult or download the Lifecycle Policy Matrix below frequently to be sure you have the most up to date information.

 

Product Lifecycle Matrix

General Support Phase

The General Support phase begins on the date of general availability of a Major Release (“GA”) and lasts for a fixed duration. During this phase, customers who have purchased VMware will receive maintenance updates and upgrades, bug and security fixes, along with technical assistance, per the Support and Subscription Terms and Conditions.

 

End of Support (EOSL)

A product has reached its end of support life when it is no longer generally supported by VMware. End of support life for a specific product is either end of General Support or end of Technical Guidance, if available for that specific product.

 

Extended Support

VMware Extended Support is designed to provide security and Severity 1 fixes for your legacy environment while you are migrating to a newer fully supported version of VMware software products. We are committed to ensuring that you can rely on VMware’s enterprise-class worldwide support while you upgrade your systems so you can focus on running your business.


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Technical Guidance Phase

Technical Guidance, if available, is provided from the end of the General Support phase and lasts for a fixed duration. Technical Guidance is available primarily through the self-help portal and telephone support is not provided. This phase is intended for usage by customers operating in stable environments with systems that are operating under reasonably stable loads. For more information see the support tables below.


Lifecycle Support Summary

Lifecycle Support Policies at a Glance

 

End of Availability (EOA)/End of Distribution (EOD)

A product has reached its end of support life when it is no longer generally supported by VMware. End of support life for a specific product is either end of General Support or end of Technical Guidance, if available for that specific product.