Support from the Virtualization and Cloud Infrastructure Experts

 

As part of the VMware Services family, Global Support Services works in conjunction with VMware Consulting Services, VMware Education Services and VMware Certification Services to accelerate return on investments while mitigating risk. VMware employs the largest technical force dedicated to virtualization and specializes in the support of highly complex, varied, heterogeneous and mission-critical virtual and cloud computing environments.

 

The combination of VMware customer-proven virtualization and cloud infrastructure solutions, and world-class Global Support Services enables customers and partners to follow an evolutionary path to cloud computing. By preserving existing application and infrastructure investments while accelerating realized value from a cloud computing approach, customers can achieve efficiency through utilization and automation, agility with control, and freedom of choice. To meet the needs of organizations—large and small, global and regional—VMware offers the support options below.

On Premise

Hosted

Developer

Others

Product Support Matrix

Download the quick reference guide for the current VMware support offering by product.

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On-Prem Support

Feature Basic Production Premier U.S. Federal
Hours of Operation 10 Hrs/Day
Mon–Fri [1]
24 Hrs/Day
7 Days/Wk
365 Days/Yr
24 Hrs/Day
7 Days/Wk
365 Days/Yr
24 Hrs/Day
7 Days/Wk
365 Days/Yr
Length of Service 1 or 3 Years 1 or 3 Years 1 or 3 Years 1 or 3 Years
Product Updates Yes Yes Yes Yes
Product Upgrades Yes Yes Yes Yes
Products Supported Support by Product Matrix Support by Product Matrix Support by Product Matrix Support by Product Matrix
Method of Access Telephone/
Web
Telephone/
Web
Telephone/
Web
Telephone/
Web
Response Method Telephone/
Email
Telephone/
Email
Telephone/
Email
Telephone/
Email
Remote Support Yes Yes Yes Yes
Onsite Support Services No No 5 service days per contract year Depends on Support Offering Purchased
Root Cause Analysis No No Sev 1 Incidents Upon Request Only with Premier Offering
Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes Yes
Max Number of Support Admins per Contract 4 6 20 Depends on support contract purchased
Number of Support Requests Unlimited Unlimited Unlimited Unlimited
Support Account Manager No No Yes Depends on Support Contract
VMware Skyline Proactive Support No Yes Yes (Advanced and Early Access Features) Not Applicable
Quarterly Business Reviews No No Yes Depends on support contract Purchased

[1] Hours of operation for Latin America – Portuguese 8 a.m. to 6 p.m. (BRST), Spanish 8 a.m. (ARST) to 6 p.m. (CDT).
[2] Hours of operation for Fusion are 8 a.m. to 6 p.m. (PST/PDT) globally.

 

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Desktop Support

Feature Production Basic Per Incident
Hours of Operation 24 Hrs/Day
7 Days/Wk
365 Days/Yr
10 Hrs/Day
Mon–Fri
10 Hrs/Day
Mon–Fri
Length of Service 1 or 3 Years 1 or 3 Years Valid for one year after purchase of the incidents
Product Updates Yes Yes Not Available
Product Upgrades Yes Yes Not Available
Products Supported Support by Product Matrix Support by Product Matrix Support by Product Matrix
Method of Access Telephone/
Web
Telephone/
Web
Telephone/
Web
Response Method Telephone/
Email
Telephone/
Email
Telephone/
Email
Remote Support Yes Yes Not Available
Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes
Max Number of Support Admins per Contract 6 4 Not Applicable
Number of Support Requests Unlimited Unlimited 1, 3, or 5 Incidents

SaaS Support

Feature SaaS Basic SaaS Production SaaS Premier
Hours of Operation 12 Hrs/Day
Mon–Fri
24 Hrs/Day
7 Days/Wk
365 Days/Yr
24 Hrs/Day
7 Days/Wk
365 Days/Yr
Length of Service 1, 2 or 3 Years 1, 2 or 3 Years 1 or 3 Years
Product Updates Yes-SaaS Updates [1] Yes-SaaS Updates [1] Yes-SaaS Updates [1]
Products Supported Support by Product Matrix Support by Product Matrix Support by Product Matrix
Method of Access Telephone/Web [2] Telephone/Web [2] Telephone/Web [2]
Access to Senior Engineers No No Support Requests filed bypass Level One to a designated priority support queue that is staffed by Specialist Senior Support Engineers.
Support Account Manager No No Yes
Business Reviews No No Yes
Response Method Telephone/Email Telephone/Email Telephone/Email
Remote Support Yes Yes Yes
Access to VMware Web site Yes, and access to product SaaS Performance Dashboard [3] Yes, and access to product SaaS Performance Dashboard [3] Yes, and access to product SaaS Performance Dashboard [3]
Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes
Max Number of Support Admins per Contract 4 [4] 6 [4] 20 [4]
Number of Support Requests Unlimited Unlimited Unlimited

[1] "SaaS Update" means a subsequent release of the SaaS product which VMware generally makes available for its SaaS customers with an active SaaS product’s license and support contract at no additional fee. SaaS Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates. SaaS Updates do not include any product release, option, service or other SaaS product that VMware licenses separately. For more details, see SaaS Support Policies.
[2] Email where Web access is not available.
[3] Where available : Horizon Application Manager, Socialcast.
[4] You are required to establish and maintain an internal help desk for your employees and act as first-line support for the SaaS product. First-line support shall include, but not be limited to: (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the SaaS product, (ii) a direct response to users with respect to problems or issues with the SaaS product, (iii) a diagnosis of problems or issues of the SaaS product, and (iv) a resolution of known problems or issues with the SaaS product with the help of technical knowledge base articles. For more details, see SaaS Support Policies.

 

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