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 manager, 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 manager 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
Feature Premier Support for Healthcare

Hours of Operation

24x7x365

Length of Service

One-year and multi-year engagements are available

Product Updates & Upgrades

Included with required Production Support and Subscription Service

Products Supported

All products with production level entitlement

Method of Access

Telephone, Web

Response Method

Telephone, Web, Email

Designated Support Account Manager

Yes

Remote Support

Yes

Onsite Support Services

5 service days per contract year

SDK Support

SDK support is not available for all products. For more information go to the VMware SDK and API Support Program

Access to VMware Discussion Forums and Knowledge Base

Yes

Maximum Number of Technical Contacts per Contract

20 individual contacts in the Americas support geography

Number of Support Requests

Unlimited

Root Cause Analysis

Severity 1 incidents, upon request

Support Review Meetings

Yes

Troubleshooting Webinars

Quarterly

Proactive Support Services

Yes

Target Response Times
• Critical (Severity 1)
• Major (Severity 2)
• Minor (Severity 3)
• Cosmetic (Severity 4)

 

• 30 minutes or less; 24x7
• 2 business hours; 12x7
• 4 business hours; 10x5 (M–F)
• 8 business hours; 10x5 (M–F)

Target Restoration Times
• Critical (Severity 1)
• Major (Severity 2)
• Minor (Severity 3)
• Cosmetic (Severity 4)

 

4 hours
8 hours
1 week
Not Applicable

 

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. HCS Services engagements are governed by the VMware SnS Terms and Conditions.