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Production Support & Subscription

Focused, 24-Hour Support For Production Environments

  • Global, 24x7 support for Severity 1 issues
  • Fast response times for critical issues
  • Unlimited number of support requests
  • Remote Support
  • Online access to documentation and technical resources, knowledge base, discussion forums
  • Product updates and upgrades

Overview

VMware Production Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

Feature Production Support
Hours of Operation [1] 24 Hours/Day
7 Days/Week
365 Days/Year
Length of Service 1 or 3 Years
Product Updates [2] Yes
Product Upgrades [2] Yes
Products Supported [3] Support by Product Matrix
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support Yes
Root Cause Analysis Available only with Business Critical or Mission Critical Support Offering
Access to VMware Discussion Forums and Knowledge Base Yes
Max Number of Technical Contacts per Contract 6
Number of Support Requests Unlimited
Target Response Times

Critical (Severity 1)
Major (Severity 2)
Minor (Severity 3)
Cosmetic (Severity 4)

30 minutes or less: 24x7
4 business hours
8 business hours
12 business hours
Business Hours
North America
Alaska, Hawaii
Latin America

Europe, Middle East, Africa (EMEA)

Asia, Pacific Rim

Japan (APJ)

Australia/New Zealand		 Monday - Friday
6 a.m. to 6 p.m. (local time zone)
6 a.m. to 6 p.m. (PST/PDT)
9 a.m. to 6 p.m. (local time zone)

7 a.m. to 7 p.m. (GMT/GMT+1)

8:30 a.m. to 8:30 p.m. (Singapore Time)

8:00 a.m. to 8:00 p.m. (JST)

7 a.m. to 7 p.m. (Sydney AET)

[1] Hours of operation for Socialcast On Prem Platform products are Monday – Friday, 6 a.m. to 6 p.m. (PST/PDT).  Severity 1 issues are responded to 24x7.
[2] Product updates and upgrades are not included with Production Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
[3] VMware Workstation requires a minimum of ten (10) licenses in order to purchase Production Support.

Additional Information

Purchase information can be found by dialing one of VMware's toll free numbers and choosing the Sales Option or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Welcome Guide.