To all our valued customers

VMware is actively monitoring the ongoing developments of the COVID-19 outbreak and taking precautions to address the safety of our employees while ensuring we meet the business needs of our customers and partners.

As a valued customer we want to assure you of the resilience of our support organisation and that we are here for you when you need us most. Our Global support and services teams are well-prepared to manage the potential challenges related to the COVID-19 virus.

VMware and our Services organisations have fully operational and tested business continuity plans. Our Crisis Management Team, comprised of leaders from across our company, meet daily to keep up with global changes and developments in relation to COVD 19 as they evolve.

Global Support

Our global support teams are located in 6 main support centres across the globe, giving us strong geographic resilience in terms of our ability to provide continuity of service for our customers. Although many of our offices remain open at present, we are now following international best practice guidelines and have seamlessly transitioned our global support team to work from their homes, utilising our own industry leading technology and best in class collaboration tools.

It is business as usual and we recommend you contact us using our online channels for any support issues to ensure the fastest response times. We continue to operate 24x7 and given the current environment have put extra measures in place to ensure continued smooth operations. Our global support leadership team are in constant communication and we are tracking all our customer support issues diligently to ensure we can help all our customers and prioritise their essential needs as required.

Professional Services

Our Professional Services organisation including our Consulting, TAM and Education Services are also fully operational; all team-members are fully equipped to efficiently and effectively work from home. We’ve added capacity to our World-wide consulting centers and collaborated with our Product teams to offer rapidly deployable solutions to expand infrastructure capacity as well as enable secure remote productivity for our customer’s employees. For customers interested in our Educational offerings, we’ve moved all our open enrolment courses to Live Online – to provide the same high-quality, instructor-led experience, but remotely delivered. Where permissible by local country and health agency guidelines, and at the discretion of our customers and team members, we remain available to offer on-site support by our Consulting and TAM teams.

To learn more about how VMware can further help you at this time please click here.

Rest assured, VMware Global Support and Professional Services continue to be here to meet your needs.

For VMware’s full response for COVID 19 and latest updates please go to the following location https://www.vmware.com/company/news/updates/vmware-response-covid-19.html

Faithfully yours,

Sumit Dhawan

Chief Customer Experience Officer