VMware Mission Critical Support is offered as a supplement to the VMware Production Support and Subscription Service. This service is designed for customers who need access to senior-level, proactive support staff to keep their virtual infrastructures up and running 24x7. You will receive a designated account manager, familiar with your team and environment, who will work with you, up to the equivalent of one service day per week. Your account manager will work with you to:
Feature | Mission Critical Support |
---|---|
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 | Support by Product Matrix |
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 |
Access to VMware Discussion Forums and Knowledge Base | Yes |
Maximum Number of Technical Contacts per Contract | Unlimited, individual technical contacts per support geography |
Number of Support Requests | Unlimited |
Root Cause Analysis | Severity 1 & 2 incidents, upon request |
Support Review Meetings | Weekly |
Support Business Reviews | 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; 12x5 (M – F) 8 business hours; 12x5 (M – F) |
The MCS contract is limited to one business unit and Entitlement Account per customer, per geography. Additional SAM and geography coverage options are available for purchase.
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. MCS Services engagements are governed by the VMware SnS Terms and Conditions.