Healthcare Critical Support
Priority Access to Senior-Level Engineers with Healthcare Industry Knowledge
AT A GLANCE
VMware Healthcare Critical Support is offered as a supplement to the VMware Production Support and Subscription Service. Healthcare Critical Support 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 support team, familiar with your industry and environment, who will work with you to:
- Provide support request 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 support team who has knowledge of your industry, environment, and is aware of your support history
- Help avoid future issues with preventative recommendations
- Additional business-hours weekend coverage is available for Severity 2 issues
| Feature | Healthcare 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 |
|
Method of Access |
Telephone, Web |
Response Method |
Telephone, Web, Email |
Designated Support Team |
Yes |
Remote Support |
Yes |
Onsite Support Services |
3 service days per contract year |
Access to VMware Discussion Forums and Knowledge Base |
Yes |
Maximum Number of Technical Contacts per Contract |
10 individual contacts in the Americas support geography |
Number of Support Requests |
Unlimited |
Root Cause Analysis |
Severity 1 incidents, upon request |
Support Review Meetings |
Every other week |
Proactive Support Services |
Yes |
Target Response Times |
• 30 minutes or less; 24x7 |
Additional Information
The HCS contract is limited to one business unit and Entitlement Account per customer. HCS 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.