VMware Per Incident Support is designed to meet the needs of individual consumers or customers with no or small datacenters and software development organizations. An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with Technical Support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a three or five incident pack, you can take advantage of a built in discount, as well as contact VMware Technical Support for three or five independent technical issues for your specified product.
VMware offers Per Incident Support for several products allowing access to support as you need it. With Per Incident Support, customers can choose to log cases and receive responses either through the Web or by the phone.
Before purchasing Per Incident Support, VMware highly recommends that you take advantage of VMware's online knowledge base, documentation and discussion forums – complimentary resources that may lead directly to the answers needed!
VMware Per Incident Support is valid for one year after purchase during the General Support phase and does not include product updates or upgrades. Per Incident Support is not available during the Technical Guidance phase. Review the VMware Lifecycle Product Matrix for End of General Support dates. Per Incident Support is non-refundable. Please see the VMware Per Incident Support Data Sheet and VMware Support and Subscription Services Terms and Conditions for more details.
| Feature | VMware Hypervisor (ESXi), VMware vSphere Essentials* | VMware Workstation Pro | VMware vCenter Converter Standalone | VMware Fusion, Fusion Pro and Workstation Player |
|---|---|---|---|---|
| Hours of Operation | 12 hours/day Monday–Friday | 12 hours/day Monday–Friday | 12 hours/day Monday–Friday | 12 hours/day Monday–Friday |
| Length of Service | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident |
| Method of Access | Web and phone | Web and phone | Web and phone | Web and phone |
| Response Method | Phone and email | Phone and email | Phone and email | Phone and email |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes | Yes |
| Per Incident Support Options | 1-, 3-, 5-incident packs | 1-, 3-, 5-incident packs | 1 incident | 1-, 3-, 5-incident packs |
| Target Response Times | 4 business hours for severity 1; next business day for all other severities | 1 business day for all severities | 1 business day for all severities | 1 business day for all severities |
| 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) 7 a.m. to 7 p.m. (Sydney AET). |
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) 7 a.m. to 7 p.m. (Sydney AET). |
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) 7 a.m. to 7 p.m. (Sydney AET). |
Monday - Friday 6 a.m. to 6 p.m. (PST/PDT) Globally |
| How to Purchase | Resellers VMware Store – VMware vSphere Hypervisor (ESXi) Per Incident support VMware Store – VMware vSphere Essentials Per Incident support |
Resellers VMware Store – Workstation Pro Per Incident support |
Resellers VMware Store – vCenter Converter Standalone Per Incident support |
Resellers VMware Store - Fusion Per Incident support VMware Store - Workstation Player Per Incident support |
*Per Incident support for VMware vSphere Essentials is not available for VMware ESXi or VMware vCenter Server licenses sold as part of the Foundation, Standard or Enterprise bundles. Per Incident support is not available for VMware vSphere Essentials for Retail and Branch Offices or VMware vSphere Essentials Plus for Retail and Branch Offices; Basic and Production support are available for these products.