| Severity | Definition |
|---|---|
| Critical (On Premise Severity 1) | Production server or other mission critical system(s) are down and no workaround is immediately available.
Severity 1 support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours. |
| Major (On Premise Severity 2) | Major functionality is severely impaired.
|
| Minor (On Premise Severity 3) | Partial, non-critical loss of functionality of the software.
|
| Cosmetic (On Premise Severity 4) | General usage questions.
|
| Severity | Definition |
|---|---|
| Critical (SaaS Severity 1) | Critical production issue that severely impacts your use of the service.The situation halts your business operations and no procedural workaround exists.
Severity 1 issues require the customer to have dedicated resources available to work on the issue on an ongoing basis with VMware. |
| Major (SaaS Severity 2) | Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.
|
| Minor (SaaS Severity 3) | There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable. |
| Cosmetic (SaaS Severity 4) | Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available. |
The severity of the problem and the service levels of the support program that you purchase determine the speed and method of our response targets. Following are the response time targets for providing the initial response.
| Offering | Critical (Severity 1) |
Major (Severity 2) |
Minor (Severity 3) |
Cosmetic (Severity 4) |
|---|---|---|---|---|
| Mission Critical | 30 minutes or less; 24x7 | 2 business hours; 12x7 | 4 business hours; 12x5 | 8 business hours; 12x5 |
| Business Critical | 30 minutes or less; 24x7 | 4 business hours | 8 business hours | 12 business hours |
| Production | 30 minutes or less; 24x7 | 4 business hours | 8 business hours | 12 business hours |
| SaaS Production | 30 minutes or less; 24x7 | 4 business hours | 8 business hours | 12 business hours |
| Basic | 4 business hours | 8 business hours | 12 business hours | 12 business hours |
| SaaS Basic | 1 hour or less; 24x7 | 4 business hours | 8 business hours | 12 business hours |
| vFabric Developer | Standard: 12 business hours Premium: 4 business hours |
Standard: 12 business hours Premium: 4 business hours |
Standard: 12 business hours Premium: 4 business hours |
Standard: 12 business hours Premium: 4 business hours |
| Per Incident | VMware ESXi Per Incident: 4 business hours All other Per Incident support: 24 hours |
24 hours | 24 hours | 24 hours |
| SDK Support | Standard: 2 business days Premium: 1 business day |
Standard: 2 business days Premium: 1 business day |
Standard: 2 business days Premium: 1 business day |
Standard: 2 business days Premium: 1 business day |
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|---|---|
| NASA North America Alaska, Hawaii Latin America |
Mon–Fri, 6 a.m. to 6 p.m. (Local Time Zone) Mon–Fri, 6 a.m. to 6 p.m. (Pacific Time Zone) Mon–Fri, 9 a.m. to 6 p.m. (Local Time Zone) |
| EMEA (Europe, Middle East, Africa) | Mon–Fri, 7 a.m. to 7 p.m. (GMT/GMT+1) |
| APJ (Asia, Pacific Rim, Japan) Australia/New Zealand |
Mon-Fri, 8:30 a.m. to 8:30 p.m. (Singapore Time) Mon-Fri, 7 a.m. to 7 p.m. (Australian Eastern Time) Mon-Fri, 8 a.m. to 8 p.m. (Japan Time) |
Hours of operation for vFabric Developer Support are 6 a.m. to 6 p.m. local time.
Hours of operation for VMware IT Business Management and IT Financial Management are 8 a.m. to 5 p.m. (EST/EDT/GMT), except holidays.