Priority Access to Senior-Level Engineers with Financial Industry Knowledge, on-site on-demand for Sev 1 issues, and upgrade planning

AT A GLANCE

VMware Premier Support for Financial is offered as a supplement to the VMware Production Support and Subscription Service. Premier Support for Financial 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 account manager, familiar with your industry and environment, who will work with you to:

  • Expedite support request resolution 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
  • Proactive upgrade planning assistance for your large environments
  • Six month buffer of extended support on select products

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 account manager who has knowledge of your industry, environment, and is aware of your support history
  • Ability to request a support on-site resource for severity 1 issues (twice per year)
  • Proactive upgrade planning assistance for your large environments
  • Help avoid future issues with preventative recommendations
  • Additional business-hours weekend coverage is available for Severity 2 issues
Feature Premier Support for Financial
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 All products with production level entitlement
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
SDK Support SDK support is not available for all products. For more information go to the VMware SDK and API Support Program
Access to VMware Discussion Forums and Knowledge Base Yes
Maximum Number of Technical Contacts per Contract Unlimited individual contacts in the Americas support geography
Number of Support Requests Unlimited
Root Cause Analysis Severity 1 incidents, upon request
Support Review Meetings Yes
Severity 1 Fast Pass Up to 2 times per year
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; 10x7
4 business hours; 10x5 (M – F)
8 business hours; 10x5 (M – F)

 

Additional Information

The Premier Support for Financial contract is limited to one business unit and Entitlement Account per customer.

 

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.