Focused, 24-Hour Support For Production Environments

  • Global, 24x7 support for Severity 1 issues
  • Fast response times for critical issues
  • Unlimited number of Support Requests
  • Online access to documentation and technical resources, knowledge base, discussion forums
  • Cloud updates

Datasheet

Overview

VMware Software as a Service Production Support is designed with your access to SaaS products in mind. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success. Our global support centers are staffed around the clock to ensure you have access to the product from your web browser anywhere the internet is available. VMware handles software deployment and maintenance, allowing you to focus on running your business.

 

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Overview

Self Help Access: KB Articles, Product Documentation & Communities

Yes

Online Access to Product Updates & Upgrades

Yes

Length of Contract Engagement

1, 2 or 3 years

Products Supported

All

Business Hours

Monday - Friday

Reactive Support

Number of Support Requests

Unlimited

Number of Support Administrators (Individual)

6

Root Cause Analysis

Formal Root Cause Analysis available with VMware Premier Support

Response Times

Severity 1 Initial Target Response Time

30 minutes or less
24 hrs/day 7 days/week

Severity 2 Initial Target Response Time

4 business hours
10 hrs/day 5 days/week

Severity 3 Initial Target Response Time

8 business hours
10 hrs/day 5 days/week

Severity 4 Initial Target Response Time

12 business hours
10 hrs/day 5 days/week

ADDITIONAL INFORMATION

Purchase information can be found by dialing one of VMware’s toll free numbers and choosing the Sales Option or contacting one of VMware’s resellers

Additional information about VMware’s support policies and offerings can be found in the VMware Technical Support Welcome Guide.

 

TERMS AND CONDITIONS

This datasheet is for informational purposes only. VMWARE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DATASHEET.

VMware cloud services are governed by the applicable VMware Cloud Services Support terms and conditions.