New! VMware Premier Support
Priority Access to Senior Engineers, Account Management, and Advanced Skyline Features
AT A GLANCE
VMware Premier Support is offered as a supplement to the VMware Production Support and Subscription Service. This service is designed for customers who need access to senior-level, proactive support staff to keep their virtual infrastructures up and running 24x7. You will receive a designated account manager, familiar with your team and environment, who will work with you, up to the equivalent of one service day per week. Your account manager 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
- Provide Support Business Reviews with trend analysis and feedback based on your support activity
- Coordinate onsite and proactive support services based upon Skyline recommendations
KEY BENEFITS
- Priority Access to senior-level technical support engineers provides expert assistance and speeds issue resolution
- Aggressive target response times help minimize downtime
- Additional business-hours weekend coverage is available for Severity 2 issues
- Proactive and reactive remote / onsite support services options included
NEW INDUSTRY VERTICALS
To expand on the value of the new Premier support, industry-specific verticals are available for customers in the Financial, Healthcare and Telecommunications sectors.
Premier Support for Finance >>
| Overview |
|
| Self Help Access: KB Articles, Product Documentation & Communities |
Yes |
| Online Access to Product Updates & Upgrades |
Yes |
| Length of Contract Engagement |
One Year or Multi-Year |
| Products Supported |
|
| Reactive Support |
|
| Number of Support Requests |
Unlimited |
| Number of Support Administrators (Individual) |
20 |
| Root Cause Analysis |
Severity 1 Issues, on request |
| Senior-Level Support Engineers |
Yes |
| Onsite Engagements |
Selected Products |
| SDK |
|
| Proactive Support |
|
| Support Plan |
Yes |
| Support Activity Review Meetings |
Yes |
| Designated Support Contact |
Account Manager |
| Support Request Reporting & Trend Analysis |
Yes |
| Best Practice Discussions |
Yes |
| Skyline: Advanced Rules & Early Access to New Features |
Yes |
| Response Times |
|
| Severity 1 Initial Target Response Time |
Within 30 min |
| Severity 2 Initial Target Response Time |
Within 2 hours |
| Severity 3 Initial Target Response Time |
Within 4 hours |
| Severity 4 Initial Target Response Time |
Within 8 hours |
Additional Information
The Premier support contract is limited to one business unit and Entitlement Account per customer, per geography. Additional SAM and geography coverage options are available for purchase.
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. VMware Premier Support engagements are governed by the VMware Technical Support and Subscription Services terms and conditions and VMware Cloud Services Support terms and conditions.