New VMware Premier Support

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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
Feature Premier Support
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 support entitlements
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
Access to VMware Discussion Forums and Knowledge Base Yes
Maximum Number of Technical Contacts per Contract 20 individual technical contacts per support geography
Number of Support Requests Unlimited
Root Cause Analysis Severity 1 incidents upon request
Support Business Reviews As Requested
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 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. MCS Services engagements are governed by the VMware SnS Terms and Conditions.