VMware Premier Support
Priority Access to Senior Engineers, Account Services, 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 services team, familiar with your team and environment, who will work with you. Your account services team 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
- 20 individual Support Administrators
Premier Support
Premier Support is available for the Financial, Healthcare and Telecommunications sectors, providing priority access to senior-level engineers with industry-specific knowledge. Premier Support for Federal offers priority access to U.S. citizen / U.S. soil, senior-level engineers.
Additional Information
The Premier Support contract is limited to one business unit and Entitlement Account per customer per geography. Premier Support for Healthcare is currently only available in the Americas support geography.
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: 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, in the case of Premier Support for Telco the amendment for VMware Premier Support for Telco.