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

Datasheet     New! Skyline Technology

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

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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 >>

Premier Support for Healthcare >>

Premier Support for Telco >>

Premier Support for Federal >>

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

All*

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

VMware SDK and API Support Program

Proactive Support

Support Plan

Yes

Support Activity Review Meetings

Yes

Account Services Contact

Yes

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
24 hrs/day 7 days/week

Severity 2 Initial Target Response Time

Within 2 hours
10 hrs/day 7 days/week

Severity 3 Initial Target Response Time

Within 4 hours
10 hrs/day 5 days/week

Severity 4 Initial Target Response Time

Within 8 hours
10 hrs/day 5 days/week

 

Additional Information

The Premier support contract is limited to one business unit and Entitlement Account per customer, per geography.

 

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.