Priority Access to Senior-Level Engineers with Healthcare Industry Knowledge, training for your IT staff and accelerated resolution times

AT A GLANCE

VMware Premier Support for Healthcare is offered as a supplement to the VMware Production Support and Subscription Service. Premier Support for Healthcare is designed for customers who need access to senior-level support staff to keep their virtual infrastructures up and running 24x7. You will receive a designated account manager, familiar with your industry and environment, who will work with you to:

  • Expedite support request resolution 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

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
  • A designated account manager who has knowledge of your industry, environment, and is aware of your support history
  • Quarterly troubleshooting webinars to week your IT staff trained on the latest technology and known issues
  • Help avoid future issues with preventative recommendations
  • Additional business-hours weekend coverage is available for Severity 2 issues

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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

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

Designated Support Contact

Account Manager

Support Request Reporting & Trend Analysis

Yes

Best Practice Discussions

Yes

Skyline: Advanced Rules & Early Access to New Features

Yes

Quarterly Troubleshooting Webinars

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 for Healthcare contract is limited to one business unit and Entitlement Account per customer. 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: 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.