Note: VMware retired the VMware Silver Support and Subscription Service on March 31, 2010 and will honor existing contracts through the end of their term. Please consider our other support options to address your needs.
VMware Silver Support is designed for individual users of our VMware Workstation product. Silver support requests are submitted via the VMware support Web site only. Subscribers to this service should take advantage of our online knowledge base, documentation and discussion forums. Developers, test engineers and help desk personnel requiring the ability to contact VMware Support by phone should consider the VMware Basic Support service.
| Feature | Silver Support |
|---|---|
| Hours of Operation | 12 Hours/Day
Monday–Friday |
| Length of Service | 1, 2 or 3 Years |
| Product Updates | Yes |
| Product Upgrades | Yes |
| Products Supported | Workstation Only |
| Method of Access | Web Only |
| Response Method | Email Only |
| Access to VMware Web Site | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Max Number of Support Administrators per Contract | 2 |
| Number of Support Requests | Unlimited |
| Target Response Times – Web only
Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
8 business hours 12 business hours 12 business hours 12 business hours |
| Business Hours
North America and Latin America Alaska, Hawaii South America (NASA) Europe, Middle East, Africa (EMEA) Asia, Pacific Rim, Japan (APJ) Australia/New Zealand |
Monday - Friday
6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST/PDT) 6 a.m. to 6 p.m. (EST/EDT) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 7 a.m. to 7 p.m. (Sydney AET) |
Purchase information can be found by dialing one of VMware's toll free numbers and choosing the Sales Option or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Welcome Guide.