VMware Success 360 is a comprehensive success offering that can guide you through all stages of your journey:
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Learn what your potential savings could be by answering a few questions in the Forrester ROI Estimator.
Map the optimal route for your technology journey with a personalized Success Plan to determine the right mix of VMware solutions and initiatives to achieve your objectives. Your personalized Success Plan:
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Expand the guidance you already receive with VMware Success 360 with an optional add-on for a VMware Success Executive.
Get the help you need throughout your technology lifecycle to address a variety of challenges from on-boarding and adoption to consumption and optimization. They include:
Empower your team to gain new skills to accelerate your technology value realization with the VMware Success 360 Digital Learning. It provides 24x7 access to hundreds of resources such as:
Keep systems running smoothly and minimize downtime. Prioritized and Proactive Support helps you speed issue resolution, coordinate root cause analysis, and prevent recurring incidents. Benefit from:
Looking to enhance the support you already get with VMware Success 360? Optimize your support experience with optional add-ons for a designated Support Services Manager or a Dedicated Technical Support Engineer.
Leverage the unified and comprehensive personalized experience provided by VMware Success 360 to help you:
Learn how Adoption Accelerators can help you throughout your technology lifecycle, from onboarding and adoption to consumption and optimization.
VMware Success 360 Standard | VMware Success 360 Advanced | VMware Success 360 Enterprise | |
Success Executive | Team-Based Success Desk | Up to 1 Day/Week |
Up to 2.5 Days/Week |
Success Planning | Self-Service | Guided 1/Year | Guided 3/Year |
Proactive Check-Ins | N/A | Monthly | Weekly |
Architecture Guidance |
N/A | N/A | 5 Sessions/Year |
Inform and Enable On-Demand Accelerators |
Unlimited | Unlimited | Unlimited |
Guide and Build Workshop Accelerators |
100 Hours/Year (Onboard Build only) |
200 Hours/Year | 400 Hours/Year |
Digital Learning | 10 Users | 20 Users | 50 Users |
VMware Success 360 Standard | VMware Success 360 Advanced | VMware Success 360 Enterprise | |
Prioritized and Proactive Support |
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Products Supported | All* | All* | All* |
Unlimited Support Requests | |||
Number of individual customer Administrators | 10 Users | 20 Users | Unlimited |
Region coverage | Global | Global | Global |
Business hours | 8:00 AM – 6:00 PM (local) ** | 8:00 AM – 6:00 PM (local) ** | 8:00 AM – 6:00 PM (local) ** |
Support Services Manager | Team-Based Support Desk | Up to 1 Day/Week |
Up to 2.5 Days/Week |
Support Activity Reporting and Reviews | N/A | ||
Expedited response times *** | |||
Root Cause Analysis (severity 1, upon request) | |||
VMware Skyline Proactive Insights Reports |
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Premium SDK and API Support Access**** |
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Target Response Times: Severity 1 Initial Response | Within 30 Min 24 hrs/day 7 days/week |
Within 30 Min 24 hrs/day 7 days/week |
Within 30 Min 24 hrs/day 7 days/week |
Target Response Times: Severity 2 Initial Response | Within 2 hours 10 hrs/day 7 days/week |
Within 2 hours 10 hrs/day 7 days/week |
Within 2 hours 10 hrs/day 7 days/week |
Target Response Times: Severity 3 Initial Response | Within 4 hours 10 hrs/day 5 days/week |
Within 4 hours 10 hrs/day 5 days/week |
Within 4 hours 10 hrs/day 5 days/week |
Target Response Times: Severity 4 Initial Response | Within 8 hours 10 hrs/day 5 days/week |
Within 8 hours 10 hrs/day 5 days/week |
Within 8 hours 10 hrs/day 5 days/week |
*All products with underlying Production Support entitlements. Product exclusions exist, for details download the VMware Success 360 Supported Products Quick Reference Guide.
**Japan Business Hours 9am-6pm local time
***Expedited Initial Target Response Time based on user profile published here