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VMware Support Offerings
Beyond Virtual Machines & Server

VMware Basic Support & Subscription

Weekday Support for Test, Dev and Non-Critical Deployments

Overview

VMware Basic Support is designed for non-critical applications and platforms that require support during normal business hours. Our global support centers have been strategically placed to provide you with fast and efficient access to the support center in your region. Each center is staffed with engineers that can provide industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

VMware Production Support & Subscription Service

Technical Support, 12 Hours/Day, per published Business Hours, Mon. thru Fri.

Overview

VMware Production Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

Feature Production Support Basic Support
Hours of Operation1 24 Hours/Day
7 Days/Week
365 Days/Year
12 Hours/Day
Monday–Friday
Length of Service 1 or 3 Years 1 or 3 Years
Product Updates 2 Yes Yes
Product Upgrades 2 Yes Yes
Products Supported 3 All Products
(excluding VMware Fusion and VMware Player)
All Products
Method of Access Telephone/Web Telephone/Web
Response Method Telephone/Email Telephone/Email
Remote Support Yes Yes
Root Cause Analysis Available only with Business Critical or Mission Critical Support Offering Available only with Business Critical or Mission Critical Offering
Access to VMware Web Site Yes Yes
Access to VMware Discussion Forums and Knowledge Base Yes Yes
Max Number of Technical Contacts per Contract 6 4
Number of Support Requests Unlimited Unlimited
Target Response Times
Critical (Severity 1)
Major (Severity 2)
Minor (Severity 3)
Cosmetic (Severity 4)

30 minutes or less: 24x7
4 business hours
8 business hours
12 business hours

4 business hours
8 business hours
12 business hours
12 business hours
Business Hours
North America
Alaska, Hawaii
Latin America

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)
9 a.m. to 6 p.m. (local time zone)

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)
Monday - Friday
6 a.m. to 6 p.m. (local time zone)
6 a.m. to 6 p.m. (PST/PDT)
9 a.m. to 6 p.m. (local time zone)

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)

1 Hours of operation for Gemstone are Monday – Friday, 8 a.m. to 5 p.m. (PST/PDT). Severity 1 issues are responded to 24x7.
2 Product updates and upgrades are not included with Basic Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
Product updates and upgrades are not included with Production Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
3 VMware Fusion Professional and VMware Workstation require a minimum of ten (10) licenses in order to purchase Basic support. VMware Workstation requires a minimum of ten (10) licenses in order to purchase Production Support.