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VMware offers access to the world's largest virtualization
support organization with the most experience supporting critical
applications in a virtual infrastructure. Along with our excellent
self-service web-based support resources the following offerings
are available:
Platinum
VMware Platinum 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 supporting virtual infrastructure
products in real-world customer environments.
Platinum Support Key Benefits
- Global, 24x7 support for Severity 1 issues
- Fast response times for critical issues
- Unlimited number of support requests
- Remote Support
- Online access to documentation and technical resources,
knowledge base, discussion forums
- Product updates and upgrades
- Length of Service available for 1, 2 or 3 Years
Platinum Support Target Response Times
- Critical (Severity 1) - 30 minutes or less; 24x7
- Major (Severity 2) - 4 business hours
- Minor (Severity 3) - 8 business hours
- Cosmetic (Severity 4) - 12 business hours
Platinum Support Business Hours
- North America and Latin America - 6 a.m. to 6 p.m. (local
time zone)
- Alaska, Hawaii - 6 a.m. to 6 p.m. (PST)
- South America (NASA) - 6 a.m. to 6 p.m. (EST)
- Europe, Middle East, Africa (EMEA) - 7 a.m. to 7 p.m.
(GMT)
- Asia, Pacific Rim, Japan (APJ) - 8:30 a.m. to 8:30 p.m.
(Singapore Time)
- Australia/New Zealand - 7 a.m. to 7 p.m. (Sydney AET)
Gold Support
VMware Gold 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.
Gold Support Key Benefits
- Global, 12x5 access to support
- Unlimited number of support requests
- Remote Support
- Online access to documentation and technical resources,
knowledge base, discussion forums
- Product updates and upgrades
- Length of Service available for 1, 2 or 3 Years
Gold Support Target Response Times
- Critical (Severity 1) - 4 business hours
- Major (Severity 2) - 8 business hours
- Minor (Severity 3) - 12 business hours
- Cosmetic (Severity 4) - 12 business hours
Gold Support Business Hours
- North America and Latin America - 6 a.m. to 6 p.m. (local
time zone)
- Alaska, Hawaii - 6 a.m. to 6 p.m. (PST)
- South America (NASA) - 6 a.m. to 6 p.m. (EST)
- Europe, Middle East, Africa (EMEA) - 7 a.m. to 7 p.m.
(GMT)
- Asia, Pacific Rim, Japan (APJ) - 8:30 a.m. to 8:30 p.m.
(Singapore Time)
- Australia/New Zealand - 7 a.m. to 7 p.m. (Sydney AET)
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