VMware Support Offerings
Beyond Virtual Machines & Server
VMware Production Support & Subscription
Technical Support, 24 Hour Sev 1 Support -- 7 days a week.Focused, 24-Hour Support For Production Environments
- 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
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.
VMware Basic Support & Subscription Service
Technical Support, 12 Hours/Day, per published Business Hours, Mon. thru Fri.Weekday Support for Test, Dev and Non-Critical Deployments
- 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
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.
| Feature | Production Support | Basic Support |
|---|---|---|
| Hours of Operation | 24 Hrs/Day 7 Days/Wk 365 Days/Yr 1 |
12 Hrs/Day Mon–Fri 1 |
| Length of Service | 1 or 3 Years | 1 or 3 Years |
| Product Updates | Yes | Yes |
| Product Upgrades | Yes | Yes |
| Products Supported | All Products (excluding VMware Fusion and Player) |
All Products (excluding VMware Fusion and Player) |
| Method of Access | Telephone/ Web |
Telephone/ Web |
| Response Method | Telephone/ |
Telephone/ |
| Remote Support | Yes | Yes |
| Access to VMware Web site | Yes | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes |
| Max Number of Support Admins per Contract | 6 | 4 |
| Number of Support Requests | Unlimited | Unlimited |
Target Response Times Critical (Severity 1 |
30 minutes or less: 24x7 |
4 business hours |
Business Hours Europe, Middle East, Africa (EMEA Asia, Pacific Rim, Japan (APJ) Australia/New Zealand |
Monday - Friday 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 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) |
1Hours of operation for Gemstone are Monday - Friday, 8 a.m. to 5 p.m. (PST/PDT) globally.
1Hours of operation for VMware Go Pro and vCenter Protect products are 7 a.m. to 7 p.m. (CST/CDT), except holidays.
1Hours of operation for VMware IT Business Management and IT Financial Management are 8 a.m. to 5 p.m. (EST/EDT/GMT) except holidays.
1Hours of operation for Socialcast are 6 a.m. to 6 p.m. (PST/PDT).