VMware Support Offerings

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.

• 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

• 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

• 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.

• 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

• Critical (Severity 1) - 4 business hours
• Major (Severity 2) - 8 business hours
• Minor (Severity 3) - 12 business hours
• Cosmetic (Severity 4) - 12 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)