Support from the Virtualization and Cloud Infrastructure Experts

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                      As part of the VMware Services family, Global Support Services works in conjunction with VMware Consulting Services, VMware Education Services and VMware Certification Services to accelerate return on investments while mitigating risk. VMware employs the largest technical force dedicated to virtualization and specializes in the support of highly complex, varied, heterogeneous and mission-critical virtual and cloud computing environments.

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                      The combination of VMware customer-proven virtualization and cloud infrastructure solutions, and world-class Global Support Services enables customers and partners to follow an evolutionary path to cloud computing. By preserving existing application and infrastructure investments while accelerating realized value from a cloud computing approach, customers can achieve efficiency through utilization and automation, agility with control, and freedom of choice. To meet the needs of organizations—large and small, global and regional—VMware offers the support options below.

                      On Premise

                      Hosted

                      Developer

                      Other

                       

                      Product Support Matrix

                      Download the quick reference guide for the current VMware support offering by product.

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                      General Support

                      Feature Production Basic U.S. Federal Per Incident
                      Hours of Operation 24 Hrs/Day
                      7 Days/Wk
                      365 Days/Yr [1]
                      12 Hrs/Day
                      Mon–Fri [1]
                      24 Hrs/Day
                      7 Days/Wk
                      365 Days/Yr
                      12 Hrs/Day
                      Mon–Fri [2]
                      Length of Service 1 or 3 Years 1 or 3 Years Depends on support contract purchased Valid for one year after purchase of the incidents
                      Product Updates Yes Yes Depends on support contract purchased Not Available
                      Product Upgrades Yes Yes Depends on support contract purchased Not Available
                      Products Supported Support by Product Matrix Support by Product Matrix Support by Product Matrix Support by Product Matrix
                      Method of Access Telephone/
                      Web
                      Telephone/
                      Web
                      Telephone/
                      Web
                      Telephone/
                      Web
                      Response Method Telephone/
                      Email
                      Telephone/
                      Email
                      Depends on support contract purchased Telephone/
                      Email
                      Remote Support Yes Yes Depends on support contract purchased Not Available
                      Root Cause Analysis Available only with Business Critical or Mission Critical Offering Available only with Business Critical or Mission Critical Offering Available only with Business Critical or Mission Critical Offering Available only with Business Critical or Mission Critical Offering
                      Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes Yes
                      Max Number of Support Admins per Contract 6 4 Depends on support contract purchased Not Applicable
                      Number of Support Requests Unlimited Unlimited Depends on support contract purchased 1, 3, or 5 Incidents
                      VMware Skyline Proactive Support Yes Not Applicable Not Applicable Not Applicable

                      [1] Hours of operation for Latin America – Portuguese 9 a.m. to 8 p.m. (BRST), Spanish 9 a.m. (ARST) to 6 p.m. (CDT).
                      [2] Hours of operation for Fusion are 6 a.m. to 6 p.m. (PST/PDT) globally.

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                      Premier Support

                      Feature Mission Critical Healthcare Critical Business Critical Production
                      Hours of Operation 24 Hrs/Day
                      7 Days/Wk
                      365 Days/Yr
                      24 Hrs/Day
                      7 Days/Wk
                      365 Days/Yr
                      24 Hrs/Day
                      7 Days/Wk
                      365 Days/Yr
                      24 Hrs/Day
                      7 Days/Wk
                      365 Days/Yr
                      Length of Service 1 year or multi-year 1 year or multi-year 1 year or multi-year 1 year or multi-year
                      Product Updates Included with required Production Support and Subscription Service Included with required Production Support and Subscription Service Included with required Production Support and Subscription Service Yes
                      Product Upgrades Included with required Production Support and Subscription Service Included with required Production Support and Subscription Service Included with required Production Support and Subscription Service Yes
                      Products Supported Support by Product MatrixSupport by Product Matrix Support by Product Matrix Support by Product Matrix
                      Method of Access Telephone/Web Telephone/Web Telephone/Web Telephone/Web
                      Response Method Telephone/Email Telephone/Email Telephone/Email Telephone/Email
                      Remote Support Yes Yes Yes Yes
                      Onsite Support for Exceptional Escalations Yes Yes Not Available Not Available
                      Max Number of Support Admins per Contract Unlimited within contracted support region [1] Limited to 10 per HCS contract per support region [1] Limited to 6 per BCS contract per support region [1] 6
                      Number of Support Requests Unlimited Unlimited Unlimited Unlimited
                      Direct Routing to Senior-level Engineers Support Requests filed bypass Level One to a designated priority support queue that is staffed by Specialist Senior Support Engineers. Support Requests filed bypass Level One to a designated priority support queue that is staffed by Specialist Senior Support Engineers. Support Requests filed bypass Level One and will be routed to your assigned Senior Support Team during local business hours, routing to production support during off hours. Not Available
                      Point of Contact Assigned Account Manager and Specialist Senior Support Engineers. Designated Senior Support Engineer with healthcare industry knowledge Designated Senior Support Engineer Not Available
                      Customer Support Plan Yes Yes Yes Not Available
                      Support Review Meetings Daily, Weekly or Monthly (As Desired) Monthly Monthly Not Available
                      Customer Site Profile Yes Yes Yes Not Available
                      Root Cause Analysis Yes Yes Yes Not Available
                      Support for Migration and Updates Yes Yes Yes Not Available
                      Quarterly Business Reviews Yes Not Available Not Available Not Available
                      Prerequisites Requires VMware Production Support in place for all VMware products to be covered and supported under VMware Mission Critical Support. One customer contact must be VCP certified. A VMware TAM is required. Requires VMware Production Support in place for all VMware products to be covered and supported under VMware Healthcare Critical Support. One customer contact must be VCP certified. Requires VMware Production Support in place for all VMware products to be covered and supported under VMware Business Critical Support. One customer contact must be VCP certified. Not Applicable
                      VMware Skyline Proactive Support Yes Yes Yes Yes

                      [1] Support Regions are defined as

                      • Region #1: The Americas (North, Central and South)
                      • Region #2: EMEA
                      • Region #3: APAC

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                      Desktop Support

                      Feature Production Basic Per Incident
                      Hours of Operation 24 Hrs/Day
                      7 Days/Wk
                      365 Days/Yr
                      12 Hrs/Day
                      Mon–Fri
                      12 Hrs/Day
                      Mon–Fri
                      Length of Service 1 or 3 Years 1 or 3 Years Valid for one year after purchase of the incidents
                      Product Updates Yes Yes Not Available
                      Product Upgrades Yes Yes Not Available
                      Products Supported Support by Product Matrix Support by Product Matrix Support by Product Matrix
                      Method of Access Telephone/
                      Web
                      Telephone/
                      Web
                      Telephone/
                      Web
                      Response Method Telephone/
                      Email
                      Telephone/
                      Email
                      Telephone/
                      Email
                      Remote Support Yes Yes Not Available
                      Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes
                      Max Number of Support Admins per Contract 6 4 Not Applicable
                      Number of Support Requests Unlimited Unlimited 1, 3, or 5 Incidents

                      SaaS Support

                      Feature SaaS Production SaaS Basic

                      Hours of Operation

                      24 Hrs/Day
                      7 Days/Wk
                      365 Days/Yr

                      12 Hrs/Day
                      Mon-Fri

                      Length of Service

                      1, 2 or 3 Years

                      1, 2 or 3 Years

                      Product Updates

                      Yes-SaaS Updates [1]

                      Yes-SaaS Updates [1]

                      Product Upgrades

                      No

                      No

                      Products Supported

                      Support by Product Matrix Support by Product Matrix

                      Method of Access

                      Telephone/Web [2]

                      Telephone/Web [2]

                      Response Method

                      Telephone/Email

                      Telephone/Email

                      Remote Support

                      Yes

                      Yes

                      Access to VMware Web site

                      Yes, and access to product SaaS Performance Dashboard [3]

                      Yes, and access to product SaaS Performance Dashboard [3]

                      Access to VMware Discussion Forums and Knowledge Base

                      Yes

                      Yes

                      Max Number of Support Admins per Contract

                      6 [4]

                      4 [4]

                      Number of Support Requests

                      Unlimited

                      Unlimited

                      [1] "SaaS Update" means a subsequent release of the SaaS product which VMware generally makes available for its SaaS customers with an active SaaS product’s license and support contract at no additional fee. SaaS Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates. SaaS Updates do not include any product release, option, service or other SaaS product that VMware licenses separately. For more details, see SaaS Support Policies.
                      [2] Email where Web access is not available.
                      [3] Where available : Horizon Application Manager, Socialcast.
                      [4] You are required to establish and maintain an internal help desk for your employees and act as first-line support for the SaaS product. First-line support shall include, but not be limited to: (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the SaaS product, (ii) a direct response to users with respect to problems or issues with the SaaS product, (iii) a diagnosis of problems or issues of the SaaS product, and (iv) a resolution of known problems or issues with the SaaS product with the help of technical knowledge base articles. For more details, see SaaS Support Policies.

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