VMWare Support Services
As a global leader in cloud infrastructure and business mobility, VMware provide best in class support to ensure problems are resolved in a timely and effective manner.
VMware is here to help customers find the correct level of support from developer assistance to a comprehensive customer success offering.
Customers choose the support level that is right for them:
Basic Support
VMware Basic Support is designed for non-critical applications and platforms that require support during normal business hours.
VMware 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.
VMware is committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.
KEY BENEFITS:
- Available by region
- Unlimited number of support requests
- Up to 4 Administrators
- Remote support
- Online access to documentation and technical resources, knowledge base articles, and discussion forums
- Online access to product updates and upgrades
Production Support
The VMware Production Support and Subscription Service is designed with your production environments in mind.
VMware global support centers are staffed around the clock to provide you access to VMware’s industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments.
VMware is committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.
KEY BENEFITS:
- Available by Region
- 24×7 support for Severity 1 issues
- Unlimited number of Support Requests
- Up to 6 Administrators
- Remote Support
- Online access to documentation and technical resources, knowledge base, discussion forums
- Online access to product updates and upgrades
VMware Severity Definitions and Response Targets
The severity level provides an indication of the urgency of problem and help VMware define and supply the fastest and most effective response.
A comprehensive breakdown and explanation of these severity levels can be found here:
WMware Support Best Practice:
VMware have extensive knowledge and experience of supporting enterprise-class customers with virtualized infrastructures.
VMware recommend best practice to enhance your support relationship:
- Educate Your Administrators
- Plan Ahead
- Assign Appropriate Resources
- Utilize Self-Help
- Provide Complete and Accurate Information
- Keep Your Profile Up to Date
- Register Your Products
- Download and Install VMware Skyline
To find out more, download the datasheet here:
Find out more
To find out more about VMware Support, call your Support Warehouse Account Manager. They will be able to discuss the suitability of the service for your enterprise and to begin the process of providing a quotation.