VMware Support offers a suite of proactive, top-quality support packages to meet your business needs. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.
VMware offers three support and subscription programs (Platinum, Gold, and Silver) that include VMware support along with periodic fixes and enhancements to our products. These programs are offered on an annual or multi-year subscription basis. The purchase of any of these three programs gives you the rights to receive product updates and upgrades as they are released at no additional charge.
The last two offerings (Per Incident and Complimentary) are categorized as Workstation Support Programs and do not include any product updates or upgrades.
The table below compares the services side by side. Please contact your VMware sales representative or VMware channel partner for more details.
|
|
Platinum |
Gold |
Silver |
Per Incident |
Complimentary |
|
Hours of Operation |
24 Hours/Day 7 Days/Week 365 Days/Year |
12 Hours/Day Monday–Friday
|
12 Hours/Day Monday–Friday
|
12 Hours/Day Monday–Friday
|
12 Hours/Day Monday–Friday
|
|
Length of Service |
1, 2 or 3 Years |
1, 2 or 3 Years |
1, 2 or 3 Years |
Valid for one year after purchase of the incident |
Valid for 30 days after purchase of the product |
|
Product Updates |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Product Upgrades |
Yes |
Yes |
Yes |
Not Available |
Not Available |
|
Products Supported |
All Products |
All Products |
Workstation Only |
Workstation Only |
Workstation Only |
|
Access Channels |
Telephone/Web |
Telephone/Web |
Web Only |
Web Only |
Web Only |
|
Access to VMware Web site |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Access to VMware Discussion Forums and Knowledge Base |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Max Number of Support Admins per Contract |
6 |
4 |
2 |
Not Applicable |
Not Applicable |
|
Number of Support Requests |
Unlimited |
Unlimited |
Unlimited |
1 per Incident |
Unlimited |
|
Onsite Support for Exceptional Escalations |
Yes |
Not Available |
Not Available |
Not Available |
Not Available |
The severity of the problem and the service levels of the support program that you purchase determine the speed of our response. Following are the target time commitments for providing the initial response.
|
Severity |
Platinum (7x24) |
Gold |
Silver |
Per Incident |
Complimentary |
|
Critical Major Minor Cosmetic |
30 minutes or less 4 business hours* 8 business hours* 12 business hours* |
4 business hours* 8 business hours* 12 business hours* 12 business hours* |
8 business hours* 12 business hours* 12 business hours* 12 business hours* |
1 business day for all severities* |
1 business day for all severities* |
* VMware business days are defined as follows:
|
Business Hours by Location |
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Support is a vital part of the total VMware customer experience. We want you to get the most from our products long after the initial sale and installation and we are dedicated to ensuring that any issues are resolved to your satisfaction.
If you have any questions on these support offerings or would like further details on VMware Support policies and procedures, please contact your VMware sales representative or VMware channel partner for more details.
