VMware® Global Support Services offers three support and subscription programs (Platinum, Gold, and Silver) on an annual or multi-year subscription basis that include VMware support along with access to periodic fixes and enhancements to our products.
Complimenting our Platinum support and subscription program, we offer Business Critical Support which provides your centralized data center team with personalized technical support delivered by a designated team of experts familiar with your system configuration, past support experience and specific business needs.
Per Incident support is available for Workstation, Fusion, ACE Starter Kit, Converter Starter Edition and VirtualCenter for VMware Server. It is available via phone or email with the exclusion of Fusion which is responded to via email. Per incident support does not include any product updates or upgrades.
Site support and subscription allows customers with 50 or more Workstation or Fusion licenses at a single site to aggregate all Workstation or Fusion support contracts into a single contract. All of the licenses will be covered with business hours support. You will benefit by receiving only one invoice; renewing only one contract on one date; and receiving all Updates and Upgrades free-of-charge.
Complimentary support by email comes with the purchase of every Workstation or VirtualCenter for VMware Server license, allowing for 30 days of installation support from purchase date and product updates for 18 months. Complimentary email support for Fusion is available for 30 days from the date of product registration.
Support Offerings
- Overview - Comparison of services available
- Platinum - Production support, 24x7
- Business Critical Support - Personalized support delivered by a designated team
- Gold - Non-critical support, 12x5
- Silver - Web-based support for Workstation only, 12x5
- Site Support - Site-based support with 50 or more Workstation or Fusion licenses, 12x5
- Per Incident Support - Single incident or 1, 3 or 5 per incident support packs, 12x5
Additional Support Offerings
- Complimentary Support - Web-based assistance for Workstation, Fusion, VirtualCenter for VMware Server
- VMware Player - Web-based, self help services only
- Evaluation - Web-based, self help services only
- Beta - Feedback mechanism during Beta
Comments -- If you have comments on our existing support offerings or suggestions about a new offering, please post your comments on our Discussion Forum for Support Offerings and Services.
