Key Benefits
- 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
Overview
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. 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. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.
| Feature | Gold Support |
|---|---|
| Hours of Operation | 12 Hours/Day Monday–Friday |
| Length of Service | 1, 2 or 3 Years |
| Product Updates | Yes |
| Product Upgrades | Yes |
| Products Supported | All Products (excluding VMware Fusion and VMware Player) |
| Method of Access | Telephone/Web |
| Response Method | Telephone/Email |
| Remote Support | Yes |
| Access to VMware Web Site | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Max Number of Support Administrators per Contract | 4 |
| Number of Support Requests | Unlimited |
| Target Response Times Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
4 business hours 8 business hours 12 business hours 12 business hours |
| Business Hours North America and Latin America Alaska, Hawaii South America (NASA) Europe, Middle East, Africa (EMEA) Asia, Pacific Rim, Japan (APJ) Australia/New Zealand |
Monday - Friday 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST) 6 a.m. to 6 p.m. (EST) 7 a.m. to 7 p.m. (GMT) 8:30 a.m. to 8:30 p.m. (Singapore Time) 7 a.m. to 7 p.m. (Sydney AET) |
Additional Information
Purchase information can be found by dialing one of VMware's toll free numbers or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Guide.
