Key Benefits
- Global, 24x7 support for Severity 1 issues
- Fast response times for critical issues
- Unlimited number of support requests
- Remote Support
- Online access to documentation and technical resources, knowledge base, discussion forums
- Product updates and upgrades
Overview
VMware® Platinum Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our 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 | Platinum Support |
|---|---|
| Hours of Operation | 24 Hours/Day 7 Days/Week 365 Days/Year |
| 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 Admins per Contract | 6 |
| Number of Support Requests | Unlimited |
| Onsite Support for Exceptional Escalations | Yes |
| Target Response Times Telephone: All Severities Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
Live Transfer 30 minutes or less; 24x7 4 business hours 8 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) |
