Support Offerings
OFFERINGS | FEATURED | CLOUD SERVICES | ON-PREMISES | ADD-ONS | DEVELOPER | COMPARE
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Severity Definitions
Business Hours
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New & Featured
VMware Skyline
Get proactive with our newest support offering. Skyline expects the unexpected, thruning high-pressure challenges into opportunities to shine.
Get Started With Skyline >>
VMware Premier Support
Top tier support the provides priority access to senior engineers, account management and advanced Skyline features.
VMware Premier Support >>
Welcome VeloCloud!
VeloCloud is now part of the VMware family of products. All available support options are listed below:
VMware SD-WAN by VeloCloud Support Offerings >>
Total and Backline Support Programs >>
Cloud Services Support
Cloud Services Premier Support
VMware Premier Support provides priority access to senior engineers, account management and advanced Skyline features.
VMware Premier Support >>
Premier Support for Financial >>
Premier Support for Healthcare >>
Premier Support for Telco >>
Cloud Services Production Support
Production level support for all Cloud-based products with 24×7 coverage for all Severity 1 issues
Cloud Services Production Support>>
On-Premises Support
VMware Skyline
Proactive support beyond break/fix. VMware Skyline expects the unexpected in your environment, turning high-pressure challenges into opportunities to shine.
Get Started with Skyline >>
Premier Support
VMware Premier Support provides priority access to senior engineers, account management and advanced Skyline features.
VMware Premier Support >>
Premier Support for Financial >>
Premier Support for Healthcare >>
Premier Support for Telco >>
Production Support
Focused, 24-hour support for production environments.
Production Support >>
Basic Support
Non-critical support. 12 hours per day, 5 days per week.
Basic Support >>
Get More Support
VMware Premier Support Account Management
Need more support account management? You can add another slice of SAM will our Support Account Management add-on
Get More SAM >>
Resident Engineer
The VMware Premier Services Support Resident Engineer is designed for customers who require dedicated onsite support led by a senior-level, Premier Support Resident Engineer.
VMware Premier Support Resident Engineer >>
Unlimited Users
Need more user support licenses? Add unlimited users to regional or global support contracts with this support product add-on.
Find a Reseller >>
Extended Support
Protection against security threats and severity 1 issues after a product reached end of support.
Extended Support >>
Developer Support
Developer Support
Streamlined application and script development, 12 hours per day, 5 days per week.
VMware SDK & API Support >>
Others
US Federal Technical Support
Provided by experienced engineers with U.S. citizenship, located on U.S. soil.
U.S. Federal Technical Support >>
Per Incident Support
Single incident or 3 or 5 per incident support packs.
Per Incident Support >>
Complimentary Support
Web-based support for Fusion, Workstation Pro and Workstation Player.
Complimentary Support >>
Airwatch & Workspace ONE Support
Available support tiers for the Airwatch family of products.
Airwatch Basic Support >>
Airwatch Production Support >>
Retired Support Offerings
The following support packages are no longer available for purchase.
Silver Support >>
Subscription Services >>
Desktop Standard Support >>
vFabric Developer Support >>
SpringSource Developer Support >>
Open Source Support >>
Business Critical Support >>
Mission Critical Support >>
Mission Critical Support Plus >>
Mission Critical Support for Workspace One >>
Healthcare Support >>
Carrier Grade Support >>
Retired Support Offerings
The following support packages are no longer available for purchase.
Download Now >>
Compare Support Packages
Compare package tiers for our primary support products.
On-Premises Support
Desktop Support
Cloud Services Support
On-Premises Support
| Feature | Basic | Production | Premier | U.S. Federal |
|---|---|---|---|---|
| Hours of Operation | 10 Hrs/Day Mon–Fri |
24 Hrs/Day 7 Days/Wk 365 Days/Yr |
24 Hrs/Day 7 Days/Wk 365 Days/Yr |
24 Hrs/Day 7 Days/Wk 365 Days/Yr |
| Length of Service | 1 or 3 Years | 1 or 3 Years | 1 or 3 Years | 1 or 3 Years |
| Product Updates | Yes | Yes | Yes | Yes |
| Product Upgrades | Yes | Yes | Yes | Yes |
| Products Supported | Product Support Matrix | Product Support Matrix | Product Support Matrix | Product Support Matrix |
| Method of Access | Telephone/ Web |
Telephone/ Web |
Telephone/ Web |
Telephone/ Web |
| Response Method | Telephone/ |
Telephone/ |
Telephone/ |
Telephone/ |
| Remote Support | Yes | Yes | Yes | Yes |
| Onsite Support Services | No | No | 5 service days per contract year | Depends on Support Offering Purchased |
| Root Cause Analysis | No | No | Sev 1 Incidents Upon Request | Only with Premier Offering |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes | Yes |
| Max Number of Support Admins per Contract | 4 | 6 | 20 | Depends on support contract purchased |
| Number of Support Requests | Unlimited | Unlimited | Unlimited | Unlimited |
| Support Account Manager | No | No | Yes | Depends on Support Contract |
| VMware Skyline Proactive Support | No | Yes | Yes (Advanced and Early Access Features) | Not Applicable |
| Quarterly Business Reviews | No | No | Yes | Depends on support contract Purchased |
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Desktop Support
| Feature | Feature | Basic | Per Incident |
|---|---|---|---|
| Hours of Operation | 24 Hrs/Day 7 Days/Wk 365 Days/Yr |
10 Hrs/Day Mon–Fri |
10 Hrs/Day Mon–Fri |
| Length of Service | 1 or 3 Years | 1 or 3 Years | Valid for one year after purchase of the incidents |
| Product Updates | Yes | Yes | Not Available |
| Product Upgrades | Yes | Yes | Not Available |
| Products Supported | Product Support Matrix | Product Support Matrix | Product Support Matrix |
| Method of Access | Telephone/ Web |
Telephone/ Web |
Telephone/ Web |
| Response Method | Telephone/ |
Telephone/ |
Telephone/ |
| Remote Support | Yes | Yes | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes |
| Max Number of Support Admins per Contract | 4 | 6 | Not Applicable |
| Number of Support Requests | Unlimited | Unlimited | 1, 3, or 5 Incidents |
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Cloud Services Support
| Feature | Basic | Production | Premier |
|---|---|---|---|
| Hours of Operation | 12 Hrs/Day Mon–Fri |
24 Hrs/Day 7 Days/Wk 365 Days/Yr |
24 Hrs/Day 7 Days/Wk 365 Days/Yr |
| Length of Service | 1, 2 or 3 Years | 1, 2 or 3 Years | 1 or 3 Years |
| Product Updates | Yes [1] | Yes [1] | Yes [1] |
| Products Supported | Product Support Matrix | Product Support Matrix | Product Support Matrix |
| Method of Access | Telephone/ Web [2] |
Telephone/ Web [2] |
Telephone/ Web [2] |
| Access to Senior Engineers | No | No | Support Requests filed bypass Level One to a designated priority support queue that is staffed by Specialist Senior Support Engineers. |
| Support Account Manager | No | No | Yes |
| Business Reviews | No | No | Yes |
| Response Method | Telephone/ |
Telephone/ |
Telephone/ |
| Remote Support | Yes | Yes | Yes |
| Access to VMware Web site | Yes, and access to the Cloud Performance Dashboard [3] | Yes, and access to the Cloud Performance Dashboard [3] | Yes, and access to the Cloud Performance Dashboard [3] |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes |
| Max Number of Support Admins per Contract | 4 [4] | 6 [4] | 20 [4] |
| Number of Support Requests | Unlimited | Unlimited | Unlimited |
[1] “Cloud Update” means a subsequent release of the cloud product which VMware generally makes available for its cloud customers with an active cloud product’s license and support contract at no additional fee. Cloud Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates. Cloud Updates do not include any product release, option, service or other cloud product that VMware licenses separately. For more details, see Cloud Servie Support Policies.
[2] Email where Web access is not available.
[3] Where available : Horizon Application Manager, Socialcast.
[4] You are required to establish and maintain an internal help desk for your employees and act as first-line support for the cloud product. First-line support shall include, but not be limited to: a direct response to users with respect to inquiries concerning the performance, functionality or operation of the cloud product, (ii) a direct response to users with respect to problems or issues with the cloud product, (iii) a diagnosis of problems or issues of the cloud product, and (iv) a resolution of known problems or issues with the cloud product with the help of technical knowledge base articles. For more details, see Cloud Service Support Policies.
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