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Global Services Support and Professional services have a comprehensive Business continuity plan in place.

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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 >>

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.

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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/
Email
Telephone/
Email
Telephone/
Email
Telephone/
Email
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/
Email
Telephone/
Email
Telephone/
Email
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/
Email
Telephone/
Email
Telephone/
Email
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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