VMware Production 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.
Note:
Hours of Operation [1]: 24 Hours/Day
7 Days/Week
365 Days/Year
Length of Service: 1 or 3 Years
Product Updates [2]: Yes
Product Upgrades [2]: Yes
Products Supported [3]: Support by Product Matrix
Method of Access: Telephone/Web
Response Method: Telephone/Email
Remote Support: Yes
Root Cause Analysis: Available only with Business Critical or Mission Critical Support Offering
Access to VMware Discussion Forums and Knowledge Base: Yes
Max Number of Technical Contacts per Contract: 6
Number of Support Requests: Unlimited
Target Response Times
Critical (Severity 1): 30 minutes or less: 24x7
Major (Severity 2): 4 business hours
Minor (Severity 3): 8 business hours
Cosmetic (Severity 4): 12 business hours
Business Hours: Monday - Friday
North America: 6 a.m. to 6 p.m. (local time zone)
Alaska, Hawaii: 6 a.m. to 6 p.m. (PST/PDT)
Latin America: 9 a.m. to 6 p.m. (local time zone)
Europe, Middle East, Africa (EMEA): 7 a.m. to 7 p.m. (GMT/GMT+1)
Asia, Pacific Rim: 8:30 a.m. to 8:30 p.m. (Singapore Time)
Japan (APJ): 8:00 a.m. to 8:00 p.m. (JST)
Australia/New Zealand: 7 a.m. to 7 p.m. (Sydney AET)