VMware Basic Support & Subscription

Weekday Support for Test, Dev and Non-Critical Deployments

• 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 Basic 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.

VMware Production Support & Subscription Service

Technical Support, 12 Hours/Day, per published Business Hours, Mon. thru Fri.

• 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 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. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

Feature	Production Support	Basic Support
Hours of Operation1	24 Hours/Day 7 Days/Week 365 Days/Year	12 Hours/Day Monday-Friday
Length of Service	1 or 3 Years	1 or 3 Years
Product Updates 2	Yes	Yes
Product Upgrades 2	Yes	Yes
Products Supported 3	All Products (excluding VMware Fusion and VMware Player)	All Products
Method of Access	Telephone/Web	Telephone/Web
Response Method	Telephone/Email	Telephone/Email
Remote Support	Yes	Yes
Root Cause Analysis	Available only with Business Critical or Mission Critical Support Offering	Available only with Business Critical or Mission Critical Offering
Access to VMware Web Site	Yes	Yes
Access to VMware Discussion Forums and Knowledge Base	Yes	Yes
Max Number of Technical Contacts per Contract	6	4
Number of Support Requests	Unlimited	Unlimited
Target Response Times Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4)	30 minutes or less: 24x7 4 business hours 8 business hours 12 business hours	4 business hours 8 business hours 12 business hours 12 business hours
Business Hours North America Alaska, Hawaii Latin America 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/PDT) 9 a.m. to 6 p.m. (local time zone) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 7 a.m. to 7 p.m. (Sydney AET)	Monday - Friday 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST/PDT) 9 a.m. to 6 p.m. (local time zone) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 7 a.m. to 7 p.m. (Sydney AET)

¹ Hours of operation for Gemstone are Monday - Friday, 8 a.m. to 5 p.m. (PST/PDT). Severity 1 issues are responded to 24x7.
² Product updates and upgrades are not included with Basic Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
Product updates and upgrades are not included with Production Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
³ VMware Fusion Professional and VMware Workstation require a minimum of ten (10) licenses in order to purchase Basic support. VMware Workstation requires a minimum of ten (10) licenses in order to purchase Production Support.