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GSS Overview
Tap Into Unique Expertise in Virtualization and
Cloud Infrastructure
Successful implementations of virtualization and cloud
infrastructures share important attributes: fast and easy access
to a pool of knowledgeable support professionals and extensive
self-help resources. VMware® Global Support Services provides
significant expertise in these areas to help ensure the success of
customers and partners with VMware virtualization and cloud
infrastructure solutions.
As part of the VMware Services family, Global Support Services
works in conjunction with VMware Consulting Services, VMware
Education Services and VMware Certification Services to
accelerate return on investments while mitigating risk. VMware
employs the largest technical force dedicated to virtualization
and specializes in the support of highly complex, varied,
heterogeneous and mission-critical virtual and cloud computing
environments.
“I personally appreciate the outstanding service that
Global Support Services has provided. My team also is
very impressed with your organization’s work ethic
and the ‘do whatever it takes’ attitude.”
— IT Architect, Global Technology Provider for Industry,
Healthcare, and Energy Sectors
Global Support Services
The combination of VMware customer-proven virtualization and
cloud infrastructure solutions, and world-class Global Support
Services enables customers and partners to follow an evolutionary
path to cloud computing. By preserving existing application and
infrastructure investments while accelerating realized value from a
cloud computing approach, customers can achieve efficiency
through utilization and automation, agility with control, and
freedom of choice. To meet the needs of organizations—large and
small, global and regional—VMware offers:
Production Support
VMware Production Support is ideal for enterprises that require
access to continuously available support on a global basis. Support
experts and online resources enable organizations to maintain
continuous operation of their IT environments.
Mission Critical Support
As a complement to VMware Production Support, VMware
Mission Critical Support is recommended for environments that
have little tolerance for downtime and desire a premium support
service. The Mission Critical Support option provides the highest
level of personalized, proactive customer support available from
VMware. The service includes the following:
•
Assigned Support Account Manager
– An escalation and
management point person to provide proactive planning and
communications, conduct quarterly reviews and create a
customized support plan.
•
Environment inventory
– Scheduled, proactive onsite visits
to periodically review and help optimize customer
environments.
•
Support inquiry reporting and analysis
– Regular reporting
and trend analysis based on activity to identify ongoing
issues and mitigate their impact.
•
Onsite support
– Proactive onsite assistance, as needed, to
troubleshoot issues and help minimize downtime.
•
Upgrade and migration support
– Support process
recommendations to cover any time-sensitive issues that
might occur during planned migrations or upgrades.
Basic Support
VMware Basic Support is for non-critical applications that require
support only during normal business hours. Basic Support provides
access to industry-leading experts to ensure success in deploying
and maintaining virtualized and cloud infrastructures.
Developer Support for VMware SpringSource
Ideal for the application development phase, VMware Developer
Support provides how-to guidance on the use of SpringSource®
software. Developer Support also includes assistance with
application configuration to enable the most efficient use of
resources during development.
SDK Support Program for VMware vSphere
The VMware SDK Support Program is recommended for
independent software/hardware vendors and enterprise-class
organizations that build solutions to manage the VMware
vSphere™ platform. This program helps third parties get vSphere
solutions to market rapidly by providing access to vSphere
application programming interface (API) expert engineers.
