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GSS Overview
To learn more, visit
vmware.com/support/services
Extensive Online Self-Help Resources
VMware has made significant investments in online, self-help
resources to speed time to operational status and enable rapid
return investment for existing systems. This wide array of
support tools helps ensure that customers and partners have a
fast, reliable and comprehensive support experience.
For product questions or managing account details, self-directed
support can be the quickest path to resolution. VMware provides
a variety of easy-to-use, online self-service tools:
Support Contract Renewals and Upgrades
VMware partners help facilitate the process of renewing or
upgrading an existing support contract. VMware works closely
with its partners to ensure the process is smooth and seamless
and there is no interruption in service. Visit
vmware.com/
support/form/contract_renewal.html
to request a renewal or
upgrade quote.
VMware GlObal
SuppOrt SerViceS
prOductiOn
SuppOrt
MiSSiOn
critical
SuppOrt
baSic SuppOrt
deVelOper
SuppOrt fOr
SprinGSOurce
SdK SuppOrt
fOr VSphere
Recommended
Audience
Enterprise-class
environments
requiring
continuous
operation
Environments that
have little tolerance
for downtime and
desire premium
support service
Non-critical
applications that
require support only
during normal
business hours
Application
development
phases
Third-parties
building solutions
for the vSphere
platform
Hours of Operation
24x7
24x7
12x5
12x5
12x5 (6 a.m. – 6 p.m.
local time)
Target Response Time
30 minutes or less:
24x7 for Severity 1
issues
30 minutes or less:
24x7 for Severity 1
issues
4 business hours for
Severity 1 issues
1 business day
Standard: 2
business days
Premium: 1 business
day
Receive Product
Updates/Upgrades
Yes
Yes
Yes
n/a
n/a
Remote Support
Yes
Yes
Yes
Yes
Yes
Access to Discussion
Forums and Knowledge
Base
Yes
Yes
Yes
n/a
Yes
Number of Support
Requests
Unlimited
Unlimited
Unlimited
Unlimited
Unlimited
•
Knowledge Base
(
kb.vmware.com
) – Designed to be the
first, go-to resource for issue resolution, the VMware
Knowledge Base contains thousands of articles on best
practices and the use of VMware products.
•
Product Support Centers
(
vmware.com/support/product-
support
) – VMware product-focused Support Centers
provide resources to solve technical, licensing and/or
customer service issues.
•
Documentation, release notes and technical papers
repository
(
vmware.com/support/pubs
) – VMware provides
a full range of technical documentation on current and older
Global Support Services At A Glance
Product Licensing Assistance
Global Support Services has an experienced team of agents
available to assist with inquiries related to product licensing and
entitlement for customers with and without an active support
subscription. The Licensing Support Team will update profiles,
change account information, and adjust license relationships as
requested to aid the use and management of VMware products.
To learn more, visit
vmware.com/support/licensing
.