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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.

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