1. VMware Support Severity Definitions
Emergency – Server Down
Severity Server is completely inaccessible. This can happen for several
1 different reasons, including, but not limited to, server failing to boot,
server crashing repeatedly, and loss of connectivity to the server.
1
Severity Critical – Productivity Effected
Server is available but is experiencing problems that affect
2 productivity and jeopardize projects.
Severity Normal – General Problem
Problem that happens often enough to be recognized as something
3 that needs to be resolved but not one that is affecting productivity.
Severity Low – Information Request
Questions about documentation, procedures, and general requests
4 for information.
http://www.vmware.com/support/policies/severity.html
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2. VMware Support Offerings
MISSION
BUSINESS CRITICAL
PRODUCTION CRITICAL SUPPORT
BASIC SUPPORT SUPPORT SUPPORT
Assigned Account
SELF HELP Subscription Management
Knowledgebase Faster Target Shared Account
Web Support Response Times Management Senior TSE Team
Communities Unlimited SRs Enhanced
After Hours Designated TSE
Documentation Basic Target Support (Sev 1) Team Response Targets
Social Support Response Times Onsite Support
Phone Support Priority Queuing
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3. VMware Support Offering Matrix
Feature Mission Critical Business Critical Production Basic
Help Knowledgebase, Documentation, Communities YES YES YES YES
Subscription Upgrades & Updates YES YES YES YES
Support Requests Unlimited Unlimited Unlimited Unlimited
Support Channels Live & Web Live & Web Live & Web Callback & Web
Response Targets MCS (24x7) Production (24x7) Production (24x7) Basic (12x5)
24 x 7 Response – Sev 1 YES (30 min) YES (30 min) YES (30 min) -
Weekend Response – Sev 2 YES (2 hr--12x7) - - -
Reactive
Priority Queue YES - - -
Support
Senior Support Team YES YES - -
# of Support Administrators Unlimited* 6 6 4
Coverage Geography or Global Data Center Team - -
Root Cause Analysis YES YES - -
Onsite Escalation Support YES - - -
Support Account Manager YES Provided by TSE - -
Customized Support Plan YES YES - -
Regular Support Meetings YES YES - -
Support Request Reporting YES - - -
Support Trend Analysis YES - - -
Proactive
Support Quarterly Business Reviews YES - - -
Environment Best Practices Discussions Discussions - -
Proactive Onsite YES - - -
Environment Inventory YES - - -
Product Updates, Features Discussions - - -
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4. Core Support Service Levels
Production Basic
Sev 1: 30 minutes Sev 1: 4 business hrs.
Sev 2: 4 business hrs. Sev 2: 8 business hrs.
Response Time Sev 3: 8 business hrs. Sev 3: 12 business hrs.
Sev 4: 12 business hrs. Sev 4: 12 business hrs.
Access Web and phone Web and phone
7x24 Mon – Fri
Hours (Sev 1 only) 6 am – 6 pm
Maximum # or requests Unlimited Unlimited
Products All VMware products All VMware products
Product updates Product updates
Software maintenance and upgrades and upgrades
Named contacts 6 4
4

5. Mission Critical Support Key Features/Benefits
Designed for large, global customers with requirements for fast, senior-level
technical response, and proactive account management services.
Reactive Support Support Response
Coverage Support Administrators
Coverage Targets
 Geography(Americas, Unlimited Support  Severity 1: 24 x 7 Global  Severity 1: 30 min
EMEA or APAC) Administrators per Team routing  Severity 2:
 Global (Americas, contracted region  Severity 2: 12 x 7 Local 2 business hours (12 x 7)
EMEA and APAC) Team routing – Weekend  Severity 3:
Business Hours 4 business hours (12 x 5)
 Severity 3 & 4 : 12 x 5 –
 Severity 4:
Local Team Routing
8 business hours (12 x 5)
Senior-level
Priority Queuing Account Management Onsite Support
Support Routing
Priority treatment in case  Senior team of TSEs  Shared or Dedicated  SAM Proactive Onsite
management and phone  All products (except Support Account Service and/or Escalation
support queues to SpringSource, Zimbra, Manager (SAM: 1 or 4 Support
help ensure rapid response Workstation, Fusion, slices – 5 Slices Total)  5 per days Region MCS
Player)  Remote Account contract up to 15 days
Management Services per Global MCS contract
 Proactive planning,
coordination and
communications
5

6. Self Service Tools
 Knowledge base articles
kb.vmware.com
 Access to patches and downloads
www.vmware.com/downloads
 Documentation, release notes and white papers
www.vmware.com/support/pubs
 Discussion forums
www.vmware.com/community
 Account, license and contract management portals
www.vmware.com/account
 RSS feeds
vmware.simplefeed.net/subscription
 KBTV technical support videos
http://blogs.vmware.com/kbtv
 Request technical support –
http://www.vmware.com/support/contacts/file-sr.html
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7. Important Links
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