Download to read offline
Hdr
- 1. VMware Support SeverityDefinitions 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 1
- 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 2
- 3. VMware Support OfferingMatrix 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 - - - 3
- 4. Core Support ServiceLevels 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 SupportKey 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 6
- 7.
Editor's Notes
- #2 We have 4 support severity levels at VMware.
- #4 We offer a variety of support programs to meet the varied needs of our customers. If you think about it for a moment, we have an incredibly broad product line, with a diverse user population – all the way from individual consumers using VMware Fusion on their Mac to developers who are using VMware Workstation to test out various editions of their code, to such mission-critical customers like AstraZeneca using VMware products in their production environment. On the consumer and single user end, we provide per incident and self help support for products like Fusion, VMware Server and VMware Workstation.As you move up the continuum from development to production environments, we offer Basic Support for development and non-production environments. This program provides business day support as well as updates and upgrades.Once you get into production environments, VMware Production Support provides 24x7 Support and faster target response time as well as updates and upgrades. And when you have business-critical applications using VMware, we recommend VMware Business Critical Support, which provides personalized, proactive customer support. VMwareMission Critical Support is designed for customers who need access to senior-level, proactive support staff to keep their virtual infrastructures up and running 24x7.And our Professional Services organization can help with your training and consulting needs, including a Technical Account Manager to help with your future planning of VMware products. When you get into the large-scale deployments, we recommendMission Critical Support, which I’d like to tell you more about.
- #5 Just to give you a quick reference as to the differences between the core support offerings, here’s a comparison chart.Remember, BCS and MCS are add-ons to Production Support.Production Support is our production environment offering that provides 24x7 support for severity 1 issues, as well as quick response times.Basic Support is our development/lab/test environment offering, providing business day support for all severities and a target response time that is not as aggressive as Production Support.Basic Support is available Monday-Friday from 6am to 6pm: local time in North America and Latin America, PST/PDT in Alaska and Hawaii, and EST/EDT in South America. In addition, Basic Support is provided in:Europe, Middle East, Africa (EMEA) from 7 a.m. to 7 p.m. (GMT/GMT+1)Asia, Pacific Rim, Japan (APJ) from 8:30 a.m. to 8:30 p.m. (Singapore Time)Australia/New Zealand from 7 a.m. to 7 p.m. (Sydney AET)We also offer the SDK Support Program for vSphere.
- #6 Key Mission Critical benefits include: Priority Access to senior-level Technical Support Engineers provides expert assistance and speeds issue resolution. Proactive account management helps identify trends, streamline escalations, and coordinate third-party relationships. Aggressive target response times help minimize downtime. Global, 24x7 support for Severity 1 issues provides around-the-clock help. Additional business-hours weekend coverage to address Severity 2 issues.
- #8 Now let’s open it up for questions…