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      New & Featured

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      VMware Skyline

      Get proactive with our newest support offering. Skyline expects the unexpected, thruning high-pressure challenges into opportunities to shine.
      Get Started With Skyline >>

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      VMware Premier Support

      Top tier support the provides priority access to senior engineers, account management and advanced Skyline features.
      VMware Premier Support >>

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      Welcome VeloCloud!

      VeloCloud is now part of the VMware family of products. All available support options are listed below:
      VMware SD-WAN by VeloCloud Support Offerings >>

      Total and Backline Support Programs >>

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      Find a Reseller

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      Cloud Services Support

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      Cloud Services Premier Support

      VMware Premier Support provides priority access to senior engineers, account management and advanced Skyline features.
      VMware Premier Support >>

      Premier Support for Financial >>

      Premier Support for Healthcare >>

      Premier Support for Telco >>

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      Cloud Services Production Support

      Production level support for all Cloud-based products with 24x7 coverage for all Severity 1 issues

      Cloud Services Production Support>>

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      Find a Reseller

      On-Premises?Support

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      VMware Skyline

      Proactive support beyond break/fix. VMware Skyline expects the unexpected in your environment, turning high-pressure challenges into opportunities to shine.

      Get Started with Skyline >>

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      Premier Support

      VMware Premier Support provides priority access to senior engineers, account management and advanced Skyline features.
      VMware Premier Support >>

      Premier Support for Financial >>

      Premier Support for Healthcare >>

      Premier Support for Telco >>

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      Production Support

      Focused, 24-hour support for production environments.
      Production Support >>

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      Basic Support

      Non-critical support. 12 hours per day, 5 days per week.
      Basic Support >>

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      Find a Reseller

      Get More Support

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      VMware Premier Support Account Management

      Need more support account management? You can add another slice of SAM will our Support Account Management add-on

      Get More SAM >>

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      Resident Engineer

      The VMware Premier Services Support Resident Engineer is designed for customers who require dedicated onsite support led by a senior-level, Premier Support Resident Engineer.
      VMware Premier Support Resident Engineer >>

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      Unlimited Users

      Need more user support licenses? Add unlimited users to regional or global support contracts with this support product add-on.
      Find a Reseller >>

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      Extended Support

      Protection against security threats and severity 1 issues after a product reached end of support.
      Extended Support >>

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      Developer Support

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      Developer Support

      Streamlined application and script development, 12 hours per day, 5 days per week.

      VMware SDK & API Support >>

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      Others

      US Federal Technical Support

      Provided by experienced engineers with U.S. citizenship, located on U.S. soil.

      U.S. Federal?Technical Support >>

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      Per Incident Support

      Single incident or 3 or 5 per incident support packs.
      Per Incident Support >>

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      Complimentary Support

      Web-based support for Fusion, Workstation Pro and Workstation Player.
      Complimentary Support >>

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      Airwatch & Workspace ONE Support

      Available support tiers for the Airwatch family of products.
      Airwatch Basic Support >>

      Airwatch Production Support >>

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      Retired Support Offerings

      The following support packages are no longer available for purchase.
      Silver Support >>

      Subscription Services >>

      Desktop Standard Support >>

      vFabric Developer Support >>

      SpringSource Developer Support >>

      Open Source Support >>

      Business Critical Support >>

      Mission Critical Support >>

      Mission Critical Support Plus >>

      Mission Critical Support for Workspace One >>

      Healthcare Support >>

      Carrier Grade Support >>

      Product Support Matrix

      Download the quick reference guide for the current VMware support offering by product.

      Download Now

      Compare Support Packages ?

      Compare package tiers for our primary support products.

      On-Premises Support
      Desktop Support
      Cloud Services Support

      On-Premises?Support

      Feature Basic Production Premier U.S. Federal
      Hours of Operation 10 Hrs/Day
      Mon–Fri
      24 Hrs/Day
      7 Days/Wk
      365 Days/Yr
      24 Hrs/Day
      7 Days/Wk
      365 Days/Yr
      24 Hrs/Day
      7 Days/Wk
      365 Days/Yr
      Length of Service 1 or 3 Years 1 or 3 Years 1 or 3 Years 1 or 3 Years
      Product Updates Yes Yes Yes Yes
      Product Upgrades Yes Yes Yes Yes
      Products Supported Product Support Matrix Product Support Matrix Product Support Matrix Product Support Matrix
      Method of Access Telephone/
      Web
      Telephone/
      Web
      Telephone/
      Web
      Telephone/
      Web
      Response Method Telephone/
      Email
      Telephone/
      Email
      Telephone/
      Email
      Telephone/
      Email
      Remote Support Yes Yes Yes Yes
      Onsite Support Services No No 5 service days per contract year Depends on Support Offering Purchased
      Root Cause Analysis No No Sev 1 Incidents Upon Request Only with Premier Offering
      Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes Yes
      Max Number of Support Admins per Contract 4 6 20 Depends on support contract purchased
      Number of Support Requests Unlimited Unlimited Unlimited Unlimited
      Support Account Manager No No Yes Depends on Support Contract
      VMware Skyline Proactive Support No Yes Yes (Advanced and Early Access Features) Not Applicable
      Quarterly Business Reviews No No Yes Depends on support contract Purchased

      Desktop Support

      Feature Production Basic Per Incident
      Hours of Operation 24 Hrs/Day
      7 Days/Wk
      365 Days/Yr
      10 Hrs/Day
      Mon–Fri
      10 Hrs/Day
      Mon–Fri
      Length of Service 1 or 3 Years 1 or 3 Years Valid for one year after purchase of the incidents
      Product Updates Yes Yes Not Available
      Product Upgrades Yes Yes Not Available
      Products Supported Product Support Matrix Product Support Matrix Product Support Matrix
      Method of Access Telephone/
      Web
      Telephone/
      Web
      Telephone/
      Web
      Response Method Telephone/
      Email
      Telephone/
      Email
      Telephone/
      Email
      Remote Support Yes Yes Not Available
      Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes
      Max Number of Support Admins per Contract 6 4 Not Applicable
      Number of Support Requests Unlimited Unlimited 1, 3, or 5 Incidents

      Cloud Services Support

      Feature Basic Production Premier
      Hours of Operation 12 Hrs/Day
      Mon–Fri
      24 Hrs/Day
      7 Days/Wk
      365 Days/Yr
      24 Hrs/Day
      7 Days/Wk
      365 Days/Yr
      Length of Service 1, 2 or 3 Years 1, 2 or 3 Years 1 or 3 Years
      Product Updates Yes [1] Yes [1] Yes [1]
      Products Supported Product Support Matrix Product Support Matrix Product Support Matrix
      Method of Access Telephone/Web [2] Telephone/Web [2] Telephone/Web [2]
      Access to Senior Engineers No No Support Requests filed bypass Level One to a designated priority support queue that is staffed by Specialist Senior Support Engineers.
      Support Account Manager No No Yes
      Business Reviews No No Yes
      Response Method Telephone/Email Telephone/Email Telephone/Email
      Remote Support Yes Yes Yes
      Access to VMware Web site Yes, and access to the Cloud Performance Dashboard [3] Yes, and access to the Cloud Performance Dashboard [3] Yes, and access to the Cloud Performance Dashboard [3]
      Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes
      Max Number of Support Admins per Contract 4 [4] 6 [4] 20 [4]
      Number of Support Requests Unlimited Unlimited Unlimited

      [1] "Cloud Update" means a subsequent release of the cloud product which VMware generally makes available for its cloud customers with an active cloud product’s license and support contract at no additional fee. Cloud Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates. Cloud Updates do not include any product release, option, service or other cloud product that VMware licenses separately. For more details, see Cloud Servie Support Policies.
      [2] Email where Web access is not available.
      [3] Where available : Horizon Application Manager, Socialcast.
      [4] You are required to establish and maintain an internal help desk for your employees and act as first-line support for the cloud product. First-line support shall include, but not be limited to:??a direct response to users with respect to inquiries concerning the performance, functionality or operation of the cloud product, (ii) a direct response to users with respect to problems or issues with the cloud product, (iii) a diagnosis of problems or issues of the cloud product, and (iv) a resolution of known problems or issues with the cloud product with the help of technical knowledge base articles. For more details, see Cloud Service Support Policies.

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