Production Support/Subscription VMware vSphere 6 Essentials Plus Kit for 1 year – VS6-ESP-KIT-P-SSS-C
| Technical Support, 24 Hour Sev 1 Support — 7 days a week. |
Focused, 24-Hour Support For Production Environments
- Global, 24×7 support for Severity 1 issues
- Fast response times for critical issues
- Unlimited number of support requests
- Remote Support
- Online access to documentation and technical resources, knowledge base, discussion forums
- Product updates and upgrades
Overview
VMware Production Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.
| Features | Production Support |
|---|---|
| Hours of Operation | 12 Hours/Day 7 Days/Week 365 Days/Year |
| Length of Service | 1 or 3 years |
| Product Updates [1] | Yes |
| Product Upgrades [1] | Yes |
| Products Supported [2] | Support by Product Matrix |
| Method of Access | Telephone/Web |
| Response Method | Telephone/Email |
| Remote Support | Yes |
| Root Cause Analysis | Available only with Business Critical or Mission Critical Support Offering |
| Access to VMware Discussion Forums and Knowledge Base | Yes |
| Max Number of Technical Contacts per Contract | 6 |
| Number of Support Requests | Unlimited |
| Target Response Times Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
30 minutes or less: 24×7 4 business hours 8 business hours 12 business hours |
| Business Hours North America Alaska, Hawaii Latin America Europe, Middle East, Africa (EMEA) Asia, Pacific Rim Japan (APJ) Australia/New Zealand |
Monday – Friday 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST/PDT) 9 a.m. to 6 p.m. (local time zone) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 8:00 a.m. to 8:00 p.m. (JST) 7 a.m. to 7 p.m. (Sydney AET) |
[1] Hours of operation for Socialcast On Prem Platform products are Monday – Friday, 6 a.m. to 6 p.m. (PST/PDT). Severity 1 issues are responded to 24×7.
[2] Product updates and upgrades are not included with Production Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
[3] VMware Workstation requires a minimum of ten (10) licenses in order to purchase Production Support.
[2] Product updates and upgrades are not included with Production Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
[3] VMware Workstation requires a minimum of ten (10) licenses in order to purchase Production Support.
