User manual VMWARE GLOBAL SUPPORT SERVICES BROCHURE

[. . . ] 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. 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. [. . . ] VMware works closely with its partners to ensure the process is smooth and seamless and there is no interruption in service. Visit vmware. com/ support/form/contract_renewal. html to request a renewal or upgrade quote. Product Licensing Assistance Global Support Services has an experienced team of agents available to assist with inquiries related to product licensing and entitlement for customers with and without an active support subscription. The Licensing Support Team will update profiles, change account information, and adjust license relationships as requested to aid the use and management of VMware products. To learn more, visit vmware. com/support/licensing. Global Support Services At A Glance VMware GlObal SuppOrt SerViceS prOductiOn SuppOrt MiSSiOn critical SuppOrt baSic SuppOrt deVelOper SuppOrt fOr SprinGSOurce SdK SuppOrt fOr VSphere Recommended Audience Enterprise-class environments requiring continuous operation 24x7 Environments that have little tolerance for downtime and desire premium support service 24x7 Non-critical applications that require support only during normal business hours 12x5 Application development phases Third-parties building solutions for the vSphere platform Hours of Operation 12x5 12x5 (6 a. m. local time) Standard: 2 business days Premium: 1 business day n/a Target Response Time 30 minutes or less: 24x7 for Severity 1 issues 30 minutes or less: 24x7 for Severity 1 issues 4 business hours for Severity 1 issues 1 business day Receive Product Updates/Upgrades Remote Support Access to Discussion Forums and Knowledge Base Number of Support Requests Yes Yes Yes n/a Yes Yes Yes Yes Yes Yes Yes n/a Yes Yes Unlimited Unlimited Unlimited Unlimited Unlimited To learn more, visit vmware. com/support/services · Extensive Online Self-Help Resources VMware has made significant investments in online, self-help resources to speed time to operational status and enable rapid return investment for existing systems. This wide array of support tools helps ensure that customers and partners have a fast, reliable and comprehensive support experience. For product questions or managing account details, self-directed support can be the quickest path to resolution. VMware provides a variety of easy-to-use, online self-service tools: · Knowledge Base (kb. vmware. com) ­ Designed to be the first, go-to resource for issue resolution, the VMware Knowledge Base contains thousands of articles on best practices and the use of VMware products. Product Support Centers (vmware. com/support/productsupport) ­ VMware product-focused Support Centers provide resources to solve technical, licensing and/or customer service issues. Documentation, release notes and technical papers repository (vmware. com/support/pubs) ­ VMware provides a full range of technical documentation on current and older · PROdUCt BROCHURE / 3 GSS Overview products. This documentation includes technical manuals, release notes, tools and libraries. · Download portal (downloads. vmware. com) ­ VMware customers can keep their environments up-to-date through the Download Portal, which provides access to drivers, tools, patches, release notes and security updates. The portal also enables access to older product releases and documentation. Online Support Request (vmware. com/support/contacts/ file-sr. html) ­ VMware enables organizations to quickly complete a support request online. Online support requests are offered to customers with a support contract. Account Management portal (vmware. com/support/ licensing) ­ Authorized visitors to the VMware Account Management portal can obtain a new license, modify an existing license, register or activate a license and manage the use of license keys. · RSS feeds (vmware. simplefeed. net/subscription) ­ RSS feeds are available to customers and partners interested in receiving informational blogs, automated notifications regarding newly released patches and Knowledge Base articles, as well as notifications about product launches and other marketing information. YouTube (youtube. com/vmwarekb) ­ VMware KBTV leverages YouTube to deliver tutorials from virtualization and cloud infrastructure experts on a number of topics. Blogs (blogs. vmware. com) ­ VMware regularly publishes how-to articles on product-specific blogs written by VMware experts. [. . . ] VMware Toolbar (vmwaretoolbar. com) ­ The VMware Toolbar can be installed on an Internet Explorer, Firefox or Safari browser to connect with VMware experts and staff to receive instant access to patches, documentation and more. Realize the Promise of Virtualization and Cloud Computing With an experienced staff, extensive self-help resources and proactive use of interactive social media to reach customers with vital information, VMware Global Support Services delivers exceptional customer support that goes beyond the basics to help ensure IT success. To learn more about VMware Global Support Services, please call toll-free 1-877-486-9273 in the U. S. , or for global contact options, please see vmware. com/support/us_support. html to find the phone number for your region. · "I cannot praise the support we received enough!The support I have received over the past month from VMware has been second to none. " -- Senior Systems Engineer, Major Banking and Financial Services Organization · VMware, Inc. 3401 Hillview Avenue Palo Alto CA 94304 USA Tel 877-486-9273 Fax 650-427-5001 www. vmware. com Copyright © 2010 VMware, Inc. [. . . ]