Transcript
D ATA S H E E T
VMWARE SOFTWARE AS A SERVICE BASIC SUPPORT Weekday global support for SaaS deployments KEY BENEFITS
• Global, 12x5 access to support • 24x7 access to support for SaaS Severity 1 issues • Unlimited number of support requests • Remote support • Online access to documentation, knowledge-base articles, SaaS updates and other technical resources OVERVIEW
VMware Software as a Service Basic Support is designed with your access to software-asa-service (SaaS) products in mind. We are committed to delivering enterprise-class, worldwide support with a focus on a single objective: your success. Our global support centers are staffed around the clock to ensure that you can access the products from a Web browser anywhere the Internet is available. VMware handles software deployment and maintenance, enabling you to focus on running your business. ADDITIONAL INFORMATION
For purchase information, dial one of the toll-free VMware numbers and choose the Sales option, or contact a VMware reseller. Additional information about VMware support policies and offerings is available in the Technical Support Welcome Guide.
FEATURE
SAAS PRODUCTION SUPPORT
Hours of Operation
12 hours/day Monday-Friday
Length of Service
1, 2 or 3 years
SaaS Updates
Yes
Products Supported
Support by Product Matrix
Method of Access
Telephone, Web
Response Method
Telephone, Email
Remote Support
Yes
Access to VMware Discussion Forums and Knowledge Base
Yes
Maximum Number of Technical Contacts per Contract
4
Number of Support Requests
Unlimited
Target Response Times Critical (Severity 1)
1 hour or less; 24x7
Major (Severity 2)
4 business hours
Minor (Severity 3)
8 business hours
Cosmetic (Severity 4)
12 business hours
Business Hours
Monday - Friday
North America
6AM – 6PM (Local Time Zone)
Alaska, Hawaii
6AM – 6PM (PST/PDT)
Latin America
9AM – 6PM (Local Time Zone)
Europe, Middle East, Africa (EMEA)
7AM – 7PM (GMT/GMT +1)
Asia, Pacific Rim
8:30AM – 8:30PM (Singapore Time)
Japan (APJ)
8AM – 8PM (JST)
Australia/New Zealand
7AM – 7PM (Sydney AET)
TERMS AND CONDITIONS:
This datasheet is for informational purposes only. VMWARE MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DATASHEET. VMware Software as a Service is governed by the applicable Terms of Service and VMware Software as a Service Support Policies.
VMware, Inc. 3401 Hillview Avenue Palo Alto CA 94304 USA Tel 877-486-9273 Fax 650-427-5001 www.vmware.com
Copyright © 2016 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed at http://www.vmware.com/go/patents. VMware is a registered trademark or trademark of VMware, Inc. and its subsidiaries in the United States and/or other jurisdictions. All other marks and names mentioned herein may be trademarks of their respective companies. Item No: VMW3615-DS-SAAS-BASIC-SUPPORT-USLET-105 11/ 16
