Per Incident Support

VMware offers Per Incident support for the following products: VMware ACE Starter Kit, VMware Converter Starter Edition, VMware ESXi, VMware Fusion, VMware VirtualCenter and VirtualCenter Agent for VMware Server, and VMware Workstation. Per Incident support does not include product updates or upgrades.

VMware ACE Starter Kit users have the option of purchasing Workstation Per Incident support in 1-, 3-, and 5-pack incidents.

VMware Converter Starter users have the option of purchasing pay-per-incident support by calling our Sales team through one of our toll free numbers. Once purchased, support requests can be submitted via the VMware support Web site or the phone. It is highly recommended that you take advantage of our online knowledge base, documentation and discussion forums before deciding to pay for an individual incident.

VMware ESXi users have the option of purchasing Per Incident support in 1-, 3-, and 5-pack incidents online.

VMware Fusion users are entitled to complimentary installation support for the first 30 days after the date of product registration. If this time period has lapsed and you need additional support, you may request to purchase additional web-based incidents in 1-, 3- and 5-pack incidents.

VMware VirtualCenter & VirtualCenter Agent for VMware Server users may request to purchase additional incidents online. Please note that customers who have purchased the VMware VirtualCenter for VMware Server and Support Bundle are entitled to complimentary installation support for the first 30 days after the date of shipment.

VMware Workstation users are entitled to complimentary installation support for the first 30 days after the date of shipment. If this time period has lapsed and you need additional support, you may request to purchase additional incidents in 1-, 3- and 5-pack incidents. Note: As Workstation is a key component of the ACE Starter Kit, Workstation Per Incident support is used for both products.

For each incident, you may report one problem and contact VMware Support via email or phone with the exception of VMware Fusion which is only responded to via email.

Incidents are valid for one year after purchase of the incidents.