Key Benefits
- Flexible “pay as you go” model.
- Good for technical support on specific products.
- Sold as individual per incidents or as economical 3- or 5-incident packs, depending on product.
- Online access to documentation, knowledge base articles, discussion forums and other technical resources.
Overview
VMware offers technical support for several products on a per incident basis allowing access to support as you need it. VMware ESXi, VMware ACE Starter Kit, VMware Workstation, VMware VirtualCenter for VMware Server, VMware Converter Starter Edition and VMware Fusion all have Per Incident support available for purchase to meet the needs of individual consumers or smaller datacenters and software development organizations.
With Per Incident support, customers can choose to log cases and receive responses either through the Web or via the phone for all products except VMware Fusion. VMware Fusion Per Incident customers may only log cases via the web and receive responses via email.
Per Incident support for VMware ESXi, ACE Starter Kit, Workstation, VirtualCenter and VMware Fusion can be purchased in economical 1-, 3- or 5- incident packs through our VMware Sales Team at 1-877-4VMware. Additionally, VMware ESXi Per Incident support, Workstation Per Incident support, VirtualCenter Per Incident support and VMware Fusion Per Incident Support can be purchased through our online store. Note: As Workstation is a key component of the ACE Starter Kit, Workstation Per Incident support is used for both products.
Per Incident support for VMware Converter Starter Edition is sold on a single per-incident basis and can be purchased through our VMware Sales Team at 1-877-4VMware under the P2V product category. Responses are returned via phone or email, depending on customer preference.
Before purchasing per incident support, we highly recommend that you take advantage of our online knowledge base, documentation and discussion forums—complimentary resources that may lead directly to the answers needed!
| Feature | VMware ESXi* | VMware ACE Starter Kit, Workstation and VirtualCenter for VMware Server |
VMware Converter Starter Edition | VMware Fusion |
|---|---|---|---|---|
| Hours of Operation | 12 hours/day Monday–Friday |
12 hours/day Monday–Friday |
12 hours/day Monday–Friday |
12 hours/day Monday–Friday |
| Length of Service | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident |
| Method of Access | Web and phone | Web and phone | Web and phone | Web only |
| Response Method | Phone and email | Phone and email | Phone and email | Email only |
| Access to VMware Web Site | Yes | Yes | Yes | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes | Yes |
| Per Incident Support Options | 1-, 3-, 5-incident packs | 1-, 3-, 5-incident packs | One incident | 1-, 3-, 5-incident packs |
| Target Response Times |
4 business hours for severity 1; next business day for all other severities | 1 business day for all severities | 1 business day for all severities | 1 business day for all severities | Business Hours
Alaska, Hawaii |
Monday - Friday 6 a.m. to 6 p.m. (PDT/PST ) |
Monday - Friday 6 a.m. to 6 p.m. (PDT/PST ) |
Monday - Friday 6 a.m. to 6 p.m. (PDT/PST ) |
Monday - Friday 6 a.m. to 6 p.m. (PDT/PST ) |
*Note: Per Incident support for VMware ESXi is not available for VMware ESXi licensees sold as part of the Foundation, Standard or Enterprise bundles.
Additional Information
Purchase information can be found by dialing one of VMware's toll free numbers or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Guide.
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