VMware vSphere Support Differences

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This article describes the various VMware support levels. VMware offers several levels of support. The Basic and Production support levels were formerly known as Gold and Platinum Support. For paid support, there are 4 levels of support that determine how fast a reaction occurs.

Supportmatrix

Function Production Basic Silver Free On an individual Basis Location
Hours of Operation 24/7 12hr./Day, Mon-Fri 12hr./Day, Mon-Fri 12hr./Day, Mon-Fri 12hr./Day, Mon-Fri 12hr./Day, Mon-Fri
Length of Support 1, 2 or 3 years 1, 2 or 3 years 1, 2 or 3 years 30 days for Installation-Support Valid for one year after purchace 1, 2 or 3 years
Supported Products All products except Fusion and Player All products except Fusion and Player Only Workstation, only the continuation of existing contracts Only Workstation, Fusion and Virtual Center for Servers Workstation, Fusion, Virtual Center for Servers, ACE Starter Kit, Converter and VMTN Only Workstation und Fusion
Availability Telephone/Internet Telephone/Internet Only Internet Onla Internet Telephone/Internet Telephone/Internet
Remote-Support Yes Yes Not available Not available Not available Yes
Access to Forums and Knowledge Base Yes Yes Yes Yes Yes Yes
Max. number of Support-Administrators per contract 6 4 2 Not applicable Not applicable 4
Number of Support Requests Unlimited Unlimited Unlimited Unlimited 1, 3 or 5 Unlimited

References and additional information

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