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

VMware vSphere Support Differences

Supportmatrix

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