1 D A T A S H EET VMware Support Services Comparison Overview Understand the differences between VMware Support Services. On-Premises Support FEATURE BASIC PRODUCTION Hours of Operation 10 hrs/day Mon - Fri 24 hrs/day 7 days/week 365 days/year Length of Service 1 or 3 years 1 or 3 years Product Updates Yes Yes Product Upgrades Yes Yes Products Supported Product Support Matrix Product Support Matrix Method of Access Web Web Response Method Telephone / Email Telephone / Email Remote Support Yes Yes Onsite Support Services No No Root Cause Analysis No No Access to VMware Discussion Forums and Knowledge Base Yes Yes Max number of Support Admins per Contract 4 6 Number of Support Requests Unlimited Unlimited VMware Skyline Proactive Intelligence No Yes

Join for free to read