System information

VMware Technical Support Guide
T E C H N I C A L S U P P O R T G U I D E – F E B R U R A R Y 2 0 1 0 / 13
All or a substantial portion of your mission critical data is at a significant risk of loss or
corruption.
You have had a substantial loss of service.
Your business operations have been severely disrupted.
Severity 1 support requires you to have dedicated resources available to work on the issue on an
ongoing basis during your contractual hours.
Severity 2 occurs when a major functionality is severely impaired
Operations can continue in a restricted fashion, although long-term productivity might be
adversely affected.
A major milestone is at risk. Ongoing and incremental installations are affected.
A temporary workaround is available.
Severity 3 involves partial, non-critical loss of functionality of the software
Impaired operations of some components, but allows the user to continue using the software.
Initial installation milestones are at minimal risk.
Severity 4 refers to general usage questions
Cosmetic issues, including errors in the documentation.
Submitting a Support Request
VMware Support Services can be accessed from the VMware Web site or by phone. Access
varies by license type, support offering (contract or per incident) and product.
File a support request online – available if you have purchased a support contract, Per Incident
Support pack, or product that qualifies for complimentary support.
File a support request over the phone – available if you have purchased a Production, Basic or
Desktop Standard support contract or if you have purchased a Per Incident Support Pack for a
qualifying product.
File a Support Request Online
Filing a support request online is available to all customers covered by one of our support
contracts or by the purchase of a pre-paid support incident.