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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 / 26
machines. If such efforts do not isolate the problem, Microsoft may request that customers replicate
the issue on a physical machine to proceed with the investigation.
3. For customers running non-supported products that don't have a Premier Agreement, Microsoft's
level of support is more restrictive. Microsoft support specialists may request that customers first
replicate the issue on a physical machine. Item #897615 in Microsoft's Knowledge Base describes
this policy.
Customers that prefer to receive support from their hardware vendors have the option to include
Microsoft product support, depending on how they purchase VMware and Microsoft software.
1. For customers who purchase OEM VMware products with Dell hardware and Dell Gold Enterprise
Support or Dell ProSupport, the vendor provides end-to-end support including the VMware software
and certified Microsoft operating systems that are run within virtual machines.
2. For customers who purchase VMware products with Fujitsu hardware and a Fujitsu SupportDesk
agreement, Fujitsu provides end-to-end support including the VMware software and licensed
Microsoft software run within virtual machines.
3. For customers who purchase OEM VMware products with Fujitsu-Siemens PRIMERGY hardware
and OEM Gold/Platinum SNS support, the vendor provides end-to-end support including the
VMware software and licensed certified Microsoft operating systems that are run within virtual
machines and covered by a respective Service Contract.
4. For customers who purchase VMware products bundled with HP hardware and/or HP Services
(Consulting & Integration & HP Outsourcing) and have a current HP support and subscription
agreement on VMware and Microsoft, HP provides end-to-end support including the VMware
software and any licensed Microsoft software that is run within virtual machines.
5. For customers who purchase VMware products with IBM hardware and an IGS support agreement,
IBM provides end-to-end support including the VMware software and licensed Microsoft software run
within virtual machines.
6. For customers who purchase OEM VMware products with Unisys hardware and Unisys Gold or
Platinum Support, the vendor provides end-to-end support including the VMware software and
certified Microsoft operating systems that run within virtual machines.
Local Language Support Policy
Although Technical Support Services for VMware products are delivered primarily in English, VMware
continues to expand support capabilities in local languages.
Direct, 24/7 technical support in local languages is available in Japan, China, Korea and Latin America.
Limited local language support for some European countries is also available, primarily through callback
responses during the operating hours of the local support center.
For all other countries, initial support contact via telephone is conducted in English. Please note:
VMware’s Response Time Target Commitments are currently based on response in English only.
Defect Report
If you feel you have found a defect in a VMware product and you have an active support agreement
with us, you should report that to VMware Support via the normal Support Request process.
If you do not have an active support agreement and you want to alert us to a product defect, please
post the issue to the appropriate product community on the VMware Technology Network.