System information

ManualsBrandsVMware ManualsSoftwarevCenter AppSpeed f/ 1 CPU

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 / II

Can VMware engage other vendors if required? ................................................................................ 23

What can I do if I don’t feel progress is being made with an escalation? ............................................ 24

How do I de-escalate a support request? ........................................................................................... 24

Support Request Closure ....................................................................................................................... 24

Resolution of Bug-Related Support Requests .................................................................................... 24

Customer Satisfaction Surveys ........................................................................................................... 24

Support Policies .................................................................................................................................. 25

Third-Party Hardware/Software Support ............................................................................................. 25

Software in the Service Console technical note .................................................................................. 25

Support for Microsoft Software in VMware Virtual Machines .............................................................. 25

Local Language Support Policy .......................................................................................................... 26

Defect Report ..................................................................................................................................... 26

SDK Support Policy ............................................................................................................................ 27

API Support Policy .............................................................................................................................. 27

VMware Open Source Support Policy ................................................................................................ 27

Evaluation User Support Policy .......................................................................................................... 27

Experimental Feature Support Definition ............................................................................................ 27

After-Hours Support ............................................................................................................................ 28

Feature Requests ............................................................................................................................... 28

Security Response Policy ................................................................................................................... 28

Appendix A: Support Offerings Portfolio ............................................................................... 29