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 / 28
After-Hours Support
If you are on a support program other than VMware Production Support, “after hours” support
is available for an additional fee. This “after hours” support is designed to assist with critical
production-down issues. The goal is to provide a rapid response when your production system
fails with a severity one issue, and a Technical Support Engineer (TSE) to help you get the
system back online again.
Examples of critical issues affecting a production system running released software are:
A production server has failed
Users cannot access the production servers
Critical errors are being logged by an operational production server
Performance of the servers has degraded to an unusable level
A critical application is unusable
Data is unrecoverable, corrupt, or lost
Hardware or software upgrade assistance needed for production servers that cannot be handled
during normal business hours
The TSE assigned to the case will continue to work on the problem until one of the following is reached:
The production server becomes operational again, and the support request is closed or its severity
is downgraded
An acceptable and sustainable workaround is provided to keep the server operational until a more
permanent solution is found, and the severity is downgraded
The severity of impact to the production servers is downgraded
The support request will then either be closed, or revert to being worked during normal
business hours as appropriate. In either case, you will be asked to confirm that you agree that
such a status has been reached.
Feature Requests
If you have a suggestion for how to improve or enhance VMware software, your input is always
welcome. Please submit your suggestions through the Feature Request form on the VMware
Web site. Unless additional information is needed, you will not receive a personal response.
Any suggestions for enhancements to VMware software that you submit will become the
property of VMware. VMware may use this information for any VMware business purposes,
without restriction, including for product support and development. VMware will not use the
information in a form that personally identifies you.
Security Response Policy
Read our VMware Security Response Policy, which documents VMware’s commitment for
resolving possible vulnerabilities in VMware products so that you can be assured that any
such issues will be corrected in a timely fashion.