Business Critical Support

A proven and personal approach to supporting mission-critical solutions based on VMware Tanzu technologies.

Program Overview

Business Critical Support services are delivered remotely by a Designated Support Engineer (DSE) who serves as your single point of contact for Pivotal Software support, and offers the following:

  • An extension of your team: In personally overseeing your Pivotal support experience, the DSE drives faster resolution and engages Pivotal subject-matter experts when needed.
  • Weekly “Carelog” calls: The DSE engages your team in discussing open service requests and product-related issues, driving toward more efficient resolution and enabling discussion of future plans, projects, or enhancements.
  • Technical guidance with system upgrades and patches:
  • The DSE provides insight and technical knowledge to incorporate in your upgrade plans, including configuration, notifying Pivotal’s Global Support teams, and identifying any issues discovered during the test or development phases.
  • Feature request assistance: Your DSE facilitates the feature request process with your team, advocates with Pivotal product management and development on your behalf, and lays out timelines and delivery dates of new features.
  • Root cause analysis (RCA): Should there be a critical event, your DSE will conduct a full RCA, including incident review with detailed outline of the impacting event, additional detail around the debug analysis, recovery, and the resolution steps taken.

Activities and Benefits

Account Management

  • Regular communications to lead, discuss, and review open issues or other activities
  • Quarterly business reviews to discuss upcoming product releases
  • Reporting and metrics
  • Advocate for future feature updates

Proactive Support

  • Relevant technical information and product enhancement guidance
  • Review of bug fixes that address support requests
  • Review of release notes and other technical documentation for upgrade events
  • Participate in customer-driven standups as available
  • Manage and oversee technical support activities

Responsive Management

  • Individual service request support guidance, resolution, progress monitoring, and intervention
  • Access to relevant Pivotal senior technical and engineering resources


* Customer must have an active subscription (“Premium Support”) or a valid support contract in place for the specified product as a prerequisite to the purchase of Business Critical Support.

Feature Premium Support
Length of Service 1, 2 or 3 Years
Product Updates Yes
Product Upgrade direction Yes
Products Supported All
Method of Access Web / Telephone / Email
Response Method Telephone / Email
Remote Support Yes
Access to Pivotal Website Yes
Access to Pivotal Discussion Forums and Knowledge Base Yes
Max Number of Technical Contacts per Contract 5
Number of Support Requests Unlimited
Premium Support Hours 24 Hours / Day
7 Days / Week
365 Days / Year
Feature Business Critical Support
Assigned Designated Support Engineer (DSE) Yes
DSE Support Hours Monday - Friday
9 a.m. - 5 p.m. (local time zone)
Length of Service 10 Hours / Week for 6 or 12 Months
Can be stacked to 20, 30, or 40 Hours / Week
Weekly Carelog Calls Yes
Root Cause Analysis (RCA) Yes
Guidance with System Upgrade and Patches Yes
Feature Request Assistance Yes
Account Management ** Yes
Proactive Support ** Yes
Responsive Management ** Yes

** See description under Program Overview

Last Updated: April 10, 2018

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