Scope of Premium Support Services
Premium Support Services are available for all VMware Tanzu customers as follows:
- Global, 24x7 support for Severity 1 issues
- Fast response times for critical issues
- Unlimited number of support tickets
- Remote Support
- Online access to documentation, technical resources, knowledge base, and discussion forums
- Product updates and upgrades during the subscription period
Premium Support Services Summary
| Feature | Premium Support |
|---|---|
| Hours of Operation |
24 Hours / Day
7 Days / Week 365 Days / Year |
| Length of Service | 6 Months to 5 Years |
| Product Updates | Included |
| Product Upgrades | Included |
| Method of Access | Telephone/Web |
| Response Method | Telephone/Email |
| Remote Support | Included |
| Access to VMware Tanzu Customer Support Portal | Included |
| Access to VMware Tanzu Discussion Forums and Knowledge Base | Included |
| Max Number of Technical Contacts per Contract | Five (5) |
| Number of Support Requests | Unlimited |
|
Target Response Times
Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
Business Hours of Availability
30 minutes or less (24x7) 2 business hours (12x5) 8 business hours (12x5) 1 business day (12x5) |
|
Business Hours
North America Alaska, Hawaii Latin America Europe, Middle East, Africa (EMEA) Asia, Pacific Rim Japan (APJ) Australia/New Zealand |
Monday - Friday
6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST/PDT) 9 a.m. to 6 p.m. (local time zone) 7 a.m. to 7 p.m. (GMT) 8:30 a.m. to 8:30 p.m. (Singapore Time) 8:00 a.m. to 8:00 p.m. (JST) 7 a.m. to 7 p.m. (Sydney AET) |
VMware Tanzu On Demand Support Service
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Scope: VMware Tanzu On Demand Support Offering is available to customers for purchase as a Marketplace offering and available for the following products:
- VMware Tanzu Greenplum as Amazon Web Services Marketplace offering
- VMware Tanzu Greenplum as Microsoft Azure Marketplace offering
- VMware Tanzu Greenplum as Google Cloud Platform Marketplace offering
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VMware Tanzu On Demand Support includes the following services:
- Online access to documentation, FAQs, technical resources, Knowledge Base, and discussion forums
- Unlimited number of support tickets via web form
- VMware Tanzu On Demand Support Summary
| Feature | VMware Tanzu On Demand Support |
|---|---|
| Hours of Operation | Monday – Friday local business hours * |
| Product Updates | Included through Marketplace |
| Product Upgrades | Included through Marketplace |
| Method of Access | Standard: Web form |
| Response Method | Web/Email |
| Remote Support | Included |
| Number of Support Requests | Unlimited |
| Target Response Time | One business day (All severities) |
*Hours of operation for VMware Tanzu On Demand Support are from 6:00 AM to 6:00 PM local time zone.
NOTE: VMware Tanzu reserves all rights to modify the list of supported technologies/products from time to time, subject to the terms and conditions set forth at VMware Tanzu Software Support Services Terms & Conditions.
Last Updated on June 22, 2022