Support Services

Overview

VMware offers a wide variety of partner programs under the VMware Platform Extensibility Program Agreement (the "Agreement") for hardware and software development relating to integration with VMware technologies. Most programs provide certifications for hardware, including storage and server. To complement these programs we offer support services aligned with various programs providing access to experienced VMware resources. These services range from an incident based transactional support to subscription based technical support for development and partner engagement service.
 
Subscription based:
  • Incident Pack (Limited Incident Based Technical Support)
  • Development Support (Technical Support)
  • Program Categories (technologies) supported under this service:
  • SDDC Integration
  • VMware Aria Operations
  • vSphere APIs for IO Filtering (VAIO)
  • Thin Client Program (View Client Protocol XML API)
  • EUC Integration (Horizon Access Package - View Client Protocol XML API)
  • Hardware Support Manager

Incident Pack

The Incident Pack support level allows Partners to submit a limited number of incidents (3) to the support team. Partners who are very close to product development completion and have very few unresolved technical issues before certification, can take advantage of this level of limited support. Support includes troubleshooting of technical issues for supported SDKs and APIs by Domain Specific Experts/Engineers. Depending on the technical issue and availability, sample code may also be provided. Partners are required to be enrolled in one or more of the Program Categories (listed above) in order to take advantage of this Support Option.

Development Support

The Development Support level provides Partners with access to experienced VMware resources to help bolster Partner's team's development, accelerate Partner's software development cycle, eliminate risk, and ensure project success. Support includes troubleshooting of technical issues for supported SDKs and APIs by Domain Specific Experts/Engineers. Depending on the technical issue and availability, sample code may be provided. Partners are required to be enrolled in one or more of the Program Categories (listed above) in order to take advantage of this Support Option.

Key Benefits

  • Increased flexibility in software development lifecycle
  • Leverage subject matter experts for quicker resolution of development issues
  • Maximize investment in VMware developer tools and technologies
  • Utilize the strategic architectural advice and guidance. insight and planning around new technologies

The benefit to Partners is that they no longer need to spend valuable engineering resources in trying to resolve issues on their own. Using this level of support, allows Partners to incorporate the knowledge of VMware engineering experts into resolving unforeseen problems. At this level. Partners can submit up to 125 Cases or incidents per year with no limitation on the number of hours.

Subscription Based SOW Fee

A partner may purchase different level(s) of Support Option from VMware by paying the then-current SOW Fee associated with the different level of Support Option.
For more information on how to participate in this program. contact [email protected].