Frequently Asked Questions: Internal Use Only

VMware Support Offers FAQ

Overview Q. What is included in Production Support?

A.
As of December 13, 2023, VMware Cloud Foundation customers will be
Offer Features Production Support
entitled to Select Support when they purchase VMware Cloud
Product (vSphere Foundation Customers)
Foundation product SKUs. Customers purchasing VMware vSphere
Customer Access By Product/Entitlement Account
Foundation product SKUs will be entitled to Production Support.
Geo Coverage Global
VMware Success 360 and associated add-on options are end of sale as
# of individual Customer Unlimited
of November 22, 2023. Administrators
Senior-Level Support Engineers N/A
Q. Why are we making this change now?
Root Cause Analysis N/A
A. VMware by Broadcom (VMware) is looking to simplify our portfolio SDK and API Guidance N/A
of services. Severity 1 Initial Response 30 minutes, 24x7
Severity 2 Initial 2 Response 4 business hours, 10x5
Q. What VMware/Broadcom Support options do customers have Severity 3 Initial Response 8 business hours, 10x5
now? Severity 4 Initial Response 12 business hours, 10x5

A. VMware Cloud Foundation customers will be entitled to VMware

Q. What is included in VMware Select Support?
Select Support when they purchase VMware Cloud Foundation
A.
product SKUs. Customers purchasing VMware vSphere Foundation
product SKUs will be entitled to Production Support and cannot
purchase any add-ons. Offer Features VMware Select Support
Product (VCF Customers)

Customer Access By Product/Entitlement Account

Q. Can Select Support be sold to vSphere Foundation customers?
Geo Coverage Global
A. No. Select Support is only available to VCF customers.
# of individual Customer Administrators Unlimited

Senior-Level Support Engineers Yes

Q. What add-ons are available for Select Support?
Root Cause Analysis Severity 1
A. There are Support Account Manager (SAM) and Dedicated
SDK and API Guidance Yes
Technical Support Engineer add-on SKUs available for purchase.
Severity 1 Initial Response 30 minutes, 24x7
Severity 2 Initial 2 Response 2 business hours, 10x5
Q. Are there any Select Support requirements for customers who
Severity 3 Initial Response 4 business hours, 10x5
purchase VCF? Severity 4 Initial Response 8 business hours, 10x5
A. It is strongly recommended that customers purchase a Support
Account Manager (SAM) with their VCF purchase. This was
previously a mandatory purchase but has been removed due to
system/automation limitations.

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VMware Support Offers FAQ

Q. Why is it strongly recommended to include the SAM add-on SKU Q. Does Select Support have a telecom version?
to all VCF purchases? A. No. There is no telecom version of Select Support. Separate Telecom
A. Customers with VCF environments open a high volume of Support options are in the design phase and will be made available at a later
Requests across multiple components and these are worked date by the SDE Division.
individually by different Technical Support Engineers for each
product. The SAM oversees all their customer’s open Support Q. Does Select Support have a U.S. Federal version?
Requests, providing the support team with critical context about A. Yes.
the customer, their environment and priorities, ensuring forward
progress and cross-collaboration to achieve the speediest Q. Will existing customers be able to renew their VMware Success
resolution possible. Customers without a SAM do not receive the 360 contracts when they expire?
benefits of a single point of contact into the support organization A. No. There will be no contract renewals for VMware Success 360.
and tend to escalate to their account team members more often as
a result. Q. Will VMware continue to support customers with active VMware
Success 360 contracts?
Q. Are the SAM or DTSE add-ons automatically included with Select
A. Yes. VMware will honor existing VMware Success 360 contracts
Support?
which were purchased prior to November 22, 2023, through the
A. No. The add-on SKUs are not built into the VCF SKUs and therefore end of their contract period.
need to be manually added to the customer’s order.
Q. Will commercial customers be able to purchase Select Support
Q. What is included in the SAM add-on SKU? when their VMware Success 360 contract expires?
A. A designated resource, up to 2.5 days/week, who will become A. No. Only VMware Cloud Foundation strategic and corporate
familiar with the customer’s team, use cases, and environment and customers will receive Select Support. Commercial customers will
will oversee their Select Support experience. For more details, have the option to purchase VMware vSphere Foundation with
please see the datasheet. VMware Production Support.

Q. What is included in the optional Dedicated Technical Support Q. Will corporate and strategic customers be able to purchase Select
Engineer add-on SKU? Support when their VMware Success 360 contract expires?
A. Customers receive access to a dedicated, technical resource, A. Yes. If the VMware Success 360 contract expiration date is aligned to
familiar with the customer’s environment, to assist in the resolution the ELA term, customers can receive Select Support by purchasing
of their Support Requests. For more details, please see the the VMware Cloud Foundation product SKUs. If the VMware
datasheet. Success 360 contract expiration occurs mid-ELA, customers can
receive access to Select Support by purchasing a standalone Select
Q. Why is Select Support only available to VMware Cloud Foundation Support SKU and SAM add-on SKU through the end of their existing
strategic and corporate customers? ELA term. The SAM add-on is still a mandatory requirement in the
A. VMware/Broadcom is simplifying our GTM and the customers we mid-ELA scenario.
service directly.

Frequently Asked Questions | 2

VMware Support Offers FAQ

Q. For a corporate or strategic customer who has a VMware Success

360 contract expiring mid-ELA, how do I quote the standalone
Select Support and SAM SKUs?

A. To confirm customer eligibility and/or to request a quote, please

submit this form or reach out to the VCF PS Sales Acceleration team at
[email protected]

Q. Where can I find more information on Select Support and the add-
on options for a Support Account Manager and a Dedicated
Technical Support Engineer?

A. You can access the datasheets for Select Support, Support Account
Manager and Dedicated Technical Support Engineer on the VCF
Support Vault page.

Q. If I have more questions about Select Support and the associated

add-ons, who can I reach out to?

A. Please reach out to the VCF PS Sales Acceleration team at

[email protected].

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