vSphere®
Plataforma de virtualização líder do setor para criação de infra-estruturas em nuvem.
Conheça as diferenças entre os níveis de suporte para vSphere
| Recursos | Production | Basic |
|---|---|---|
| Horário de atendimento | 24 horas/dia1 7 Dias/semana 365 dias/ano |
12 horas/dia4 Dias úteis |
| Duração do suporte | 1 ou 3 anos | 1 ou 3 anos |
| Atualizações do produto2 | Sim | Sim |
| Upgrade de versão2 | Sim | Sim |
| Produtos suportados3 | Todos (Exceto VMware Fusion e VMware Player) | Todos (Exceto VMware Fusion e VMware Player) |
| Canal de chamado | Web/Telefone | Web/Telefone |
| Canal de resposta | Web/Telefone | Web/Telefone |
| Suporte por acesso remoto | Sim | Sim |
| Acesso a base de conhecimento e ao Forum de discussão VMware | Sim | Sim |
| Número máximo de contatos técnicos por contrato | 6 | 4 |
| Número de abertura de chamados | Ilimitado | Ilimitado |
| Tempo de resposta por nível de gravidade | ||
| Critical - Severidade 1 | 30 minutos ou menos: 24x7 | 4 horas comerciais |
| Major - Severidade 2 | 4 horas comerciais | 8 horas comerciais |
| Minor - Severidade 3 | 8 horas comerciais | 12 horas comerciais |
| Cosmetic - Severidade 4 | 12 horas comerciais | 12 horas comerciais |
| Business Hours | Monday - Friday | |
| North America and Latin America | 6 a.m. to 6 p.m. (local time zone) | |
| Alaska, Hawaii | 6 a.m. to 6 p.m. (PST/PDT) | |
| South America (NASA) | 6 a.m. to 6 p.m. (EST/EDT) | |
| Europe, Middle East, Africa (EMEA) | 7 a.m. to 7 p.m. (GMT/GMT+1) | |
| Asia, Pacific Rim, Japan (APJ) | 8:30 a.m. to 8:30 p.m. (Singapore Time) | |
| Australia/New Zealand | 7 a.m. to 7 p.m. (Sydney AET) | |
1 Hours of operation for Gemstone are Monday – Friday, 8 a.m. to 5 p.m. (PST/PDT). Severity 1 issues are responded to 24x7.
1 Hours of operation for VMware vCenter Protect products are Monday – Friday, 7 a.m. to 7 p.m. (CST/CDT), except holidays. Severity 1 issues are responded to 24x7.
1 Hours of operation for Socialcast On Prem Platform products are Monday – Friday, 6 a.m. to 6 p.m. (PST/PDT). Severity 1 issues are responded to 24x7.
2 Product updates and upgrades are not included with Production Support or Basic Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
3 VMware Workstation requires a minimum of ten (10) licenses in order to purchase Production Support or Basic Support.
4 Hours of operation for Socialcast On Prem Platform products are Monday – Friday, 6 a.m. to 6 p.m. (PST/PDT).
1 Hours of operation for VMware vCenter Protect products are Monday – Friday, 7 a.m. to 7 p.m. (CST/CDT), except holidays. Severity 1 issues are responded to 24x7.
1 Hours of operation for Socialcast On Prem Platform products are Monday – Friday, 6 a.m. to 6 p.m. (PST/PDT). Severity 1 issues are responded to 24x7.
2 Product updates and upgrades are not included with Production Support or Basic Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
3 VMware Workstation requires a minimum of ten (10) licenses in order to purchase Production Support or Basic Support.
4 Hours of operation for Socialcast On Prem Platform products are Monday – Friday, 6 a.m. to 6 p.m. (PST/PDT).