Get Continuous Value From Your VMware Investments
VMware Success 360 is a comprehensive success offering that can guide you through all stages of your journey:
- Technical Adoption Management provides guidance to help you accelerate time to value, optimize operations and keep pace with rapid technology changes
- Accelerators help you with onboarding, adopting, consuming, and optimizing your VMware technology
- Digital Learning empowers your team to gain new skills to accelerate your technology value realization
- Prioritized and Proactive Support helps you speed issue resolution, minimize downtime and prevent recurring incidents
The Components of VMware Success 360™
The Components of VMware Success 360™
Technical Adoption Management
Helps prepare you to take full advantage of your VMware investments and achieve your objectives. Activities include:
- Success planning to identify your business and IT outcomes along with recommendations needed for success
- Technology assessment to identify gaps impeding your progress
- Solution guidance to develop a future state roadmap that advances your technology objectives
- Operational optimizations to improve efficiency, resiliency, security, and sustainability
- Peer insights that offer periodic comparisons of operations and processes to known best practices of similar organizations
Accelerators
Get the help you need throughout your technology lifecycle to address a variety of challenges from on-boarding and adoption to consumption and optimization. They include:
- Inform and enable curated content such as knowledge base articles, community forums, videos and webinars
- Guide and build workshops with technical subject matter experts
Digital Learning
Empower your team to gain new skills to accelerate your technology value realization with the VMware Success 360 Digital Learning. It provides 24x7 access to hundreds of resources such as:
- Intermediate-level courses
- Lab demos
- How to content
- Exam preparation videos
Prioritized and Proactive Support
Keep systems running smoothly and minimize downtime. Prioritized and Proactive Support helps you speed issue resolution, coordinate root cause analysis, and prevent recurring incidents. Benefit from:
- Proactive and predictive issue identification for problem resolution powered by VMware Skyline Advisor Pro
- Direct routing to senior-level Technical Support Engineers
- Comprehensive cross-product, 24x7 global access with unlimited requests
- Root cause analysis for Severity 1 Support Requests
- Access to our Support Services Management team for critical situation management
Get More Support
Looking to enhance the support you already get with VMware Success 360? Optimize your support experience with optional add-ons for a designated Support Services Manager or a Dedicated Technical Support Engineer.
Expertise is All Around You
Leverage the unified and comprehensive personalized experience provided by VMware Success 360 to help you:
- Achieve Business outcomes faster from your technology investments
- Adapt as the business changes
- Take the best next steps toward achieving your goals
- Get continuous value out of your VMware investments
Surround Yourself with Guidance
VMware Success 360 Accelerators
Learn how Accelerators can help you throughout your technology lifecycle, from onboarding and adoption to consumption and optimization.
| STANDARD | ADVANCED | ENTERPRISE | |
| Technical Adoption Manager | Team-Based Success Desk | Up to 1 Day/Week | Up to 2.5 Days/Week |
| Success Planning | Self-Service | Guided | Guided |
| Technology Assessment | N/A | ||
| Solution Guidance | N/A | ||
| Operations Optimization | N/A | ||
| Peer Insights | N/A | ||
| Architecture Guidance | N/A | N/A | 5 Sessions/Year |
| Inform and Enable On-Demand Accelerators | Unlimited | Unlimited | Unlimited |
| Guide and Build Accelerators | 100 Hours/Year | 200 Hours/Year | 400 Hours/Year |
| Digital Learning | 10 Users | 20 Users | 50 Users |
| VMware Success 360 Standard | VMware Success 360 Advanced | VMware Success 360 Enterprise | |
| Prioritized and Proactive Support |
|||
| Products Supported | All* | All* | All* |
| Unlimited Support Requests | |||
| Number of individual customer Administrators | 10 Users | 20 Users | Unlimited |
| Region coverage | Global | Global | Global |
| Business hours | 8:00 AM – 6:00 PM (local) ** | 8:00 AM – 6:00 PM (local) ** | 8:00 AM – 6:00 PM (local) ** |
| Support Services Manager | Team-Based Support Desk | Up to 1 Day/Week |
Up to 2.5 Days/Week |
| Support Activity Reporting and Reviews | N/A | ||
| Remote Dedicated Support | N/A | 3 Days/Year | 5 Days/Year |
| Expedited response times *** | |||
| Root Cause Analysis (severity 1, upon request) | |||
| VMware Skyline Proactive Insights Reports |
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| Premium SDK and API Support Access**** |
|||
| Target Response Times: Severity 1 Initial Response | Within 30 Min 24 hrs/day 7 days/week |
Within 30 Min 24 hrs/day 7 days/week |
Within 30 Min 24 hrs/day 7 days/week |
| Target Response Times: Severity 2 Initial Response | Within 2 hours 10 hrs/day 7 days/week |
Within 2 hours 10 hrs/day 7 days/week |
Within 2 hours 10 hrs/day 7 days/week |
| Target Response Times: Severity 3 Initial Response | Within 4 hours 10 hrs/day 5 days/week |
Within 4 hours 10 hrs/day 5 days/week |
Within 4 hours 10 hrs/day 5 days/week |
| Target Response Times: Severity 4 Initial Response | Within 8 hours 10 hrs/day 5 days/week |
Within 8 hours 10 hrs/day 5 days/week |
Within 8 hours 10 hrs/day 5 days/week |
*All products with underlying Production Support entitlements. Product exclusions exist, for details download the VMware Success 360 Supported Products Quick Reference Guide.
**Japan Business Hours 9:00 AM - 6:00 PM local time.
***Expedited Initial Target Response Time based on user profile published here.
