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Your VMware Insurance Policy

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Over the past few weeks I have become more involved with Support Requests that have been opened by my customers with VMware Global Support Services, often times referred to as GSS.  Almost all of the time GSS delivers an exceptional customer experience and my customers walk away satisfied that the issue has been resolved.  Of course there are times though where the customer becomes frustrated with support for one reason or another.  Sometimes it’s a communication issue where GSS and the customer simply can’t connect during a time that both are available.  Sometimes it’s not a VMware issue at all but GSS has to work with the customer to rule out VMware as the cause of the issue.  Either way, these things happen and they are a part of the role that comes with working in IT.  Troubleshooting is second nature and we’re engineers at heart figuring out what is wrong, how to fix it and how to keep it from happening again.

From a VMware support perspective, you have options.  Most customers have heard of Standard and Production Support.  Standard Support is for non-critical systems and provides 12×5 availability.  To be honest, I rarely see customers choose this option.  Most customers choose Production Support.  Production Support provides 24×7 availability for all business critical systems.  A hierarchy is used in defining the severity of your issue with Severity 1 reserved for business outage or downtime situations.  What you don’t know is that VMware offers additional support options if you’re looking for something more than just a break-fix experience.

Business Critical Support is another option available.  Some of the highlights of Business Critical Support include a dedicated support engineer as well as direct routing to senior level engineers.  Another highlight for me is the ability to leverage Business Critical Support to assist you with Migrations and Updates.  Now I work with Commercial customers so I would say many of them don’t need this level of support, however I will say I do have a few who are always actively engaged with support.  For those customers who always seem to have at least 1 or 2 support requests, it’s not a bad idea to at least entertain the idea of Business Critical Support.

The other option, albeit less likely for my customers is Mission Critical Support.  Mission Critical Support includes many of the same features of Business Critical Support including direct access to senior level engineers as well as a customer support plan.  Mission Critical Support also provides support and quarterly business reviews as well as onsite support for exceptional escalations.  That’s right, you could have a VMware support person onsite if absolutely needed to resolve the issue.

vmware_snsIn conclusion, think of VMware Global Support Services as your Insurance Policy for your IT infrastructure.  Hopefully you never need to use it but when you do need it, how fast of a response and what level of a service do you want from your Insurance Company?  Also remember that as long as your active on your VMware Insurance Policy that you receive all of our updated solutions at no charge.  For those of you who were anxiously awaiting the release of Horizon 6, that means you can now upgrade your Horizon 5.x environment to Horizon 6 and start publishing your RDSH Applications through Horizon.  I’m going to mention this to my Auto Insurance Company… why haven’t I received an upgrade to the latest model of my car?  I’m still driving around a 1985 Subaru w/ the push-button radio.



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