Mission Critical Support (No longer available for purchase as of September 2, 2019)


VMware Mission Critical Support is offered as a supplement to the VMware Production Support and Subscription Service. This service is designed for customers who need access to senior-level, proactive support staff to keep their virtual infrastructures up and running 24×7. You will receive a designated account manager, familiar with your team and environment, who will work with you, up to the equivalent of one service day per week. Your account manager will work with you to:

  • Provide support request and critical situation management
  • Facilitate recurring team meetings to review support requests, status updates, and upcoming projects
  • Coordinate root cause analysis efforts for your critical support requests
  • Assist in coordinating VMware resources for multi-vendor troubleshooting efforts
  • Provide Support Business Reviews with trend analysis and feedback based on your support activity
  • Coordinate onsite and proactive support services


  • Priority Access to senior-level technical support engineers provides expert assistance and speeds issue resolution
  • Aggressive target response times help minimize downtime
  • Additional business-hours weekend coverage is available for Severity 2 issues
  • Proactive and reactive remote / onsite support services options included.

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