T E C H N I C A L S U P P O R T G U I D E – F E B R U R A R Y 2 0 1 0 / II
Can VMware engage other vendors if required? ................................................................................ 23
What can I do if I don’t feel progress is being made with an escalation? ............................................ 24
How do I de-escalate a support request? ........................................................................................... 24
Support Request Closure ....................................................................................................................... 24
Resolution of Bug-Related Support Requests .................................................................................... 24
Customer Satisfaction Surveys ........................................................................................................... 24
Support Policies .................................................................................................................................. 25
Third-Party Hardware/Software Support ............................................................................................. 25
Software in the Service Console technical note .................................................................................. 25
Support for Microsoft Software in VMware Virtual Machines .............................................................. 25
Local Language Support Policy .......................................................................................................... 26
Defect Report ..................................................................................................................................... 26
SDK Support Policy ............................................................................................................................ 27
API Support Policy .............................................................................................................................. 27
VMware Open Source Support Policy ................................................................................................ 27
Evaluation User Support Policy .......................................................................................................... 27
Experimental Feature Support Definition ............................................................................................ 27
After-Hours Support ............................................................................................................................ 28
Feature Requests ............................................................................................................................... 28
Security Response Policy ................................................................................................................... 28
Appendix A: Support Offerings Portfolio ............................................................................... 29
(20 pages)
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