Why U.S. Federal Technical Support?
VMware Success 360 for U.S. Federal Agencies
VMware Success 360 for U.S. Federal Agencies is a comprehensive success offering that guides you through all the stages of your journey with VMware solutions. It provides a consistent way of working with VMware that will help you continually realize value and achieve outcomes faster from your investments. There are several components – Success Planning, Adoption Guidance and Workshops, Digital Learning, and Dedicated and Proactive Support.
Exclusively for U.S. Federal Customers
This enhancement to our standard support offerings is provided under our U.S. Federal government product warranty and is available only to customers who purchased their licenses from the U.S. Federal price list or GSA schedule through VMware’s authorized Government Dealer. It requires no additional support contract.
- Receive included coverage for eligible products when purchasing from the U.S. Federal price list / GSA schedule through VMware’s authorized Government Dealer.
- Interact with experienced technical support engineers with U.S. citizenship, located on U.S. soil.
- Gain direct access to the dedicated U.S. Federal technical support team through an exclusive 1-800 number.
U.S. Federal Technical Support does not include specialized Service Level Agreements (SLAs). All the SLAs are dictated by the support offering that was purchased from U.S. Federal price list or GSA schedule. Please refer to the SLAs that have been defined for VMware’s standard support offerings.
Support Offerings
| Support Offering |
U.S. Federal Technical Support Applies |
| Production Support | Yes |
| Cloud Services Production Support | No |
| Evaluation Support | No |
| Beta | No |
| Pivotal (SpringSource) tc Server Evaluation Support | No |
Clearances
U.S. Federal Technical Support Engineers (TSEs) having a Secret Clearance can be made available.
Recently Acquired Products
Software products recently acquired by VMware through mergers and acquisitions may eventually be supported under the U.S. Federal Technical support offering. To learn which products are currently not eligible / excluded, please review the VMware Virtualization for Government page.
Classified Data
VMware is not authorized to store classified / sensitive data. We offer a tool for you to scrub your log files before sending them to us. Please contact the U.S. Federal Technical Support team for the latest version of the tool.
FAQs
Access to U.S. Citizen / U.S. Soil support exclusively for U.S. Federal customers
VMware U.S. Federal Technical Support was created to meet the needs of the United States Federal government, especially those working in intelligence, aerospace and national security, that require speaking with technical support engineers who are U.S. citizens located in a support center in the United States.
What products are covered?
Eligible products sold on the U.S. Federal price list or GSA schedule are covered. Software products recently acquired by VMware may eventually be supported under the U.S. Federal Technical support offering. To learn which products are currently not eligible / excluded, see Support by Product Matrix documentation.
Can I send classified and top secret information?
VMware is not authorized to store classified / sensitive data. We offer a tool for you to scrub your log files before sending them to us. Please contact the U.S. Federal Technical Support team for the latest version of the tool.
What if I want to escalate my case?
Escalations work exactly as the documented procedure on VMware.com. For further information, see the Support Escalation page.
VMware cannot guarantee your case will be handled by a U.S. Citizen on U.S. Soil if it is escalated outside of the Global Support Services organization.
Which customers are covered under U.S. Federal Technical Support?
All U.S. Federal customers automatically receive, at no additional cost, U.S. Federal Technical Support when they purchase eligible licenses and Support and Subscription contracts from the U.S. Federal price list or GSA schedule.
What levels of support are available with U.S. Federal Technical Support?
U.S. Federal Technical Support does not include specialized Service Level Agreements (SLAs). All the SLAs are dictated by the support offering that was purchased from the U.S. Federal price list or GSA schedule. Please refer to the SLAs that have been defined for VMware’s standard support offerings.
What if I need a Technical Support Engineer with a higher level of clearance?
VMware cannot guarantee we have someone on staff beyond Secret Clearance.
Who should I contact for more information?
You can learn more by contacting the U.S. Federal Sales team: dial one of VMware's toll free numbers, choose the Sales option and then U.S. Federal Government customers
Resources
Additional Information
Federal Technical Support is governed by the VMware Support Terms and Conditions.