VMware Support Policy Changes for Commercial Customers

Since the acquisition of VMware by Broadcom, there have been some changes in the support policy for commercial customers. The company has introduced a new categorization system for its customers based on their usage, and the support procedures have been modified accordingly. In this blog post, we will discuss the key points of the updated support policy and how it affects commercial customers.

Key Changes in Support Policy

The primary change is that commercial customers will now be supported by authorized partners instead of VMware directly. This means that for any SR (Service Request) submitted by a commercial customer, the partner will be responsible for handling the request and providing support. The SRs will be categorized into three levels: L1, L2, and L3, based on their complexity and urgency.

The key highlights of the updated support policy are as follows:

* For commercial customers, SRs will be handled by authorized partners instead of VMware directly.

* The partners will be responsible for handling all SRs submitted by commercial customers.

* The SRs will be categorized into L1, L2, and L3 based on their complexity and urgency.

* L1 and L2 SRs will be handled by the partner, while L3 SRs will be escalated to Broadcom for support.

* The partners will have access to Broadcom’s support system to ensure seamless support to commercial customers.

Entitlement and Support Procedures

To ensure that customers receive the appropriate level of support, the company has introduced an entitlement system. This system verifies whether the customer’s contract is valid and if they are entitled to support. The support procedures for each SR category are as follows:

* L1: Basic issues will be resolved through a knowledge-based solution or by collecting logs.

* L2: Troubleshooting will be conducted, and a solution will be proposed based on the issue.

* L3: If the issue cannot be resolved at the previous two levels, it will be escalated to Broadcom for support. The partner will work with Broadcom’s engineers to resolve the issue.

The entitlement system ensures that customers receive the appropriate level of support based on their contract and usage. The support procedures remain unchanged, and the only difference is that authorized partners will handle SRs instead of VMware directly.

Conclusion

The updated support policy for commercial customers reflects the company’s commitment to providing seamless support to its clients. By introducing an entitlement system and categorizing SRs based on their complexity and urgency, the company aims to ensure that customers receive the appropriate level of support. The changes in the support policy do not affect the existing support procedures; instead, authorized partners will handle SRs instead of VMware directly. This change is aimed at enhancing the overall support experience for commercial customers.