If you are responsible for any running Mission critical or Business critical workloads in your VMware Virtual datacenter you better to have Fast Lane support with Mission Critical or Business Critical support from VMware. It reduces the amount of time for your support request escalation along with the personalized reactive and proactive support services. It’s a separated subscription service and depend on the company requirement. I will discuss the features later in this post.

MyVMware Mobile App is a great tool to log High Priority support request without using your computer and web browser. You can download this app from itunes for your iPhone/iPad and Google play store for Android mobiles and tabs.

You need to have the corporate MyVMware account to operate this application. Once you installed the App on your device login using the corporate MyVMware username and password.

You can view and manage below features from this mobile app:

  • License key data
  • My VMware users and permissions
  • VMware Knowledge Base articles
  • The status of your Support Requests
  • Support contract and order information
  • Alerts
  • Edit license key folders (create, move, rename, delete)
  • Edit existing user permissions
  • Fast Lane Support: Severity 1 Support Request feature for Business & Mission Critical Support entitlements

View recent Alerts for changes and notifications under “Alerts” option

You can view and manage licences keys

Also view and manage the user Permissions for the corporate accounts

View the VMware Knowledge base

Also view the status of logged support requests, at the moment I don’t have any logged requests

To get the Fast Lane support select the “Fast Lane Support” and provide the Supported Product and Issue Category. Press “Call Support” to log a Severity 1 ticket

 

You can see the support request number after that and your mobile will automatically dial to the VMware priority support number

You can view the logged requests under “Support Requests”

Also it has a cool walk through option to provide the details of the App

 

Features of Business critical support :

You will receive a designated support contact who will work with you to resolve your support requests, Support contact person will provide below support with a priority

  • Provide support request escalation and management
  • Facilitate recurring team meetings, status updates and progress reports
  • Design a customized support plan to help ensure quick escalation and resource allocation
  • Document and communicate environment knowledge to VMware technical staff to expedite troubleshooting efforts
  • Coordinate multivendor troubleshooting efforts

Key Benefits :

  • Direct Access to senior-level technical support engineers provides expert assistance and speeds issue resolution
  • A designated support contact who has environmental knowledge of your account and is aware of your support history
  • Help avoid future issues through root cause analysis with preventive recommendations

 

Features of Mission Critical Support:

Mission Critical Support 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 an assigned account manager who will work with you to :

  • Provide support request escalation and management
  • Facilitate recurring team meetings, status updates and progress reports
  • Provide trend analysis and feedback based on your support activity
  • Design a customized support plan to help ensure quick escalation and resource allocation
  • Document and communicate environment knowledge to VMware technical staff to expedite troubleshooting efforts
  • Coordinate multi-vendor troubleshooting efforts
  • Promote regular and consistent communications between your organization and VMware internal groups, including support,engineering and management

Key Benefits:

  • 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 onsite services are also included

References : 

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