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VMware offers a full suite of professional service offerings for all deployment types, with both in-person and remote support. These services include, but are not limited to:
· Network design review
· Network optimization
· Health check
· Dedicated technical support engineer
· Network deployment
· Business policy review
· Knowledge transfer
· Resident services
· Migration services
· Upgrade services
· Logistics program management
· Onsite installation
VMware SD-WAN software subscriptions come with global 24x7x365 support, with aggressive response times for critical issues. Refer to the VMware SD-WAN Support Datasheet for more information on what is covered in the Basic, Production, and Premier Support offerings. The datasheet includes information on response times by severity level and the definitions of severity levels 1, 2, 3, and 4.
All software support offerings are under either the Total or Backline Support Program. The support program determines who is issued VMware support entitlement: the end user or the partner. The Backline Support Program is available to VMware partners with qualified Level 1 & 2 support personnel. For more information, refer to the Total and Backline Support Datasheet.
VMware includes hardware replacement services with each VMware SD-WAN Edge device, in case of device failure. These services come with global shipping coverage, expedited replacement options (including same-day delivery), and optional onsite services. For more information, refer to the Hardware Replacement Services Datasheet.