Executive Summary

VMsources’ Frontline Support is intended to provide additional level of protection over and above VMware factory support, as well as providing Managed Services to assist organizations in managing and maintaining their VMware vSphere deployments. Let’s face it. There comes a time when even the best of us needs HELP!!!!! 

Limitations of VMware Factory support

Calls to VMware support are always answered by a call-manager and often routed offshore. Frequently, the call manager will need to schedule a callback from a Support Engineer, possibly hours later! Can you afford to have your vSphere cluster go offline for hours at a time? Furthermore, VMware simply isn’t willing to categorize day-to-day management tasks such as creating a new VM as “support”.

Advantages of VMsources Frontline Support

VMsources Frontline support calls are answered directly by a VMware VCP qualified Frontline Support specialist who will provide stop-gap support for your vSphere Cluster, plus help with day-to-day vSphere management. We provide:

  • 8 by 5 dial-in support
  • 24 by 7 on-call support including nights/weekends and holidays
  • Help with vSphere Management
    • Support with day-to-day operations
    • Includes ESXi and vCenter configurations and management
    • Support with day-to-day operations
    • Includes creating VM’s, vMotion, Clones and Templates
  • vSphere Software testing and Validation
    • We install and test vSphere patches and release versions prior to recommending installation on production systems
    • Avoid critical bugs, like the CBT issue in vSphere 6
  • Scheduled Upgrades between vSphere versions
  • vSphere Software patching and maintenance
    • We track your currently installed vCenter and ESXi build and install patches when available
    • Includes ESXi and vCenter
    • Includes command-line patching from offline bundles for isolated environments

How do I get Frontline Support?

It’s as simple as dialing a phone!

  • Call our main number: 215-764-6442 –or- 1-866-644-7764
  • Choose Option 5.
  • Enter your support password. My Frontline Support Password is:________________________
  • This will put you into a support queue that rings all of the on-call Frontline Support representatives.
  • If we’re not able to take your call in 5 minutes, leave a voicemail and we will call you back within our guaranteed response time

Service Levels

 

Standard

Complete

Enhanced

On-Site

Business Hours,  1-hour callback

YES

YES

YES

Business Hours,  4-hour callback

YES

Nights/Weekends/Holidays, 8-hour callback

YES

YES

VMsources Frontline Software Validation®

YES

YES

YES

YES

Scheduled upgrades of vSphere

YES

YES

Scheduled upgrades of Veeam

YES

YES

Scheduled upgrades of Horizon View

YES

YES

vSphere Software patching and maintenance

YES

YES

Help with vSphere Management

YES

YES

YES

YES

Support with day-to-day operations

YES

YES

YES

YES

Quarterly on-site maintenance[i]

YES

Hours included per month

2.5

5

10

10

Cost per month

$350.00/mo.

$700.00/mo.

$1,400.00/mo.

$1,750/mo.

Service Level Agreement

Frontline Support scope includes the following products: VMware vSphere (including all licensed features, VMware ESXi, vCenter Server) VMware Horizon View, Veeam.

Support is provided only with a current agreement in-place. VMsources will no longer be able to provide on-call support for companies/organizations with which we do not have an agreement.

Because support is logged, support requests must go through provided dial-in and/or ticketing system. Calls to individual’s personal/cell phones will not be accepted.

Basic, Normal, and Enhanced support contracts include off-site remote support only.

On-Site contracts include one scheduled site-visit per quarter in the 48-contiguous states, up to the total hours included. Other locations may vary by the cost of travel and will be quoted at the time of contract. 

[i] 4 site-visits per calendar year, scheduled no less than two weeks in advance