1 Partnering with VMWare Global Support Services (GSS)Amy Chalifoux Cheryl Eagan Kim Jahnz

2 Agenda Introduction to GSS Support Offerings Common Support QuestionsCSAT process

3 What is GSS?

4 What is GSS? Global Support Services (GSS) works in conjunction with VMware Consulting Services, VMware Education Services and VMware Certification Services to accelerate return on investments while mitigating risk and complexity. VMware employs the largest technical force dedicated to virtualization and specializes in the the support of highly complex, varied, heterogeneous and mission-critical virtual and cloud computing environments. There are other groups that work with GSS, but are not a part of GSS. These groups have their own processes and procedures. Continuous Product Development Team (CPD) – handles bug fixes/hot patches GSS will interface with CPD for you Licensing – handles all licensing related questions. Licensing support requests can be opened either via phone or the center section of the My VMware “Get Support” page.

5 GSS Support Offerings

6 VMware Support OfferingsMISSION CRITICAL SUPPORT Assigned Account Management Senior TSE Team Enhanced Response Targets Onsite Support Priority Queuing BUSINESS CRITICAL SUPPORT Shared Account Management Designated TSE Team PRODUCTION SUPPORT Faster Target Response Times After Hours Support (Sev 1) Subscription Web Support Unlimited SRs Basic Target Response Times Phone Support BASIC SUPPORT Knowledgebase Communities Documentation Social Support SELF HELP We have a variety of support offerings available to our customers. Basic Support and below (Pay per Incident Support) is reserved for test/dev and QA environments only. Basic Support is often included with the Not for Resale (NFR) licenses associated with special programs like our Technical Alliance Partner Program (TAP) and is not recommended for environments running production workloads. Production Support is our baseline support offering. Business Critical Support and Mission Critical Support build upon the foundation created by Production support.

7 VMware Support OfferingsHere is a side by side comparison of the benefits included in the different tiers of support. Business Critical Support (BCS) and Mission Critical Support (MCS) both fall under what is often referred to as Premier Services. Additional information about those offerings are included on the next slides.

8 BCS Prerequisites MCS PrerequisitesBCS upgrades Production Entitlements of Eligible Products At least 1 TAM slice is recommended to be co-termed on the account and BCS is discounted when combined with TAM MCS upgrades Production Entitlements of Eligible Products At least 1 TAM slice is required to be co-termed on the account (TAM SKU is incremental to MCS SKU)

9 BCS Key Features/BenefitsDesigned for strategic customers with requirements for fast, in depth senior-level technical response. 6 customer contacts located within one support region AMERICAS EMEA APAC Coverage Sev 1: 24x7 Sev 2: 12x5 Sev 3: 12x5 Sev 4: 12x5 Reactive Support Response Sev 1: 30 min Sev 2: 4 bus hrs Sev 3: 8 bus hrs Sev 4: 12 bus hrs Severity Response Targets Senior team of TSEs All products (except SpringSource, Zimbra, Workstation, Fusion, Player) Senior-level Support Routing Responsibilities: Member of the team Extend your team Reoccurring meetings Work SRs Facilitate with their peers Escalation Management Assigned Contact Reoccurring Summary of all activity Discuss Open SRs, Questions or Concerns Review Projects, keep up to date on your activities Regular Meetings Site Profile Understand your environment. Provide detail to technical staff Build priority through various VMware channels Root Cause Analysis Beyond Break-fix What the problem was and what caused it?

10 MCS: Tactical Support FeaturesDesigned for large, global customers with requirements for fast, senior-level technical response, and proactive account management services. Covering all contacts in 1 GEOGRAPHY AMERICAs EMEA APAC Covering all contacts GLOBALLY All regions Coverage Types Based on Coverage Unlimited authorized contacts within your purchased coverage # of Authorized Contacts Severity 1: 24 x 7 Severity 2: 12 x 7 Severity 3: 12 x 5 Severity 4: 12x5 Hours of Operation SEV 1: 30 min SEV 2: 2 bus hours SEV 3: 4 bus hours SEV 4: 8 bus hours Response Targets Coverage & Authorized Contacts MCS Geography MCS entitlement routes unlimited customer contacts within one region (Defined as All of AMERs, All of EMEA or APAC) Allows for contacts located in other regions that provide afterhours support for contracted regions implementation Regions can have unlimited implementations and unlimited teams MCS Global MCS entitlement routes unlimited customer contacts globally HOURS OF OPERATION 24x7 for Sev 1s Additional Sev 2 service on weekends for maintenance or planned projects RESPONSE TARGETS Fastest in GSS Self Explanatory Priority QUEUES MCS Customers have an exclusive Phone Queue that is taken priority over all other entitlements SUPPORT TEAM Senior Specialist Experienced Troubleshooter Expert Skills in problem area experienced (Storage, Fault, Sys Man, Network, Install, OS, View) takes only problems in their expertise ONSITE SUPPORT Onsite Option: Account Management Services Collect and assist in the development of your site profile. Documenting your environment, Building relationships with your team Delivering business reviews Onsite Option: Support Escalations  To help resolve critical support requests. Notes These onsite visits are an annual entitlement and can be used as needed throughout the annual contract period. Onsite Support is offered in English. RCA Coordination Answer the Question for every SR, when data is available Formal RCA Documentation (On request) General problem description Symptoms observed, including error messages Actions taken to mitigate or resolve the problem Resolution of the problem when available Recommendations to prevent problem reoccurrence Diagnostic information reviewed, including log files description and source Support Request numbers from VMware and other vendors Referenced documentation, including VMware Knowledge Base articles, VMware product documentation, VMware Release Notes and other relevant third-party vendor documentation Priority treatment in case management and phone support queues to help ensure rapid response Priority Queuing Senior team of TSEs for all products (except developer & new acquisitions) Product list updated with additions periodically Senior-level Support Routing Onsite Support Onsite management and/or escalation support 5 days / geography contract / year 15 days / global contract / year Root Cause Analysis Beyond break-fix What the problem was and what caused it?

11 MCS: Account Management Service FeaturesProvide complete management and accountability to ensure 100% compliance with VMware support policies Account Management Designated Account Manager (TAM) to deliver remote account management services Proactive planning, coordination and communications Escalation documents so you know who to call when you need help Provides processes and contact information of your support team Support Guide & Plan Management notification of all opened SRs Conduct regular reviews on progress and next actions Support Request Reviews Reoccurring meeting to summarize all activity such as SR discussions, questions or concerns Review projects, keep up to date on your activities Regular Meetings Account Management Proactive Notification Coordinate Communication Delivered by TAM Drives Support Priorities and tactical Engagements Schedule discussions on VMware published articles and white papers Coordinate Lunch n’ Learns discussion on product issues, troubleshooting best practices with our experts SUPPORT GUIDE & PLAN A plan that provides customer their: Escalation Points of Contact Contract Information Roles and Responsibilities SR Reviews TAM drives priorities with GSS to ensure SRs are make progress and resolved quick Acct Management and GSS Operation Mgrs are notified when SRs are opened to ensure quick assignment and engagement Support Meetings Perform Monthly or Weekly Meetings with customer staff where they: - Identify Current Project Deliverables Discuss open SRs Summarize all activities - Deliver RCA Documents and Discussion - Assign and take actions for follow up Discuss new activity and upcoming activity to ensure support preparation Site Profile: Leverage our Survey, Tool and Account information to form complete understanding of Customer VMware footprint and Use Case. Share Information with Technical Staff to expedite Troubleshooting or provide better proactive notifications Collect Information on customer Department or LOB Areas of Concern: - VMware Products - Shared Storage - Network - ESX/ESXi Host - VMware vCenter Server - Security Disaster Recovery - Monitoring - Backup ESCALATION MANAGEMENT & 3rd PARTY ENGAGEMENT - Coordinate conference calls, communications and interaction between engineering, VMware support and customer - Lead escalation management - Coordinate 3rd party engagements REPORTING, TRENDING and QBRs Weekly SR Reporting - Open SRs, Alerts, Current Projects, Questions or Concerns Monthly Reporting (On Request) - Executive Overview of last months activity (SRs, Escalations etc) - Monthly snapshot report of customer activity Quarterly Business Review - Report on Global VMware Information Patch Downloads, Product Updates VMware Alerts, New & Top KBs, New White Papers, New Best Practice - Support Activity SRs by Category (SME) Response Target and Time to Resolution Trends New SRs vs Closed, Backlog (Aggregate, By region) SRs by Product - Recommendations Escalation Details Product and Configuration reviews? Deeper investigation required? Staff Recommendations – Policy, Transfers of information, Training Understand your environment Provide detail to technical staff Build priority through various VMware channels Site Profile Coordinate RCA Engineering interaction Resource reallocation Escalation Management 3rd Party Vendor Engagement Coordinate VMware with 3rd parties for troubleshooting Quarterly Business Reviews with support trending & analysis Reporting, Trending, QBRs

12 New: Fast Lane Support for MCS/BCS CustomersThe newest benefit being extended to Premier Services customers is the ability to file SRs and connect with support with greater ease. Premier Services customers can use the latest My VMware mobile app available for Android and IOS devices to connect directly with support. All they have to do is install the app, log in with their BCS/MCS entitled user name ( address) and complete the 5 simple steps noted above. https://www.youtube.com/watch?v=5ITSMntCdS8

13 Common Support Questions

14 How does VMware define different severity levels?

15 2 business hours (Including Sat/Sun)What are the response times based on severity for the different support offerings? Severity Level Mission Critical Business Critical Production Basic Severity 1 30 minutes 4 business hours Severity 2 2 business hours (Including Sat/Sun) 8 business hours Severity 3 12 business hours Severity 4 Note: 24/7 support is for Production, Business Critical, and Mission Critical Severity 1 issues only. Please see the VMware Support Overview for additional details

16 What products do not have SEV 1 phone queues?VMware supports a large number of individual products. Many of our core products offer a live phone queue for severity one issues (ESXi, vSphere, vCenter Server, core networking, core storage, Horizon View, etc.) There are a number of niche products currently do not support a live phone queue including, but not limited to, the vRealize Suite, VDP, ThinApp, Mirage, Fusion, Workstation, etc. Remember that even if there is no live phone queue, the initial response times do not vary by product. A severity 1 SR logged online should still receive support within 30 minutes of the case being opened. BCS/MCS support does offer live phone queue coverage for some, but not all, of the products that are not covered under Production.

17 What are the Support Request (SR) idle time guidelinesWhat are the Support Request (SR) idle time guidelines? What is the expected frequency of communication on existing SRs? Production Sev 1 SRs require 24x7 live engagement between GSS and the customer Sev 2 – Sev 4 SR communications should occur every 2-3 days Premier Services (MCS/BCS) Sev 1 SRs require 24x7 live engagement between GSS and customer Sev 2 SR communications should be daily Sev 3 SR communications should be every other day Sev 4 SR communications should be every 2nd day or every other day, time permitting If you are not getting the traction you need on an issue you have options. You can increase the severity of the issue has become more critical. This can be done by sending an in to the SR, by reaching out to the Technical Support Engineer’s (TSE) manager, or by called VMWARE and requesting to speak with a Duty Manager. You can obtain manager contact information via the signature included in s related to the SR. Please communicate the problem and the requested action to the appropriate entity.

18 What are the Tech Support Engineer (TSE) Out of the Office Procedures?The current process that GSS follows is outlined below Production Support: Technical Support Managers (TSMs) send an notifying the customer that the TSE is out of the office. The customer is given the opportunity to communicate if he/she would like the case transferred. TSMs can elect to receive a copy of any communications to the SR while the TSE is out and should follow-up accordingly. BCS/MCS Support: The TSE should notify customer that they will be out of the office. Customer determines if it’s okay to put the SR on hold or transition to backup. Managers can elect to receive a copy of any that comes in on a case when the TSE is out of office and should follow- up accordingly. Holidays The Global Support centers all observe different holiday schedules. During times when the office is to be closed for a holidays, a TSE may not notify the customer that they are going to be out of the office, since holidays are generally only observed for a day. The support centers do have reduced staffing during holidays to assist customers with critical issues. If you have an existing SR you need to work during a holiday please communicate that to support in advance. On occasion a TSE could be out sick. These unexpected out of office occurrence are not necessarily communicated to customers. If you are having trouble reaching your assigned resource please reach out to that resource’s manager and he or she can assist you with next steps. Technical Support Manager (TSM) contact information is included in the signature included in Support Request (SR) correspondences.

19 Customer Requested EscalationCustomer initiated escalations should follow the process outlined on https://www.vmware.com/support/file- sr/escalation Customer escalation requests should meet the following criteria Your production system is down You need to communicate a critical business impact to VMware Support Management Customer Escalation Steps: Call VMWARE and request to speak to a duty manager Click the “Request Manager Attention” button in the My VMware support portal (or) use the TSE’s signature to find direct contact information for his or her manager Once the SR is escalated, the assigned engineer’s manager is engaged. He or she reviews the situation, coordinates with all parties involved, and determines an action plan to ensure an expedited resolution.    If an issue has become critical we always recommend calling to request an escalation as it yields results in real time.

20 What products have independent support offerings?Separate or add-on support offerings: SUSE Linux Enterprise Server for VMware https://www.vmware.com/products/sles-for-vmware No longer available for purchase End of Support VMware SDK https://www.vmware.com/support/sdk An add-on to Production support TAP Program Special license pricing for development groups Includes basic support for all products associated with the agreement PSO Custom Code Support (PS CoE) https://www.youtube.com/watch?v=-jH0WBb8AKw Pricing available through your assigned CSD vRealize Automation Development Kit (SDK) https://www.vmware.com/products/vrealize-automation/compare Add-on support for vRA These support offerings are all outside the scope of Basic, Production, BCS, and MCS support. They require separate contracts and are handled by teams outside of GSS.

21 Customer Satisfaction

22 How does the process work?When a SR is closed, there is roughly a 50% chance that a customer will receive a Customer Satisfaction (CSAT) survey to complete This is based on a number of selection criteria such as the number of surveys received over a period of time The CSAT survey is sent only to the primary contact on the SR to prevent duplicate responses on a single service request the primary contact is the individual associated with the account used to file the SR If the customer responds, the results of the CSAT survey are used to measure the quality of the support provided to the customer Each TSE's results contribute to the performance measure of the team, the center, and even GSS as a whole The CSAT s come from Please complete these survey if you get them If you do not receive a survey your feedback to the Technical Support Manager (TSM) directly These surveys are integral to helping GSS understand overall customer satisfaction. If a survey is not received you can still provide feedback (good, bad, or indifferent) but ing the TSM for the TSE you worked with. Each TSE’s signature contains the contact information for his or her TSM. If you have a TAM please copy your TAM on these correspondences for visibility and follow-up if necessary. If you do not have a TAM you can include your Systems Engineer and/or Account Executive.

23 Thank you!