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VMware Technical Support
Technical Support & Service Team
At Park Place, our technical support for VMware provides comparable software support to the manufacturer with an improved and collaborative approach to review, advise, and resolve issues surrounding software, operating system, and compatibility issues on your supported VMware devices – all while saving 30-40% compared to Broadcom/VMware.
Supported Products
vSphere – ESXi and vCenter
NSX Networking
vSAN
Horizon
Site Recovery Manager
Benefits of VMware Support with Park Place
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Technical Support Capabilities
VMware Technical Support delivered by our VMware L3 engineering team provides configuration assistance, troubleshooting, problem diagnose, answers to “how to” questions, and follows tickets through to remediation.
Deliverables Description vSphere and vCenter vSAN NSX Networking Site Recovery Manager Horizon Error Log Analysis Providing technical support on analyzing system and application logs to
identify the cause of errors.✓ ✓ ✓ ✓ vCenter User Management Queries Providing technical support on adding, removing or modifying users and
groups within the customer’s VMware environment.✓ Data Store Management Queries Providing technical support on managing capacity to function in an optimal
manner.✓ ✓ Cluster Management Queries Providing technical support on best practice configuration across the cluster
to maximize performance and resilience within the customer’s environment.✓ ✓ ✓ Host Management Queries Providing technical support on best practice configuration on ESXi hosts to
maximize performance and resilience within the customer’s environment.✓ ✓ ✓ Performance Queries within the vCenter Providing technical support on performance tuning to ensure that the
customer’s environment runs at optimal performance.✓ ✓ ✓ Virtual Machine Creation and Template
Management QueriesProviding technical support on the creation and update of virtual machine
templates from which to deploy your virtual estate.✓ SRM Configuration Review and Health Checks Reviewing configuration and advising on best practice and any potential issues. ✓ Horizon appliances Configuration Queries Guidance on examining and interpreting error logs generated by various components within the VMware Horizon environment. ✓ Horizon VDI User Management Guidance on setting up and customizing various components and settings within the VMware Horizon environment to meet the specific requirements and preferences of a customer’s organization. ✓ Performance Queries within Horizon Guidance on managing user accounts, access rights, entitlements, and profiles within the VMware Horizon environment. ✓ Virtual Desktop Deployment/Management Queries Guidance on monitoring, optimizing, and ensuring the performance of the VMware Horizon environment to provide a responsive and reliable virtual desktop and application experience for end-users. ✓ -
Support Options
Support Options Park Place VMware Technical Support – Basic Park Place VMware Technical Support – Production Software Vendor* Support Requests Unlimited Unlimited Unlimited Administrators Unlimited Unlimited Unlimited Remote Support Yes Yes Yes Contract Flexibility Yes Yes No Global Account Management Yes Yes No User Friendly Customer Portal Yes Yes No *Compared to VMware Production support agreement
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Response Times
Park Place VMware Technical Support – Basic Park Place VMware Technical Support – Production SEV 1 8 x 5 x 4 hours 24 x 7 x 30 mins SEV 2 8 x 5 x 8 hours 24 x 7 x 4 hours SEV 3 8 x 5 x 12 hours 24 x 7 x 8 hours SEV 4 8 x 5 x 12 hours 24 x 7 x 12 hours -
VMware Engineer Experience
VMware Technical Support delivered by our VMware L3 engineering team provides configuration assistance, troubleshooting, problem diagnosis, answers to “how to” questions, and follows tickets through to remediation. Our engineering team has experience working on VMware products from original release to market availability in many different ways including full management, administration, and remediation. The team also holds VMware-related certifications including VMware Certified Professional – Data Center Virtualization & Network Virtualization
VMware Certification.