VMware 2010 Annual Report Download - page 8

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Table of Contents
Support and Services
We believe that a strong services organization and frequent customer touch points are critical to establish loyal customers and help
promote our technology across various industries. We have implemented a broad services strategy that leverages the professional services
organizations of our partners. We have also established our own services offerings to complement our partners’ services offerings and to ensure
customer satisfaction, drive additional sales, and promote renewals and upgrades. Our services offerings include customized solutions and onsite
support that enable us and our channel partners to provide a positive overall customer experience.
We have established our global customer support organization to align with and support our expanding customer base.
5
•
VMware vCenter Orchestrator
automates tasks and workflows for vSphere as well as other VMware and 3rd party management
solutions.
•
VMware vCloud Director
enables self-
service access to logical pools of compute, network and storage resources with policy driven
controls and service level agreements.
•
VMware vCenter Site Recovery Manager
provides one
-
button disaster recovery for virtualized environments.
•
VMware vCenter Lab Manager
establishes an automated process for software development environments.
•
VMware vCenter Capacity IQ
provides virtual infrastructure capacity management, optimization and forecasting.
•
VMware vCenter Configuration Manager
automates configuration management for virtual and physical servers, workstations and
desktops.
•
VMware vCenter AppSpeed
enables troubleshooting application performance in virtual environments.
•
VMware vCenter Application Discovery Manager
provides automated, real-time application discovery and dependency mapping
for physical and virtual environments.
•
VMware Service Manager
automates IT Service Management processes.
•
VMware vCloud Request Manager,
automated approval workflows, license tracking and policy-based provisioning for vCloud
Director
-
based cloud environments.
•
VMware vCenter Chargeback
enables visibility, reporting and chargeback of virtual resource consumption and IT costs.
•
VMware Global Support Services.
We offer a suite of support packages backed by industry
-
leading expertise. We offer four
support and subscription programs that allow customers to pay a set amount over an annual or multi-year basis: Basic, Production,
Business Critical and Mission Critical. Basic Support includes VMware technical support along with access to periodic updates, bug
fixes and enhancements to our products. Production Support builds on Basic Support and includes more aggressive response targets
and ongoing support for high severity issues. Business Critical Support and Mission Critical Support provide customers personalized
technical support delivered by a team of experts familiar with a customer’s specific system configuration, past support experience,
and business needs. Of our customers who purchase support, the majority purchase Production Support. We sell and market our
support and service agreements through the same network of channel partners who also sell our products. We utilize a third-party
vendor to sell renewals directly to end-user customers and complement our channel partners’
efforts by providing quotation and sales
support to our channel partners.