VMware 2011 Annual Report Download - page 9

Table of Contents
We are also building a suite of cloud-based SaaS applications to augment our end-user computing offerings. These include Zimbra;
SlideRocket, an on line presentation platform; Socialcast, an enterprise collaboration platform; and VMware Horizon, a SaaS application
manager. VMware also operates EMC's Mozy business, a cloud-based online backup service.
Support and Services
We believe that a strong services organization and frequent customer touch points are critical to establishing loyal customers and to 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.
Our core support and subscription offerings provide live phone support and access to an online product knowledge database and various
other social media resources for help with troubleshooting and operational questions. Our support teams provide first response and manage the
resolution of customer issues. In addition, we have authorized certain systems vendors and independent service providers to provide support for
our products on our behalf.
We also offer a range of professional services under our VMware Professional Services offering, which includes:
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• VMware ThinApp, an application virtualization solution designed to accelerate application deployment and simplify application
migration.
• VMware Zimbra, an enterprise-
class, calendar and collaboration platform based on the popular Zimbra open source project.
• VMware Workstation,
a solution that enables multiple operating systems to run at the same time on a single endpoint device.
• VMware Fusion, a solution for Apple users to seamlessly run Windows and Windows applications on an Intel processor-
powered Apple
OS X Macintosh computer.
• 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 that sell our products. We utilize a third-party vendor to sell renewals directly
to end-user customers and to complement our channel partners' efforts by providing quotation and sales support to our channel partners.
• VMware Consulting Services. VMware Certified Professionals (“VCPs”) and VMware Certified Design Experts (“VCDXs”) provide
on-site VMware product design, implementation and management assistance throughout the virtualization adoption lifecycle to
accelerate the implementation of our virtualization solutions and cloud adoption lifecycles. VCPs and VCDXs conduct initial
assessments, workshops and prepare detailed implementation project plans. Once customers are ready for VMware standardization
across their enterprise, VCPs and VCDXs help integrate VMware products into their enterprise systems and processes. VCPs and
VCDXs include VMware employees, partners and customers who have completed training and have successfully passed our VCP or
VCDX exams.
• VMware Education Services. We have an extensive portfolio of instructor-led VMware courses that provide extensive hands-on labs,
case study examples and course materials. Customers work in teams of two on servers located offsite using a variety of remote access
technologies. Customers can enroll in these courses directly through VMware or though Value Added Training Partners as well as
having the courses delivered on-site. Additionally, VMware Education Services has a broad library of e-learning modules and
certifications.
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VMware Technical Account Manager (“TAM”). TAM service provides our customers with a dedicated VMware expert, who enables
customers to accelerate standardization of VMware products by assessing their unique environment, proactively recommending solutions
and identifying unforeseen circumstances that may cause delays in deployment.