VMware 2009 Annual Report Download - page 8

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Table of Contents
Applications Middleware and Management
VMware entered the Applications Middleware and Management market with the acquisition of SpringSource Global, Inc.
(“SpringSource”) in the third quarter of 2009. SpringSource builds and supports solutions that help organizations build, run, and manage
enterprise applications, particularly those written in the Java programming language. An application framework is a collection of software
libraries that structures and simplifies the work of software developers building applications. SpringSource develops and supports the Spring
application framework for enterprise Java applications and the Grails framework for high productivity web applications written in the Groovy
programming language. Both of these frameworks are open source software. SpringSource also offers a Java application server, tc Server, which
is built around the open source Apache Tomcat project and offers integrated monitoring and management. Finally, SpringSource develops a
monitoring solution for enterprise applications and infrastructure, Hyperic HQ. Both tc Server and Hyperic HQ combine open source and non-
open source components. SpringSource revenues are generated from a combination of professional services, including training and consulting,
and product subscriptions of primarily Hyperic HQ and tc Server solutions.
Support and Services
We believe that our strong services organization and frequent customer touch points help establish loyal customers who provide references
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, VMware Global Support Services, to align with and support our expanding
customer base.
The core support and subscription offerings provide live phone support, and our customers have access to an online product knowledge
database 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 the following:
5
•
VMware Global Support Services.
We offer a suite of support packages backed by industry-leading expertise. We offer three
support and subscription programs (Platinum, Gold, and Silver) on an annual or multi-year subscription basis, that include VMware
support along with access to periodic updates, bug fixes, and enhancements to our products. Complementing our Platinum support
and subscription program, we offer Business Critical Support which provides customers personalized technical support delivered by
a designated 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 Platinum support. We sell and market our support and service
agreements through the same network of channel partners who also sell our products. We also have a renewal sales team and utilize a
third party vendor to sell renewals directly to end user customers. In addition, the renewal sales team and the third party vendor assist
and complement our channel partners
’
efforts by providing quotation and sales support to our channel partners.
•
VMware Consulting Services.
VMware Certified Professionals (“VCPs”) provide on-site assistance throughout the virtualization
adoption lifecycle to accelerate the implementation of our virtualization solutions. VCPs conduct initial assessments and upgrade
workshops and prepare detailed implementation project plans. Once customers are ready for standardization across their enterprise,