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VMware Technical Support

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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

VMware technical support - improved supportVMware technical support - contract flexibilityVMware cost savings

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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 Queries    		 Providing 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

  • 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.