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.
VMware Technical Support
Technical Support & Service Team
At Engenis, 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.
Technical Support Capabilities
| 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 | VMware Technical Support – Basic | 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 |
Response Times
| VMware Technical Support – Basic | 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.
Supported Products
vSphere – ESXi and vCenter
NSX Networking
vSAN
Horizon
Site Recovery Manager
