Subscription Based SOW Program Guide

Version: 1.0  Date: 03/24/17

 

Overview

VMware offers a wide variety of partner programs under the VMware Platform Extensibility Program Agreement (the “Agreement”) for hardware and software development relating to integration with VMware technologies. Most programs provide certifications for hardware, including storage and server. To complement these programs we offer support services aligned with various programs providing access to experienced VMware resources. These services range from an incident based transactional support to subscription based technical support for development and partner engagement service.

Subscription based:

  • Incident Pack (Limited Incident Based Technical Support)
  • Development Support (Technical Support)
  • Premium Support (includes Development Support, Partner Manager services and more)

 

Program Categories (technologies) supported under this service:

 

Incident Pack 

The Incident Pack support level allows Partners to submit a limited number of incidents (3) to the support team. Partners who are very close to product development completion and have very few unresolved technical issues before certification, can take advantage of this level of limited support. Support includes troubleshooting of technical issues for supported SDKs, and APIs by Domain Specific Experts/Engineers. Depending on the technical issue and availability, sample code are also provided. Partners are required to be enrolled in one or more of the Program Categories (listed above) in order to take advantage of this Support Option.

 

Development Support

The Development Support level provides Partners with access to experienced VMware resources to help bolster Partner's team's development, accelerate Partner's software development cycle, eliminate risk, and ensure project success. Support includes troubleshooting of technical issues for supported SDKs, and APIs by Domain Specific Experts/Engineers. Depending on the technical issue and availability, sample code may be provided. Partners are required to be enrolled in one or more of the Program Categories (listed above) in order to take advantage of this Support Option.

Key Benefits

  • Increased flexibility in software development lifecycle
  • Leverage subject matter experts for quicker resolution of development issues
  • Maximize investment in VMware developer tools and technologies
  • Utilize the strategic architectural advice and guidance, insight and planning around new technologies

The benefit to Partners is that they no longer need to spend valuable engineering resources in trying to resolve issues on their own. Using this level of support, allows Partners to incorporate the knowledge of VMware engineering experts into resolving unforeseen problems. At this level, Partners can submit up to 125 Cases or Incidents per year with no limitation on the number of hours.

 

Premium Support

The Premium Support level of service provides Partners with more than just technical issue resolution. Under this Support Option, in addition to Development Support (described above), Partners get access to a shared Partner Manager to redirect questions regarding programs / certifications / operations etc. for escalation management, receive quarterly and monthly reports, receive VMware Compatibility Guide ("VCG") analytics, attend integration planning sessions and more.

Key Benefits

  • Technical issue escalation management
  • Monthly report on all the technical issues (cases) submitted by the partner. 
  • Quarterly Ecosystems Program Webinars
  • Quarterly VMware Compatibility Guide analytics on your listed products
  • Choice of 
    • Bidirectional roadmap sharing on SDDC programs
    • Certification Planning
    • Review and provide feedback on partner integration architecture (prior to implementation)

 

Subscription Bases SOW Fee

Program

Fee

Term

Incident Pack

$5,000

One year (automatic renewal on payment)

Development Support

$35,000

One year (automatic renewal on payment)

Premium Support

$75,000

One year (automatic renewal on payment)

 

 

 

 

 

 

Partner may purchase different level(s) of Support Option from VMware by paying the then-current SOW Fee associated with the different level of Support Option. 

For more information on how to participate in this program, contact partnerservices@vmware.com.