@scottalanmiller said in What is the Upside to VMware to the SMB?:
Sorry, I keep misquoting the price. It's not $500/year. It is about $1,000 per year to get Basic support. Double what I was thinking.
Its only like $180 more to go from basic to production (24/7) for essentials plus.
There are other tiers of support that exist also that don't get as much attention...
BCS (Business Critical Support) Gives you a dedicated team (common in larger enterprises) among other benefits (TAM I think generally bundled at this level). Its like a co-pilot in that you'll have a team who knows your name (and you theirs). Only get a few people who are allowed to interface them on your side to keep it close. These guys don't sit in the normal queues and tend to be tied to a specific customer and maybe help with escalations in between things if I understand how they work. I don't think you ever see L1 people ever.
And the rare but prized "Mission Critical Support". Think this is a 250K minimum add-on, but it cuts your SLA from 1 hour to 30 minutes. I think you can also make people work non-production impacting cosmetic issues 24/7 and other crazy stuff.
VCAN also gets its own support perc's (Straight to L2).
For Oracle BCA Customers there is a secret hotline as Oracle gets weird on virtualization issues, and they will provide support to the app level or something crazy to keep Oracle at bay.
I think there might have been a special support org just for healthcare or something crazy also (Where every ticket can mean people dying, and applications like EPIC have bizarre needs).
Like all companies I assume there is a special federal queue for compliance/legal reasons etc.
http://store.vmware.com/store/vmware/en_US/cat/categoryID.66412200?src=eBIZ_StoreHome_Featured_EssentialsPlus_US