Support options for VMware Essentials Kit

mamelas
mamelas used Ask the Experts™
on
Dear VMware Experts,

I have one infrastructure which is running VMware’s Essentials Plus Kit and I have recently renewed my Production Support directly from Vmware’s Store.

My second infrastructure is running VMware Essentials Kit (NOT Plus) and it was purchased as a bundle with two HP Servers.
The support level of this software is “SUBSCRIPTION ONLY” and is nearly to expire.

VMware’s notice is that in case that the purchase of the software came from a hardware OEM partner then I should contact the OEM partner directly to renew support. Hence I contacted HP and they reverted with an offer for 24/7 support but their prices are much higher than the cost required for renewing the Essentials Plus infrastructure.

Q1) Is the VMware Essentials Kit eligible for Production or Basic Support or the Per Incident support is the only choice?

Q2) In case that only the Per Incident support is valid why the HP is providing 24/7 support?

Q3) The VMware requests attention for renewing from the Hardware OEM partner.
Is this for Marketing purposes or renewing from HP will allow me to get updates/custom ISO’s from HP? Or there is another reason?

Q4) In case I purchase the “Subscription Only” support for VMware Essentials Kit will I be eligible for downloading only future patches? are the Major Upgrades included? and finally will I be able to download the custom iso’s/upgrades that are provided from HP?

Thank you in advance,
Mamelas
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Andrew Hancock (VMware vExpert / EE Fellow)VMware and Virtualization Consultant
Fellow 2018
Expert of the Year 2017

Commented:
Q1) You can purchase Essentials with Basic or Production support. (from VMware). You complication is because you have purchased OEM. It might be cheaper just to purchase new licenses direct from VMware with Basic support for 1 or 3 years.

Q2) You would need to discuss that question with HPE.

Q3) It's how OEMs license the product, see Q1 above.

Q4) Yes.

BUT as with ALL licensing issues, the fine detail, can only be discussed with the vendor e.g. HPE.

Author

Commented:
Dear Andrew,

Thank you for participating on my question.

Regarding Q1 and as per below link the 3 years support of Essentials Kit is only for updates and new releases. Support for the selected product can be chosen on per incident basis...

VMware Essentials Kit - VMware's Store

Therefore is it possible to purchase Basic or Production Support?
Can you provide me a link in order to confirm it?
Andrew Hancock (VMware vExpert / EE Fellow)VMware and Virtualization Consultant
Fellow 2018
Expert of the Year 2017

Commented:
You can purchase support with the original purchase, but you cannot renew it.

Which is why I commented it may be cheaper to re-purchase an essentials license gain for 3 years!

which in effect entitles you to unlimited Basic or Production support rather an a pay per incident!
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Author

Commented:
Dear Andrew,

As I mentioned before the only support option that comes with the Essentials Kit (NOT Plus)
is "Subscription Only", meaning that only updates and new releases are supported.
This is what I have found so far.

In case Basic or Production Support is provided can you provide me a link?
VMware and Virtualization Consultant
Fellow 2018
Expert of the Year 2017
Commented:
This has changed, there is no longer any SUPPORT with Essentials! It's now Per Incident ONLY.

It's patches and updates only!

Author

Commented:
I have escalated the question in subject to VMware's support and they confirmed that only the Per Incident support can be purchased with Essentials Kit.
In addition the customer can purchase the "Subscription Only" to take advantage of the updates and new releases.

From the other side companies such as HP can provide 24/7 support for this product via their internal SLAs and prices.

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