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How to Reach Support

VMware is committed to deliver enterprise-class, worldwide support with a single objective in mind: customer success. Customers have a number of options to get help in using VMware Cloud on AWS environment.

The fastest mode to connect with VMware Support is through Chat. However, My VMware can also be used to raise and get status of support cases. Steps to contact VMware Support can be found on the Get Help and Support page.

Hours and Response Time

VMware global support centers are staffed around the clock. Below is the hours of operation and target response times.

Feature	Global Support
Mode of Contact	Chat & My VMware ( Mon - Fri ) My VMware ( Sat - Sun )
Hours of Support	24/7 365 Days ( Severity 1 ) 24/5 ( Severity 2, 3 and 4 )
Business Hours North America Alaska, Hawaii Latin America Europe, Middle East, Africa (EMEA) Asia, Pacific Rim Japan (APJ) Australia/New Zealand	Monday - Friday 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST/PDT) 9 a.m. to 6 p.m. (local time zone) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 8:00 a.m. to 8:00 p.m. (JST) 7 a.m. to 7 p.m. (Sydney AET)
Target Response Times Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4)	30 minutes or less 4 business hours 8 business hours 12 business hours

Service Status

The StatusPage is where the current state of VMware cloud services (Service is Operational, Partially Accessible or Inaccessible) and history of past events are posted (see screenshot below). It is also used to provide further insight into planned (maintenance) and unplanned (incidents) service events. To access the StatusPage, click on this link https://status.vmware-services.io/.

All customers are recommended to subscribe to updates on StatusPage to receive notifications when information is posted. All notifications are sent from the email ID [email protected].

SaaS service components, such as VMware Cloud Console, are updated continously and notifications are posted on StatusPage.