VMware offers 2 Maintenance and Support contract options: Basic and Production.

Basic:
- Support Window: 12 x 5
- Target Response Time: Severity 1 = 4 hours, Severity 2 = 8 business hours, Severity 3 = 12 business hours, Severity 4 = 12 business hours
- Support Requests: Unlimited

Production:
- Support Window: 24 x 7 x 365
- Target Response Time: Severity 1 = 30 minutes, Severity 2 = 4 business hours, Severity 3 = 8 business hours, Severity 4 = 12 business hours
- Support Requests: Unlimited