In Part 1 of this blog series, I explained 5 points to ponder for a smooth renewal process, and discussed what to expect when you call Softchoice about VMware Licenses. In this post, I offer answers to frequently asked questions about VMware SnS renewals and provide lots of choice for SnS support options.
Quick start! I want to…
- Get answers to very specific questions about VMware Global Support Services (GSS). Please view the 2012 VMware Tech Support Guide.
- Compare all of my options for VMware General Support offerings. This link allows you to sort by support offerings, support by product and (my personal favorite) a drop down menu with every category and all of your options.
- Review the VMware, Inc. Support and Subscription Services “SnS” Terms and Conditions.
If your SnS lapses, you don’t have access to technical support and the most current bug fixes and updates. This puts your environment at risk. Purchasing SnS is a more cost-effective option than if you purchase new licenses – helping your budget planning process in the long term.
How much can I save with SnS?
Typical savings are 50% in hardware (CPU) costs and 60% in electricity costs, per year!
We don’t use support because we don’t have technical issues. Why should I pay for it? Why can’t I just buy it when I have a problem?
Similar to insurance, you never know when you’ll need support! To ensure continued access to support services you need to be current on your SnS contract. These bug fixes, updates, and new releases are included in your support plan at no additional cost.
What is a reinstatement fee?
The reinstatement fee is a late fee for contracts that were not renewed prior to expiration. Customers are encouraged to renew the contract on time to ensure they are current on Support and Subscription (SnS) and have the latest product update.
What is back maintenance and why should I pay it?
Back maintenance is the fee that has accrued from when a support and subscription contract expires to when it’s renewed. This has become an industry standard because ongoing R&D and upgrades to the support system and the solutions have been occurring during this timeframe and your organization benefits from these developments.
I didn’t log any support calls last year – I want a discount for the part of the fees that covers phone support.
It is actually good news that you didn’t need VMware support last year! Next year, you may need more support than you pay for, but you’ll still be covered by VMware at no additional charge. VMware plans for the volume of support services and forecast the required number of engineers based on the number of customers with support contracts. So even if you didn’t use support, they have to be ready to deliver it if needed.
When can I upgrade my SnS plan? Can I upgrade if my contract has expired and I’m reinstating SnS?
VMware policy requires that your Original Product License(s) is current on Support and Subscription prior to a product upgrade. If you are not current on SnS, you must first get SnS on the Original Product License up to date per the Reinstatement Policy and only then can you upgrade the product license(s).
Note from VMware on the treatment of remaining SnS on original product licenses: At the time of upgrade, any remaining SnS on the original product licence(s) will be converted to days of SnS (equivalent) and added to the duration of the SnS on the Replacement License. No money will be refunded to the customer.
Why do I have to renew support on all of my licenses? Why can’t I cancel it on some and not others?
When originally purchasing your VMware licenses, you agree to terms and conditions that state all the licenses need to be covered by SnS to ensure they are functioning on the most current certified version. Since you have a perpetual license, you may continue to use those licenses, but you will not be able to install updates, bug fixes, new releases or call for support. In addition, If you have support on some licenses and not others, you are at risk to receive a standard license audit from VMware within 12 months! Yikes.
Why is it so urgent to send the PO prior to expiration?
SnS lapses if the PO is not booked with VMware prior to expiration. To continue seamless services and support and to avoid additional costs your PO needs to be booked with VMware prior to the expiration date.
Why does the support start on shipment and not installation?
The fees are for subscription – also known as maintenance – as well as support. As soon as you receive the product, you benefit from any bug fixes and updates that were developed after you purchased your product. And since we don’t know your schedule for installing the software, we need to ensure the resources allocated for your account are available right away.
I have a question not listed here. What now?
Leave a comment below and we will get back to you with an expert answer as soon as we can. You can also browse these social support channels or
- Browse the Knowledge Base – Locate answers to many support questions and issues.
- Read the blogs – Get the inside scoop from Tech Support, including alerts and best practices:
- Support Insider – news, alerts and announcements
- KBTV – Videos from Knowledge Base
- KB Digest – Weekly digest of all new Knowledge Base articles
- Follow VMware Support and Softchoice on Twitter and get real-time updates or reach out to us for help!
- VMware Toolbar – Install this browser toolbar for have quick access to key support resources. Supported browsers are listed on the website.
- VMware Communities – Connect with other VMware customers and technology experts to discuss products, strategy, planning security and more
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