Recorded at VMworld 2010, here is Angela Jaques talking all about support services at VMware, where Angela is a Director. The video below is a great overview of all of the services that VMware provides under the Global Support Services umbrella.
Angela talks about all of the various pieces that make up the support organization, and provides some details on how we rank case severities. She then outlines some really cool new things support is doing, like Twitter and Alerts. She recounts a recent serious issue VMware faced with a Microsoft .Net patch that crippled some VMware software. Using Twitter and other social media, tens of thousands of customers were immediately notified of the issue. Angela noted that not one escalation resulted from this potentially serious problem.