Support Account Managers (SAM)

VMware Premier Support Response to COVID-19

By Fred Giroux, Senior Support Account Manager, VMware Premier Services


This article is to share the steps VMware Premier Support is taking in response to the COVID-19 outbreak.  We understand these are challenging times and want to reassure you that we are here to support you for all your VMware technical support needs.


VMware Premier Support has a robust business continuity plan in place to ensure that we continue to provide world-class service for our Premier Support customers.  This includes remote workforce capabilities to ensure our employees’ health and safety and to maximize their availability to support you, increased monitoring of incoming volume and staffing levels, and lastly, an expedited escalation path for any COVID-19 impacting issues.


If you are anticipating any disruptions, higher than normal utilization/capacity, or significant environment challenges to your VMware solutions in response to your organizations COVID-19 continuity planning, please do not hesitate to reach out to your Support Account Manager, so we can align on VMware’s opportunity to assist your organization.


Additionally, here are a few suggestions in preparation for the next few weeks:


  • Please include additional team members on any SRs created over the next few weeks. This way, if you or another team member becomes sick or is not reachable, our support teams can continue to troubleshoot issues with the aim at resolving issues as quickly as possible for your organization.
  • Please note COVID-19 in your case description if a case is related to your COVID-19 planning and implementation strategy. This ensures we can quickly identify any critical cases related to your organization’s COVID-19 efforts. Example case description: COVID-19/ <case descriptions>.
  • Please reach out to your Support Account Manager day or night. We have additional Duty Managers aligned after hours on nights and weekends, but if you need your Support Account Manager, call him or her (and leave a message if needed). To reach a Duty Manager, call into 877-4VMware and ask to speak to the Duty Manager on call. Please copy your Support Account Manager on all cases.
  • Please ensure that your contact information is up to date in the MyVMware portal, especially your phone number.


For additional detail of all measures being taken by VMware and the latest updates, please visit our official link:


We understand that the COVID-19 situation is uncharted territory so on behalf of VMware, we are committed to providing you with best in class support for your VMware solutions.


About the author:

Fred started working in IT in 1992 and joined VMware in 2012 as a Technical Account Manager. He moved to VMware Premier Services in 2014 as a Support Account Manager, where he thrives servicing some of the largest VMware customers. His customers and colleagues greatly appreciate his leadership and passion.


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