VMware OEM Technical Support
Now what about support. What do you get from VMware OEM license support? Here is an article from VMware and an uploaded copy here.
For VMware Support, you will contact VMware Support hotline or via myVMware license portal to seek for support request. Level 1 to Level 3 support will come direct from VMware.
For VMware OEM Support, you will contact through respective OEM partner support center route. You can refer to Page 7-8 of the above document, you can see that Level 1 and 2 will be provided by the OEM partner and ownership is by the partner.
Hope this clear up some of the questions the difference between both Support types. The document also detailed other information like Severity, and more.
FAQ based on the document above
I have VMware OEM license from "A", can I log a VMware Support?
Yes via "A" partner support center contact.
Who will provide me VMware Support for OEM license?
The OEM partner will provide Level 1 and 2 support directly.
How will VMware Support comes in?
When issues cannot be resolve through OEM partner Level 1 and 2 support, OEM partner support will engaged VMware Level 3 support. VMware Support will liaise directly with OEM Partner support who follow up customer who log the call.
Can I speak to a VMware Support staff directly calling OEM partner support route?
All communication will be through OEM partner support.
In what situation can I have direct support and use VMware hotline to raise a support ticket?
When you own VMware Open license and with valid Subscription and Support.
How long will OEM partner get back from VMware support if it has escalated to Level 3?
It depends as there are lead time between OEM Partner and VMware Support as well as the lead time from OEM partner to customer.