Fusion 12 Pro - Question about the purchase of Basic Support

[JK43232]

Hello,   I am currently running Fusion 8.5 on an old 2014 MacBook Pro.   I am about to purchase either Fusion 12 Player or Fusion 12 Pro for a 2019 MacBook Pro.

I am not clear on one of the "features" listed when purchasing "Basic Support"

One of the features is "Online Access to Product Upgrades"

Does this refer to major release upgrades (I.E. Upgrade from Fusion 12 to Fusion 13 when it is released??)  If one purchases a 3-year support term for $110.88 does that include any major upgrades during that three year term in addition to the support??

The new licensing and version of Fusion seem more complicated than in the past.  Maybe it's just me.

Thanks

John

[JK43232]

Has no one here purchased the "Basic Support" that would know the answer to this question????

[wila]

Hi,

You're asking at the wrong location, this is a community support forum where users help other users.

What you're stating is my understanding, but I'm not a license specialist and do not want to answer this on behalf of VMware as I cannot take any action in case I'm wrong.

You should ask this at sales:
https://www.vmware.com/company/contact_sales.html

or support:
https://www.vmware.com/support/contacts.html

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Wil

[JK43232]

I am a user looking for help from other users.

The links you provided lead to dead ends as the contact sales is ONLY for business users and support is only available AFTER you purchase the product.   VMware appears to have removed anyway to contact them unless you purchase a support package or for 30 days only after you register a product.

I had hoped that other users would have purchased "Basic Support" and would know from experience if a 3 year Basic Support includes new releases during the three year contract.

[wila]

You'll need an official answer though.

@Mikero can you assist please?

--
Wil

[JK43232]

I just spent a very frustrating 20 minutes on the phone number that is listed as a number for sales    877-486-9273 only to be connected to someone in technical support and seemingly no way to talk to someone in the sales department.    They did not even know what "VMware Basic Support" was...  

There has to be a way to talk to or email with a human that can clarify the definition of "Online access to product updates and upgrades" in the VMware Basic Support 3-year plan.

I just need to know if I purchase Fusion Pro 12 AND a 3-year VMware Basic Support  plan, are future major releases like version 13 included for the 3 years of the plan or are they still paid upgrades???   The online description is not clear on this point.....

Thanks

[Mikero]

HI there, sorry about any confusion here.

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I am not clear on one of the "features" listed when purchasing "Basic Support"

One of the features is "Online Access to Product Upgrades"

Does this refer to major release upgrades (I.E. Upgrade from Fusion 12 to Fusion 13 when it is released??)  If one purchases a 3-year support term for $110.88 does that include any major upgrades during that three year term in addition to the support??

Yes, both Basic and Production Support include major version product upgrades. If you add the '3-year basic' to your order you will get every major version upgrade for the duration of your support term. You can also file help tickets without paying a 'per-incident' charge.

The difference between Production and Basic is the trouble ticket hours and response time, but both include product updates.

Also, and yes this does make it a tad more complicated, but Fusion 12 Player is also free for personal use. If you are not using it as a part of your job function you could obtain a free Personal Use License by registering at the link.

[JK43232]

Michael,

THANKS for the clarification.  That seemed to the case but it was not clear to me and the FAQs didn't seem to add much clarification either.

I do use Fusion when working so I will pay for the Pro version as I will make use of the cloning function.  I am happy to pay for the VMware Basic Support to get support when needed, I just wanted to be sure what was included before making the purchase.

Thanks Again

[Mikero]

Excellent 😃

I think what might have helped here is a better explanation of our distinction between upDATES and upGRADES.

Updates are always free for the existing version you have (i.e. 12.1.1 is an update to 12.0)

Upgrades are always paid unless there's active SNS (i.e. 12.0 is an upgrade from 11.5.7)

So it might be good for me to write up a FAQ that spells that out and gives the context around it.