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Sorry to hear of the challengesyou have had in getting information about support options for VMware Server.
The support options for VMware Server are described on the product support page:
This includes a number of self help resources and a product forum. If you desire something more direct and personal, you can also elect to purchase Gold or Platinum support for VMware Server through VMware's Online Store. This service should also be available through your reseller, but you might want to try the online store route since your reseller was not aware of the program.
See here for details on purchasing Platinum or Gold support for Server through VMware's online store:
Robert Pearson--VMware Global Support Services