The Virtualization Room

Mar 14 2008   10:36AM GMT

Bundling support services with hardware purchases?

Rick Vanover Rick Vanover Profile: Rick Vanover


Just about every large hardware vendor can bundle support services for virtualization platforms with your equipment and software purchases. This may seem like a good idea, but let us take a moment to identify the mechanics of the support services that you are expecting.

The types of support services I am referring to are your telephone support options for the virtualization management software, virtualization host software systems, conversion tools and any databases that may be involved in your virtual environment. There are generally two general different approaches on how the support options can be executed. These are shown below:

Virtualization vendor providing support

This is the more traditional approach where your support services are purchased and executed through the virtualization vendor. You will find that the quality of support and resolution time should be both better and quicker when dealing directly with the maker of the virtualization products. This support may be more expensive than the alternative described below, but may also be the only fit if you are a mixed environment for servers. In the example where the virtual host systems, the management software and database engine are all on different brands of servers; it may be a better idea to get the software support directly from the virtualization vendor.

If you are unsure about which way to go in this regard, I would nudge you towards purchasing support programs that are operated directly from the virtualization vendor based on recent experience.

Hardware vendor providing support

This would be where IBM, HP, Dell or any other top-tier server hardware vendor would be your point of contact for support on all of your virtual environment components. For core questions related to the virtualization components, the natural path is an escalation to the virtualization vendor. With this setup, the unfortunate consequence is that the resolution time for support operations will be increased due to the extra steps required in having the support operations originate through the hardware vendor.

This option may have slightly better pricing to the end customer, as the top-tier hardware vendors aggregate sales will drive volume pricing and appear as a complete solution. This also is a convenience as it can generally be rolled into a large implementation and function as part of the same purchase process. Probably the strongest positive in this mode is when any issues that are determined to be part of the hardware environment, they are going to be resolved quicker with all parties involved.

Okay, now what?

Why has this been laid out here? I just want you to be sure of what you are getting into with your support engagements and put your expectations in line with the stated deliverables. If you purchase your support through your hardware vendor, you may not be able to call VMware, Citrix, Microsoft or whoever your virtualization platform is provided by directly. This may add frustrating time to go through the basic troubleshooting first or even deal with quality of support issues.

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