Third-party support scope.
Aurakore provides independent technical support for VMware* software that the customer owns under perpetual licenses and is licensed to use. This page states what that support covers, what it does not, and what each party is responsible for. It applies to every Aurakore support engagement, including support bundled with a migration to Aurakore Virtualization.
Software covered
The VMware products and versions listed on VMware support, under perpetual licenses the customer owns. VMware Cloud Foundation is supported as its component products: vSphere, vCenter, vSAN and NSX. Subscription licenses, which Broadcom supports, and products not on that list are not covered.
Included
- Break-fix troubleshooting and root-cause analysis.
- Workarounds and configuration changes that restore service. Fixes are made in configuration, never in vendor code.
- Configuration, performance and interoperability guidance for the customer's licensed environment, including how it works with the customer's servers, storage, network and backup products.
- Health checks and operational runbooks, including capacity guidance.
- Security advisory monitoring and alerting from public advisories, with compensating controls such as hardening and network segmentation.
- Upgrade and migration planning, including moves to Aurakore Virtualization. An upgrade is planned only to a version the customer is already entitled to and obtains itself.
- Case management and escalation, with response times set by the support plan and the severity of the case.
Not provided
- Patches, updates, upgrades or binaries released by VMware or Broadcom. Aurakore does not obtain, host, supply, distribute or apply them.
- Vendor portal access. Aurakore does not use any customer's vendor account or credentials, or download on a customer's behalf.
- License keys. No generation, sale, transfer or modification.
- Code-level work. No modification, decompiling or reverse engineering of vendor software.
- Vendor-backed support, vendor warranty or vendor certification of any kind.
- Support for hardware, guest operating systems, applications and other vendors' products. Aurakore gives interoperability guidance only.
- Legal advice on license rights or on vendor communications.
Response times
| Severity | What it means | Standard plan | Premium plan |
|---|---|---|---|
| Critical | Production down, or data at risk, with no workaround | Initial response within 24 hours | Initial response within 1 hour, around the clock |
| High and normal | Degraded service, a question or a planned change | Initial response within 24 hours | Initial response within 24 hours |
| Tickets | Cases opened in a year | 5 a year | Unlimited |
Support bundled with a migration to Aurakore Virtualization is the Standard plan's service, with up to five tickets over its term. The offer terms are on the VMware alternative page.
Customer responsibilities
- Holds valid licenses for all supported software and keeps its own entitlement records.
- Uses the software within its license terms and its agreements with the vendor.
- Obtains any vendor update it is entitled to through its own authorized channels. Aurakore advises on configuration and does not supply the update.
- Keeps current, tested backups, and approves each change before Aurakore makes it.
- Refers vendor notices, audits and legal questions to its own counsel.
- Provides authorized access to the systems being supported.
Aurakore commitments
- Independent. Aurakore is not affiliated with, endorsed by or certified by VMware or Broadcom. Names appear only to identify the software supported.
- Clean work. Aurakore personnel do not use or share any former employer's confidential information. Support relies on the customer's information, public documentation and Aurakore's own expertise.
- No standing vendor access, ever. The customer grants access for each case, through a session it starts and can end. Every change Aurakore makes is approved by the customer and written to the case record.
- Case data stays with the case. Logs, support bundles and screenshots are used only to resolve the case, and are handled under the data protection terms of the customer's agreement.
- Same scope for every channel. Aurakore's AI support assistant, where offered, works within this scope, and a person approves any change it proposes.
Limits of liability, indemnity and governing law are set out in the applicable support agreement. Aurakore does not give legal advice. This scope may be updated as vendor terms and law change; the version in force is the one attached to the customer's agreement.
Version 2 · 9 November 2026
Supersedes version 1 of 3 November 2026