[1] "Cloud Update" means a subsequent release of the cloud product which VMware generally makes available for its cloud customers with an active cloud product’s license and support contract at no additional fee. Cloud Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates. Cloud Updates do not include any product release, option, service or other cloud product that VMware licenses separately. For more details, see Cloud Servie Support Policies.

[2] Email where Web access is not available.

[3] Where available : Socialcast.

[4] You are required to establish and maintain an internal help desk for your employees and act as first-line support for the cloud product. First-line support shall include, but not be limited to: a direct response to users with respect to inquiries concerning the performance, functionality or operation of the cloud product, (ii) a direct response to users with respect to problems or issues with the cloud product, (iii) a diagnosis of problems or issues of the cloud product, and (iv) a resolution of known problems or issues with the cloud product with the help of technical knowledge base articles. For more details, see Cloud Service Support Policies.

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