Direct access to technical support across all tiers
As a VMware Pinnacle partner, ANS enjoys the highest level of support access, which provides exceptional value both to our organisation and to our customers and partners. Unlike non-Pinnacle partners, who must route their support issues through distributors for Tier 1 and Tier 2 inquiries, Pinnacle partners like ANS have direct access to technical support across all tiers. This direct channel ensures faster, more efficient resolution of issues and allows for high-priority escalation within Broadcom, connecting us with Broadcom and VMware subject matter experts across specialist domains such as VCF and NSX.
Advanced training opportunities
Our status as a Pinnacle partner also grants us broad access to advanced training opportunities for our support staff, ensuring they are accredited and knowledgeable to the highest industry standards. This ongoing training results in a more dynamic, capable team that can offer immediate, expert-level assistance to customers. Furthermore, being recognised as a strategic partner means we receive focused attention from Tier 3 experts and benefit from close working relationships with VMware contacts.
Full collaboration with VMware’s experts
Our ability to escalate complex technical issues internally and collaborate directly with experts ensures that we remain agile and proactive in managing our customers’ platforms. We frequently receive early access to information, allowing us to prepare and respond to critical updates or emerging vulnerabilities ahead of the wider market. For example, ANS participates in VMware’s Early Access disclosure program, which provides advanced notification of potential vulnerabilities (CVEs). Though we no longer patch ahead of the general release, this early warning allows us to plan and coordinate rapid response alongside our customers as soon as official patches are made available, helping to minimise risk and disruptions.
Streamlined support for customers
Another significant benefit is our capacity to abstract and streamline the VMware support experience for our customers. While we manage the platform and serve as a first point of contact, VMware remains available for seamless escalation when needed. This approach ensures that our customers receive a consistently high-quality support experience, even for large-scale or highly complex environments, and enjoy uninterrupted platform performance—even in the face of critical events.
Access to our highly-skilled engineers
ANS maintains a managed services team of several hundred highly skilled engineers, whose collective experience adds immense value to our service proposition. Our indirect partners benefit equally from this robust support model, receiving the same expert guidance and access to the latest tools and information as our direct customers. This deep integration with Broadcom and VMware makes ANS an extension of our customers’ IT departments, delivering peace of mind, operational excellence, and a genuine competitive advantage.
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