Sign up for the ITPro Today newsletter
Stay on top of the IT universe with commentary, news analysis, how-to's, and tips delivered to your inbox daily.
Third-Party VMware Support: A New Alternative on the TableThird-Party VMware Support: A New Alternative on the Table
Tech buyers scrambling to get VMware support in the wake of the Broadcom deal are happy to hear about new third-party support service providers. Learn some of the pitfalls to avoid in evaluating these new providers.
Forrester Blog Network
February 10, 2025
4 Min Read
Alamy
As an infrastructure professional and analyst, I have experienced firsthand several times how tech buyers envision partnerships with their tech providers. Our blog from 2020, One Hand To Shake Beats One Throat To Choke, explains how to envision and nurture the relationship. While tech buyers regard VMware as one of the biggest partners, not all vendors and clients think similarly, and that's OK. Not much time has passed since our 2020 blog, and this past year, upon acquisition completion, Broadcom abruptly changed VMware's business model. Tech buyers are now scrambling for VMware support options, as they are unhappy with these forced changes.
If you're exploring options, you must know that this situation is an evolving one. Recently, third-party support services (TPSS) providers such as Rimini Street, Origina, and Spinnaker launched support for VMware products. This is very similar to the support that these companies provide for major applications such as IBM, Microsoft, Oracle, and SAP to reduce reliance on ISV support.
Why Third-Party VMware Support Matters
TPSS providers can offer a breather for businesses looking to optimize vendor exposure, spending, and extending the value of their investments. TPSS providers have traditionally helped clients reduce costs, keep legacy systems running, and achieve flexibility that's hard to find with ISV contracts. For many, third-party support can be a go-to solution in ensuring that VMware environments are:
Cost-efficient. If you're tired of skyrocketing VMware price hikes, third-party support providers can help contain costs while providing expert help. You can buy the support services you need for products you use without paying for products that you don't use. These providers often deliver similar expertise as ISVs at a fraction of the price.
On your timeline. If you're struggling to keep up with versions that amount to costly upgrades, third-party support specializes in keeping systems functional, helping operate your legacy systems after you end your ISV contracts.
Resource-efficient. If you're fighting fires that are making it hard to focus on the business's needs, outsourcing day-to-day support lets your IT team have the time to address those needs. Many third-party vendors pride themselves on quicker turnaround times for response and resolution.
Customizable. If you're struggling with the rigid structure of ISVs, third-party providers tailor their support to fit your specific needs. From unique configurations to integrations, third-party providers can adapt to the specific requirements that you're looking for a la carte.
It's a Good Approach, but Stay Vigilant
Of course, no solution is perfect or best for all scenarios. When I'm advising clients, I always stress the importance of evaluating your unique needs before making a choice. Before diving into third-party support, consider these potential pitfalls, as TPSS providers:
Can't provide software updates. If staying current with VMware updates is crucial for your organization, ISV support might still be the better option. Unlike ISVs, third-party vendors can't provide official VMware patches or upgrades.
Can't resolve compatibility risks. Unsupported setups might struggle to implement newer technologies. Highly customized or legacy environments often benefit more from third-party attention.
May not cover all VMware products. It is likely that TPSS providers offer support for the most widely used products but don't cover all VMware products. It may sound appealing to ask VMware for support for the rest of the products, but remember that VMware sells products in just two packages.
Bring challenges when it comes to switching back. It may be easier to switch to TPSS, but returning to the ISV's (i.e., VMware's) support may not be as straightforward. You could face several issues, including reinstatement fees, upgrade issues, etc.
Offer variable support quality. Not all third-party providers deliver the same level of service — choose wisely. It is up to the buyer to research third-party providers carefully to ensure that they have the expertise and reliability needed.
Can come with legal concerns. Be aware of potential compliance or intellectual property concerns. TPSS providers have faced legal battle with the ISVs in the past. For example, Oracle filed a lawsuit against Rimini Street, with the most recent one coming last year. Situations like these might compromise TPSS providers' ability to support you.
This is an evolving space, and as always, I'm here to help. If you're a Forrester client, request an inquiry or guidance session with me to review your current state, future plans, and overall VMware strategy.
— Naveen Chhabra, Principal Analyst
This article originally appeared on Forrester's Featured Blogs.
About the Author
You May Also Like
.jpg?width=700&auto=webp&quality=80&disable=upscale)
