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Lab Releases for your Authorized VMware Class

• Labs will be released to the instructor one or two days before the start of your class
• Labs are typically taken back the day after the end of your class. Extensions will not be granted except in cases where the server pod was not available to the class 100% of the time, or if agreed to by us in advance
• Labs are available 24hrs/day during the class so students can review, practice, catch up, etc. from any location (not just the class room)
• Labs are accessible from any computer with a quality Internet connection. Students can do lab work from home, from their office, at your classroom or from their hotel room
• Lab releases include both Student Hand Out guides and Instructor Guides. These documents provides instructors and students with the information they need to successfully use our labs
• Wherever possible, a free instructor lab is provided with each server pod rental. The purpose is to allow the instructor to practice and demo
• And, if resources permit, we also provide extra student labs - to be used by any student who encounters a server issue (e.g.: hardware failure) during the class
• Our remote labs are accessed using MS Terminal Services (Remote Desktop Connection). Our HTML 5 -> RDP Remote Access gateway service is available at no additional charge. This service allows lab access from highly secure customer locations that block outbound RDP sessions

Infrastructure

• Out remote labs are fast, dedicated and generously provisioned. The hardware running your labs is exclusively yours for the week so you don't have to worry about other classes slowing down your gear
• Out remote labs are highly redundant and constantly monitored
• We conduct active server health monitoring and reporting. We are alerted to infrastructure server issues as soon as they occur. We take remedial action as soon as possible so as to minimize the possibility of issues impacting a class
• We provision highly redundant infrastructure servers (redundant power supplies, redundant disk arrays, etc.) to minimize the likelihood of a component failure impacting a class
• We house our servers in a class A datacenter. Our datacenter partner offers 4-way redundant cooling, a 500KVA backup diesel generator and redundant MPLS bonded high speed network connections to 3 separate Internet backbone providers

Support

We provide tiered support for all classes which includes:

• Web for reporting problems (www.vlab.pro/support). All trouble reports should be filed using this web site
• We maintain a trouble ticketing / incident tracking system that is front ended by our web site. All support incidents are tacked through to completion using our trouble ticketing system
• Instructors can prioritize their support requests (non-critical information request, low priority support request and high priority requests). Response times are 1 day, 4 hours and 1 hour respectively
• We maintain on-call technicians for critical support requests. If an issue is significantly impacting a class, we will take direct phone calls and give these issues top priority
• On call technicians are highly familiar with VMware software, our lab environment and the classes we support

Guarantees that Count for Something

• Server pod outages of up to 4 hours do not incur a customer credit. Should this happen, we expect the instructor to lecture around the outage and make up lab time once the lab comes back on line
• If a lab is unavailable for more than 4 hours but less than 8 hours during scheduled class time, we will discount the full lab rental fee by 25%
• If a lab is unavailable for more than 8 hours but less than 12 hours during scheduled class time, we will discount the full lab rental fee by 50%
• If a lab is unavailable for more than 12 hours of class time then the full cost of the rental bill be waived. In addition a free lab will be made available to the customer the following week (subject to availability) to provide free lab time to the students who were negatively impacted by the loss of lab access
• Note – we have *never* had to make good on any of our guarantees (as we have never experienced a server pod outage of even 2 hours of class time)