Software support services for IBM SWG products in a VMware®
(virtualization) environment
This technote outlines the IBM Remote Technical Support policy for IBM
Software Group (SWG) software products running on VMware® images.
Such as VMware® ESX Server or VMware® Server.
IBM's Remote Technical Support policy statement for
VMware® environments:
IBM Remote Technical Support will accept
usage/defect-related service
requests for IBM SWG IPLA products running in a VMware® ESX
Server
or VMware® Server environment. If it appears that the
problem is unique
to the VMware® environment, IBM may require the client to
recreate the
problem in a non-VMware® environment. If the client has
purchased an
IBM ServicePac Agreement® (for VMware®), the IBM VMware®
support
team can assist in reproducing the problem in accordance
with the terms
of that agreement.
Notes:
1. The above applies
to service requests within scope for Passport Advantage support as per the
"Software Support Handbook" at url: http://techsupport.services.ibm.com/guides/services.html
2. The above
statement is for Remote Technical Support only and does not
indicate whether IBM products are
"certified" to operate in a VMware® environment. "Official" environment
statements are made in individual IBM product announcements.
3. VMware® is a
third-party (non-IBM) software product that provides a hypervisor
environment. For ad ditional VMware®
vendor and product information go to url: http://www.vmware.com
Questions & Answers:
1. Does IBM provide
remote technical support for IBM
software products when running in a
VMware®
environment?
Ans: Yes. If a client has a
valid support contract (e.g. Passport
Advantage Software Maintenance (SWMA)) and
encounters
a problem when running an IBM product in a VMware®
environment, IBM will provide remote technical support
for
the IBM product.
2. Does IBM provide
support for VMware® ESX & VMWare
Server itself?
Ans: Yes. IBM has a Business
Partner relationship with VMware®.
IBM support for VMware® ESX & VMware Server is
available
through an IBM ServicePac for Remote Technical Support
from
IBM Global Services (IGS) url:
http://www.ibm.com/services/us/index.wss/offering/its/a1000229
For supported product listing and details see url:
http://www.ibm.com/services/us/its/pdf/remotesupportxseries.pdf
3. Does IBM provide
remote technical support for IBM software
products that are not "certified" or state that they
support
the VMware® environment?
Ans: Yes. Regardless of the
individual IBM product "official" environment
statement, clients who have a valid License Agreement and
an IBM
Support Contract (e.g. Passport Advantage Software
Maintenance
(SWMA)) will receive remote technical support for the IBM
software
running in a virtual machine environment (such as the
VMware®
ESX Server environment).
4. Will IBM correct all
defects for IBM products that are running in
a VMware® environment?
Ans: Not necessarily. As under
other operating environments, IBM does
not warrant that all code defects will be corrected. IBM
will issue
defect correction information, a restriction, or a bypass
to IBM products
if the defect is also applicable in a native physical
machine environment
(i.e. without the virtualization software). That
determination may require
that the problem be recreated in a native environment by
the client. If the
problem does not occur or cannot be recreated in a native
environment,
it will not be considered an IBM product
defect.
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