Software support for IBM SWG products in a VMware® environment

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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 environmen t. As with other environments, if IBM Support
cannot recreate the issue in our Lab, we may ask the client to recreate the
problem in a non-VMware® environment . I f 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-1.ibm.com/services/us/index.wss/offering/its/a1000229
For supported product listing and details see url:
http://www-1.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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Document information


More support for:

Tivoli Command Center for DB2plex

Reference #:

852571F60074D175

Modified date:

2006-09-27

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