LDAP Support - Reasonable Commercial Effort statement
Article ID: 136721
Updated On:
Products
Issue/Introduction
Customer expectation for LDAP versions supported can be most accurately set via these Product Management statements.
Environment
Release : All
Component : AuthMinder(Arcot WebFort)
RiskMinder(Arcot RiskFort)
Cause
Resolution
This Product Management statement for LDAP version support is from public Advanced Authentication documents.
LDAP Reasonable Commercial Effort Statement This Support Statement applies to CA Advanced Authentication product that offers documented support for one or more LDAP v3 compliant user stores. CA strives to meet our clients’ diverse and ever changing needs. CA products support and manage many of today's leading platforms, operating systems and variety of user stores across the IT enterprise. Many of our clients use variants of the LDAP server implementations as user store, for example CA Directory, Microsoft Active Directory, Oracle Directory services. Please note that CA does not test every LDAP v3 compliant directory server and cannot certify specific client configurations. To facilitate a quick resolution and isolate the root cause of any potential product issue encountered running on LDAP v3 compliant user store, CA is establishing the following support protocol for CA Advanced Authentication operated in these environments: The client is responsible for properly configuring their LDAP user store that must be compatible with LDAP v3 standard. The client is responsible for having an active maintenance agreement for both their CA Advanced Authentication product and for the LDAP v3 directory server. While CA does not require that clients recreate each issue before contacting support, we can request that the client diagnose and troubleshoot specific issues on a supported LDAP v3 directory server. CA will only do this when we have reason to believe the issue is directly related to LDAP server variant that is in use. Compatible LDAP v3 variants are diverse; CA may require extra time to understand, collect data, troubleshoot and possibly reproduce reported issues. If CA Support cannot directly identify the root cause as a CA or a LDAP v3 compatible directory server issue, client can open a support issue with their LDAP vendor and any other necessary third-party vendors to expedite the resolution of the issue. CA, the vendor(s), and the client will work together toward a quick resolution where there is business relationship mechanism to do so. Note if the customer does not have a Vendor support agreement for their LDAP directory
Additional Information
Feedback
