Scope of Support for VMware GemFire Products
Article ID: 294475
Updated On:
Products
Environment
OS: All OS
Resolution
This document is meant to be a practical guide to help understand what is covered and what is not covered by VMware Support for customers using GemFire. This includes all GemFire products. This document intends to provide a basic outline and cover some common concrete examples of services that are in and out of the scope of support provided by VMware.
This document is not a legal document, see the disclaimer below. If you are looking for the official documents, please see Support Offerings, Support Terms and Conditions, and Support Lifecycle.
SYNOPSIS
In Scope
Generally, our Product Support team is a Break-Fix support team. The Support team is not scoped with assisting in customer side code development, sizing of systems, in depth education or consulting.
The following items are examples of tasks which are covered by VMware Support:
| In Scope | |
|---|---|
| Issues discovered during installation | Yes |
| Issues with GemFire clients or APIs | Yes |
| Diagnosis of issues with GemFire binaries | Yes |
| Production Performance troubleshooting** | Yes [1] |
| Bug reporting | Yes |
| Bug Fix** | Yes [2] |
| JVM Tuning** | Yes [3] |
Out of Scope
The following items are examples of tasks which are not covered by Pivotal Support:
| In Scope | |
|---|---|
| Debugging custom code/applications | No |
| Compiler errors & warnings | No |
| Load/Performance/Stress Testing of GemFire beyond quick health check** | No [4] |
| Third-party products and add-ons | No |
| Any JDK or OS related issues | No |
| Infrastructure or other environmental issues | No |
| Developer tools/plugins | No |
| Best practices for Application architecture, design, guidance (contact PDE/PA) | No |
[1] - This covers troubleshooting of performance issues within GemFire itself only, driven by GemFire configuration, product bottlenecks. It does not include issues within an application, library, or other Java code being run by the JVM or issues due to other processes running in the environment.
[2] - Bug fixes are prioritized by GemFire Engineering with input from Pivotal Support and our customers. There is no guarantee of an immediate fix and the VMware GemFire Support retains the right to close out support tickets if a fix is not immediate. Tickets will not remain open waiting for R&D to discover root cause, fix, test, or deliver new product.
[3] - GemFire Support will provide limited support for tuning JVM settings such as diagnosing issues with memory, cpus, heap, or GC. Tuning can help in some situations, but it is not a panacea and is not an appropriate solution for every situation. Often it is a bigger and more extensive issue that will be out of scope and require an engagement beyond the Support team.
[4] - GemFire Support is often asks to triage environments related to observed performance issues or changes in behavior. A quick triage to assess health is offered, to assess whether the GemFire product configuration is driving any piece of the issues. Also included is some GC and heap tuning if the artifacts indicate tuning is needed in this area. Beyond this, performance is completely out of scope for GemFire Support.
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