Scope of Support for Concourse & Platform Automation
Article ID: 297219
Updated On:
Products
Issue/Introduction
This document is meant to be a practical guide to help understand what is and is not covered by Tanzu Support for customers using Tanzu Concourse that are covered by Tanzu Support. This document is intended 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 Tanzu. This document is not a legal document, see the disclaimer at the bottom. If you are looking for these official documents, please see Support Offerings, Support Terms and Conditions, and Support Lifecycle.
Resolution
In Scope
Concourse releases should be obtained from Broadcom support portal and not GitHub for Tanzu to provide support. The releases on Broadcom support have gone through further testing than ones on Github and will be less susceptible to bugs and other issues.
The following items examples of tasks which are covered by Tanzu Support:
| In Scope | |
|---|---|
| Installation / Upgrade of Concourse | Yes [1] |
| Usage & Configuration | Yes |
| Installation, configuration, and usage of the OM Utility | Yes |
| Configuration and usage of Platform Automation Tasks | Yes [2] |
| Bug reporting | Yes |
| Bug Fix | Yes [3] |
| PCF Automation Docker Image for Automation tasks | Yes [4] |
| Configuration and usage of Platform Automation Terraform Scripts | Yes [5] |
| Debugging pipeline failures | Yes [6] |
Out of Scope
The following items examples of tasks which are not covered by Tanzu Support:
| In Scope | |
|---|---|
| Docker Images used by Concourse Tasks | No [4] |
| Troubleshooting issues with pipeline authoring and task execution failures | No [6] |
| Authoring custom pipelines, resources, resource types and tasks | No [7] |
| Third-party or community projects, add-ons and resource types | No |
| Issues with Concourse Projects that have not had a GA release | No |
| Forked, modified or custom compiled versions of Concourse | No |
| Developer tools/plugins | No |
| Best practices for Concourse architecture, design, guidance (contact PDE/PA) | No |
| Support and Maintenance of open source Bosh | No [8] |
[1] - Installation / Initial setup of Concourse should involve a Tanzu Platform Architect.
[2] - This covers troubleshooting Platform Automation tasks sourced from Tanzu Networks.
[3] - Bug fixes are prioritized by Tanzu Engineering with input from Tanzu Support and our customers. There is no guarantee of an immediate fix & Tanzu Support retains the right to close out support tickets if a fix is not immediate.
[4] - Tanzu Support will only provide assistance on issues originating with the Docker Image for Tanzu Platform Automation that is downloaded from Tanzu Networks. Docker images pulled from Docker Hub or another registry are not covered by Tanzu Support.
[5] - Tanzu Support will provide support for issues with Terraform scripts provided that they are used in conjunction with Platform Automation installation documentation .
[6] - Tanzu will provide initial troubleshooting to validate Concourse is working as designed. Tanzu will not support pipeline authoring or third party task execution failures which are outside the control of the Concourse platform.
[7] - Tanzu Support cannot assist with authoring custom components of Concourse, however, Tanzu can provide assistance through your Platform Architect or through a professional services engagement or dojo.
[8] - If you are using OSS Bosh to deploy your Concourse then the maintenance and troubleshooting of OSS Bosh are outside the Scope of Tanzu Support, please contact a Tanzu Platform Architect if you need assistance.
Additional Information
Disclaimer
The Information in this FAQ is not promised or guaranteed to be correct, current, or complete and this FAQ may contain technical inaccuracies or typographical errors. Tanzu by Broadcom assumes no responsibility (and expressly disclaims responsibility) for updating this FAQ to maintain current information or to ensure the accuracy or completeness of any posted information. Accordingly, you should confirm the accuracy and completeness of all posted information before making any decision related to any products, services or other matters described in this FAQ. Tanzu by Broadcom provides no assurances that any reported problems will be resolved by Tanzu by Broadcom, even if Tanzu by Broadcom elects to provide information with the goal of addressing a problem. ALL INFORMATION, SOFTWARE, PRODUCTS, MATERIALS, AND SERVICES PROVIDED IN THIS FAQ ARE PROVIDED “AS IS” AND “WITH ALL FAULTS” WITH NO WARRANTIES OR GUARANTEES OF ANY KIND. Tanzu by Broadcom EXPRESSLY DISCLAIMS TO THE FULLEST EXTENT PERMITTED BY LAW ALL EXPRESS, IMPLIED, STATUTORY OR OTHER WARRANTIES, GUARANTEES AND REPRESENTATIONS, INCLUDING, WITHOUT LIMITATION, THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR USE OR PURPOSE, TITLE AND NON-INFRINGEMENT OF PROPRIETARY AND INTELLECTUAL PROPERTY RIGHTS, AND WARRANTIES ARISING FROM A COURSE OF DEALING, USAGE OR TRADE PRACTICE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, Tanzu by Broadcom MAKES NO WARRANTY THAT THE INFORMATION IN THIS FAQ WILL MEET YOUR REQUIREMENTS OR THAT THIS FAQ WILL BE UNINTERRUPTED, TIMELY, SECURE, ERROR FREE OR THAT THE SERVICES WILL MEET (OR ARE DESIGNED TO MEET) YOUR BUSINESS REQUIREMENTS.
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