General Scope of Support for All Tanzu by Broadcom Products
Article ID: 297397
Updated On:
Products
Issue/Introduction
This document also links to product specific knowledge base articles which dig deeper and provide more guidance for individual products.
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.
The following are some examples of the application of the Tanzu Support Services Terms & Conditions as applied to various offerings and features.
Resolution
In Scope
The following items are examples of tasks which are covered by Tanzu Support:
| In Scope | |
|---|---|
| Installation | Yes [1] |
| Usage | Yes |
| Supported product configuration as documented by Tanzu | Yes |
| Tanzu Product features | Yes |
| Diagnosis of supported Tanzu products | Yes |
| Production Tanzu product performance troubleshooting | Yes [2] |
| Bug reporting | Yes |
| Bug fix | Yes [3] |
Out of Scope
The following items are examples of tasks which are not covered by Tanzu Support:
| In Scope | |
|---|---|
| Debugging custom code/applications | No |
| Load/performance/stress testing of Tanzu products | No [4] |
| Third-party products and add-ons | No |
| Modified/customized system, Tanzu product packages and code forks | No |
| Tanzu product preview features/releases (alpha, beta, RC, CA, EOGS) | No [5] |
| Developer tools/plugins | No |
| Application tuning | No [6] |
| Best practices for application or installation architecture, design and guidance | No [7] |
[1] - Tanzu Support will generally assist with installation issues, however, some Tanzu products require installation to be performed by an authorized provider.
[2] - Tanzu Support will generally assist with performance issues found in Tanzu products, however, see the product-specific guide for more details.
[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 cannot help you with any direct performance testing of Tanzu's products where the sole goal is to stress Tanzu's products. Tanzu Support can and will help with performance issues encountered through normal and every-day usage of it's products.
[5] - Tanzu Support will provide best effort support for beta/experiment features that are shipped in a generally available product. The goal in this case is to find and report bugs so that the feature works correctly when it is generally available. A fix for any bugs uncovered may not be available until the feature is generally available. Production and Sev1 support are not available for beta/experimental features.
[6] - Tanzu Support cannot help with tuning of customer applications or code. If you need assistance with this task, please reach out to your Tanzu Data Engineer or Tanzu Platform Architect who can help.
[7] - Tanzu Support cannot help with general guidance for the design of apps or platforms. If you need assistance with this task, please reach out to your Tanzu Data Engineer or Tanzu Platform Architect who can help.
For the scope of support for specific Tanzu products, more information is available in the following supplemental KB articles.
- Scope of Support for Tanzu OpenJDK and Java
- Scope of Support - Tanzu Spring Runtime & OSS Spring Projects
- Scope of Support - VMware tc Server and OSS Apache Tomcat
- How are buildpacks supported by Tanzu?
- Scope of Support - VMware Tanzu Application Service for VMs
- Scope of Support for Concourse & Platform Automation
- Scope of Support for Compliance Scanner for VMware Tanzu
- Scope of Support for Upgrade Planner
- Scope of Support - Spring Cloud Gateway for VMware Tanzu
- Scope of Support for OSS RabbitMQ
- Scope of Support for VMware Tanzu Build Service
- Scope of Support for Cloud Native Buildpacks
- Scope of Support for OSS BOSH deployments on Tanzu Operations Manager
- Scope of Support for Tanzu Application Platform
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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