How do I get support for non-commercial software created through engagements with Pivotal Services or Labs
Article ID: 297781
Updated On:
Products
Issue/Introduction
Pivotal provides services in addition to the commercial software that it sells.
This may come in the form of Professional Services engagements, custom software creation by PCF Solutions or Pivotal Labs and Pivotal run Dojos. All of these activities may produce artifacts such as OSS software configured for a customer environment, Concourse pipelines or even custom software.
This article is to help clarify what software is and is not covered by Pivotal Support.
Environment
Resolution
Pivotal Support does not cover any artifacts produced through services and activities like Professional Services engagements, PCF Solutions engagements, Pivotal Labs engagements or Pivotal run Dojos.
Your Pivotal Support contract only covers Pivotal's commercial software and a subset of OSS projects. The Support Lifecycle Policy defines exactly which commercial software is covered. It also contains a link to the Support Lifecycle Matrix which is a table that lists all of our supported software and versions. The list of OSS Software that we support is available on the OSS policy page.
In general if you need assistance with any artifacts not covered by Pivotal Support, you should reach out to the team at Pivotal that helped you to originally create the artifacts. For example, if you created a Concourse deployment pipeline during your dojo, you could reach out to the Pivotal employees that ran the dojo for assistance. Similarly, if you had a professional services engagement to create a custom tile for PCF, you could reach out to the professional services team for assistance with that tile. There is no guarantee of support from these teams for your artifacts, but they will generally be able to direct you to some place where you are able to get help like a OSS community or Github project.
Additional Information
- Custom or unsupported OSS* Ops Manager Tiles
- Custom or unsupported OSS* Bosh Add-Ons or Stemcells
- Custom or unsupported OSS* Concourse Pipelines
- Custom or unsupported OSS* application code or libraries
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