Scope of Support for Tanzu Application Platform

Products

• VMware Tanzu Application Service for VMs

Issue/Introduction

This document is meant to be a practical guide to help understand what is and is not covered by VMware Support for customers using Tanzu Application Platform that are covered by VMware 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 VMware. 

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.

 

Environment

Product Version: 1.0

Resolution

Scope of Support - Tanzu Application Platform

 

	In Scope
IaaS Set Up & Configuration	Yes [1]
Installation of Tanzu Application Platform	Yes [2]
Usage & Configuration	Yes
Diagnosis of issues with Tanzu Application Platform	Yes
Production Tanzu Application Platform Performance troubleshooting	Yes [3]
Bug reporting	Yes
Bug Fix	Yes [4]
Scaling Tanzu Application Platform	Yes
Restoring Tanzu Application Platform after an IaaS outage	Yes
Buildpacks/Cloud Native Buildpacks	Yes [5]
Log Analysis & Review	Yes [6]
Debugging custom code/applications running on TAP	No
Load/Performance/Stress Testing of TAP itself	No
Third-party Custom Resource Definitions, community projects, and add-ons	No
Forked, modified or custom compiled versions of Custom Resource Definitions, and buildpacks	No
Non-VMware Developer tools/plugins	No [7]
Best practices for platform architecture, design, guidance	No [2]

 

[1] - VMware Support can help to troubleshoot specific IaaS set up issues or answer questions. It is out of scope for VMware Support to provide general, IaaS-level support. For general IaaS support, please contact your IaaS vendor.

[2] - VMware Support can help to troubleshoot specific installation issues or answer questions. It is out of scope for VMware Support to provide specific guidance for your environment, design and installation architecture. Please reach out to your VMware Platform Architect for help in these areas.

[3] - This covers the troubleshooting of performance issues within VMware Tanzu Application Platform itself, not within customer applications deployed to PCF.

[4] - Bug fixes are prioritized by VMware Engineering with input from VMware Support and our customers. There is no guarantee of an immediate fix & VMware Support retains the right to close out support tickets if a fix is not immediate.

[5] - Support for buildpacks is an area where we get a lot of questions, as such, this has been broken into a separate document so we can more comprehensively describe our support policy for buildpacks. See also Scope of Support for Cloud Native Buildpacks

[6] - VMware Support will provide log analysis and review where appropriate and for the purposes of troubleshooting problems, debugging and root cause analysis.

[7] - The exception are VMware distributed developer plugins and tools

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. VMware 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. VMware provides no assurances that any reported problems will be resolved by VMware, even if VMware 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. VMWARE 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 NONINFRINGEMENT 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, VMWARE 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.