Scope of Support for Cloud Native Buildpacks

Products

• VMware Tanzu Build Service

Issue/Introduction

This document is meant to be a practical guide to help understand what is covered and what is not covered by VMware by Broadcoms Support for customers using Paketo Cloud Native Buildpacks. 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.

Resolution

In Scope

The following items are examples of tasks which are covered by VMware Support:

	In Scope
Usage with pack, Tanzu Build Service or Tanzu Application Service for Kubernetes	Yes
Configuration and tuning of CNBs	Yes
Configuration and creation of custom builders	Yes [1]
Help building or packaging a Tanzu or Paketo Cloud Native Buildpack	Yes [2]
Usage and troubleshooting of Tanzu Stack Images	Yes
Troubleshooting & Diagnosis of Build Problems	Yes [3]
Bug reporting	Yes
Bug Fix	Yes [4]

Out of Scope

The following items are examples of tasks which are not covered by VMware Support:

	In Scope
Debugging custom code/CNBs/applications	No
Third-party products and add-ons	No
Paketo Community and custom buildpacks	No
All custom Stack Images	No
Forked, modified or custom compiled variations of a Tanzu or Paketo Cloud Native Buildpack	No
Problems with software installed by a Cloud Native Buildpack	No [5]
Best practices for Application architecture, design, guidance	No [6]

[1] - VMware Support will assist in troubleshooting failed builds but is not responsible for resolving failed build issues, unless the problem is within Tanzu Build Service, kpack or a supported Tanzu or Paketo Cloud Native Buildpack.

[2] - VMware Support will assist with the mechanics of creating a builder. 

[3] - VMware Support will help if customers encounter issues building or packaging any supported Tanzu or Paketo Cloud Native Buildpack. This does not cover Paketo community, custom or third party CNBs and it does not cover forked or modified Tanzu or Paketo CNBs.

[4] - Bug fixes are prioritized by VMware Tanzu 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] - VMware Support does not extend to most dependencies, tools and software installed by Tanzu and Paketo Cloud Native buildpacks. For example, a CNB might install Node.js, Nginx, Python, or PHP (not an exhaustive list). This software will receive only basic troubleshooting and on a case-by-case basis, upstream bug reports (upstream development process will dictate when/if a bug is resolved and when releases are delivered). The exceptions to this policy are for OpenJDK, Spring, Apache Tomcat and Apache HTTPD, which are fully covered by VMware Support.

[6] - VMware Support can help to troubleshoot specific installation issues or answer questions. It is out of scope for VMware Support to provide guidance around your environment, design and installation architecture. Please reach out to the VMware Tanzu Services team for help in these areas.

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. VMware 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. 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 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, 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.