Support for VMware Tanzu Application Catalog

This section helps you understand what is and what is not covered by VMware Support for customers using VMware Tanzu Application Catalog (Tanzu Application Catalog). 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. For official documents, see VMware Terms of Service.

Introduction

The purpose of this document is to provide clarity on what is and is not in scope of Support for the Product Tanzu Application Catalog. Tanzu Application Catalog is a VMware Cloud Service offering.

In this document, we refer to the following terms as such:

• “Service” refers to the UI interface and anything related to the delivery of applications to the VMware-provided or customer registry and reports generation.
• “Applications” are the VMware defined deployment configurations (For example, PostgreSQL with Replication, MariaDB Single VM) that the customer can add to the catalog and deploy in their infrastructure.

For more information, see VMware Cloud Services Guide.

Before moving forward, it is important to know which edition of Tanzu Application Catalog you are using because the editions have artifact or base image limitations.

	Team Edition	Org Edition
Active Artifacts (AA)	Up to 25	Up to 300
Where can I use it	anywhere	anywhere
Custom Registries and custom base images	Included	Included

In scope

The following items are examples of tasks which are covered by VMware Support for the Tanzu Application Catalog Service:

	In Scope
Installation / Upgrade of applications provided through Tanzu Application Catalog service	Yes
Application support for first-party applications with enterprise backed-support provided through the Tanzu Application Catalog	Yes [3]
Bug reporting	Yes
Bug fix	Yes [1]
Enhancements requests to the applications provided through the Tanzu Application Catalog service and the service itself	Yes [1]
Debugging failures of the applications provided through the Tanzu Application Catalog service (Crash dumps, logs, etc)	Yes [2]
Debugging Tanzu Application Catalog service failures	Yes [2]
Security fixes when they are available in the upstream project for the applications provided through the Tanzu Application Catalog service	Yes [5]

Out of scope

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

	In Scope
Application support for the applications provided through the Tanzu Application Catalog service	No [3]
Debugging custom code/applications	No [3]
Usage and Configuration of applications provided through the Tanzu Application Catalog service	No
Performance issues of applications provided through the Tanzu Application Catalog service	No
Load/performance/stress testing of the applications provided through the Tanzu Application Catalog service or the service itself	No
Experimental features	No [4]
Developer tools / IDE integrations	No

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

[2] - Standalone crash dump files or logs with no associated monitoring data will not likely result in identifying a solution to the issue you are experiencing. VMware support has policies and procedures to help one gather the right contextual information to more clearly identify the nature and cause of a given issue.

[3] - VMware Support cannot assist with reviewing customer or third-party application code (including components bundled in the applications provided by this service) or troubleshooting application issues. VMware can provide assistance through your solution engineer or account team representatives. However, there are specific exceptions for applications developed and produced by VMware staff (first-party application code) with enterprise backed-support: Sealed Secrets.

[4] - VMware 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 Severity 1 support are not available for beta/experimental features.

[5] - Security fixes are only released when the fix is available in the upstream component bundled in the solution provided through the Tanzu Application Catalog. If the fix requires configuration changes, it will be prioritized by VMware Engineering taking into account the severity of the vulnerability addressed. While in most cases fixes are released within hours since the fix is available in the upstream project, see VMware Cloud Services Guide for reference timelines.

How to file a support request for Tanzu Application Catalog issues

The Tanzu Application Catalog subscription includes VMware enterprise backed-support for any of the assets delivered in the customer’s catalog (acording to the conditions explained above), meaning that the customers of VMware Tanzu Application Catalog are entitled to receive technical support from VMware for any issue regarding usage of their artifacts.

Follow the steps below to file support requests:

1. Navigate to the VMware Cloud Services Console and click “Create a support request”.

You will be redirected to the VMware Customer Connect portal.

1. Click “Get Support” and, in the resulting screen, select the type of support you may need: Technical or Non-Technical support.

1. Under the Technical Support option, click “Request support”.

2. Under Account, the organization linked to your Tanzu Application Catalog subscription will be pre-selected. Click “Next” if that is the right information to use.

3. In the Details section, write a subject and description of your issue.

4. In the Associated Cloud Service(s) section, click “Add Service”. In the pop-up window that appears, select VMware Tanzu Application Catalog Subscription. A pop-up window will appear. Select VMware Tanzu Application Catalog Subscription.

1. Upload any attachments that will help our team to better understand your issue, then select the Severity of the issue.

2. Click “Next”. In the Watchlist section, add the email addresses of any other users of your organizations that should be notified about updates to this support request.

To finish the process, enter the preferred time to be contacted and click “Submit” to file your support request.