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. For example, if you are using Tanzu Application Catalog for Tanzu Advanced, you will only have access to applications based on Ubuntu.
| Team Edition | Org Edition | Advanced | |
|---|---|---|---|
| Active Artifacts (AA) | Up to 25 | Up to 300 | - No AA limit. Access to all apps based on VMware Common Base Image |
| Where can I use it | anywhere | anywhere | Tanzu Advanced Cores |
| Custom Registries and custom base images | Included | Included | Not 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: Kubeapps and 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.
