This document is meant to be a practical guide to help understand what is and what is not covered by VMware Support for customers using VMware Tanzu Application Catalog 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 the 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 VMware 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 (e.g., PostgreSQL with Replication, MariaDB Single VM) that the customer can add to the catalog and deploy in their infrastructure.

For a more detailed description of the service and definitions, please see the Service Description.

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
Usage & Configuration of applications provided through the Tanzu Application Catalog service Yes
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]
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.

[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, please consult the service description for reference timelines.

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