VMWare vSphere Platform Support Statement
Posted 29 Mar, 2019 by Yuriy Andamasov
Sentrium S.L. will support customers who run VyOS Router 1.2 products on supported platforms, whether they are running in VMware environments or not.
Sentrium S.L. supports hypervisors, specific hardware systems, and public clouds.
Accordingly, VMware operates as a hardware abstraction layer in this case
VMware supports a set of certified Operating Systems and Hardware, and the customer and VMware will be responsible for any interactions or issues that arise at the Hardware or Operating System layer as a result of their use of VMware.
Sentrium S.L. will not require clients to recreate and troubleshoot every issue in a non-VMware environment; however, Sentrium S.L. does reserve the right to request our customers to diagnose certain issues in a native certified platform environment, operating without the virtual environment. Sentrium S.L. will only make this request when there is a reason to believe that the virtual environment is a contributing factor to the issue.
Any time spent on the investigation of problems that may, in the sole opinion of Sentrium S.L. be related to VMware, will be handled in the following fashion:
1) Sentrium S.L. will provide standard support to all VyOS Router 1.2 products.
2) If a problem is encountered while a VyOS Router 1.2 is running in a VMware environment, the client may be required to recreate the problem on a non-VMware server unit, at which time Sentrium S.L. will provide regular support.
3) The client can authorize Sentrium S.L. to investigate the VMware related items at normal time and materials rates. If such investigation shows that the problem is VMware related, the client may contract Sentrium S.L. to provide a software change to resolve the issue if such a resolution is possible.
4) Regardless of the problem type or cause, if the problem is determined to be a non-VMware related issue, the time spent on investigation and resolution will be covered as part of regular maintenance, and support will be provided as usual