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Tricentis Statement of Support for Virtualised Environments such as VMWare, OpenStack, and others


Tricentis will officially support customers who run Tricentis Tosca on supported Operating Systems, as stated in the System Requirments document, irrespective of whether they are running in virtualized environments or not.

 

Virtualization vendor products support a set of certified Operating Systems and Hardware, and the customer and the virtualization vendor will be responsible for any interactions or issues that arise at the Hardware or Operating System layer as a result of their use of such products. This means, Tricentis supports running Tricentis Tosca in virtualized environments, but cannot be responsible for problems arising from the virtualization software or its configuration.

 

Tricentis will not require clients to recreate and troubleshoot every issue in a non-virtualized environment; however, Tricentis does reserve the right to request our customers to diagnose certain issues in a native supported Operating System environment, operating without the virtual environment. Tricentis will only make this request when there is reason to believe that the virtual environment is a contributing factor to the issue.

 

Any time spent on investigation of problems that may, in the sole opinion of Tricentis be related to a virtualization product, will be handled in the following fashion:

  1. Tricentis will provide standard support to Tricentis Tosca.
  2. If a problem is encountered while Tricentis Tosca is running in a virtualized environment, the client may be asked to recreate the problem on a non-virtualized server unit to assist with diagnostics and remediation.
  3. Regardless of the problem type or source, time spent on investigation and resolution will be covered as part of the existing support contract, and support will be provided as usual.

 

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