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Is CLM 2012 Support Policy for virtualization technologies applyed to client environment?

Natsumi Yokoyama (209387101) | asked Sep 03 '12, 5:21 a.m.
edited Sep 06 '12, 6:58 a.m. by Robert Rassmann (9923)
Following Policy is applied to client environment?
Although citrix is not supported officially, my customer needs to use citrix for RTC Client. If  defects reported , which occurred at citrix client environment, are reproducible in non-virtualized environment, IBM will support?
Additionally, IBM will support CLM applications hosted on other virtualization technologies on the following basis: New for CLM 2012

  1. The operating system being hosted in the virtualized environment must be supported in a non-virtualized environment
  2. Any defects reported are reproducible outside the virtualization environment
  3. Rational Support may not have access to the virtualization environment and will attempt to reproduce the issues reported on a non-virtualized environment or one of the specific virtualization technologies listed above

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Geoffrey Clemm (30.1k33035) | answered Apr 26 '13, 1:10 a.m.
If you can reproduce a problem in a supported non-virtualized environment, then you will get full support ... the fact that you originally found the problem in a virtualized environment doesn't matter (for that matter, how could support even know that you did so :-).
Natsumi Yokoyama selected this answer as the correct answer

Ivy Ho commented Apr 26 '13, 8:59 a.m.

I agree to the first part of Geoffrey's comment .  We will fix the issue that you can reproduce in a non-virtualized environment.

Once the fix is available, there should not be issues in the non-virtualized environment.

 However, if you apply the fix in an unsupported virtualized environment and run into issues or still does not work, then what? :-)

Geoffrey Clemm commented Apr 26 '13, 10:44 p.m.

The answer is still the same ... if you apply a fix in an unsupported environment (virtualized or non-virtualized), and you still have a problem, then you will need to apply that fix to a supported environment and reproduce the problem there in order to get support. 

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Ivy Ho (4711419) | answered Apr 25 '13, 4:52 p.m.

Hello: I found something that may be helpful to you but may not have a direct answer to the support as it may be product by product. but the article is good to send to customer for reference.

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