Is CLM 2012 Support Policy for virtualization technologies applyed 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?
https://jazz.net/library/article/811
Additionally, IBM will support CLM applications hosted on other virtualization technologies on the following basis: New for CLM 2012
- The operating system being hosted in the virtualized environment must be supported in a non-virtualized environment
- Any defects reported are reproducible outside the virtualization environment
- 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
Accepted answer
Comments
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? :-)
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.
One other answer
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.
http://www.ibm.com/developerworks/rational/library/smart-virtualization-1/
http://www-01.ibm.com/software/support/virtualization_policy.html