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How does Red Hat Global Support Services handle third-party software, drivers, and/or uncertified hardware/hypervisors?

Updated 2014-11-14T19:19:37+00:00

Important
Red Hat supports Red Hat products when deployed on certified hardware, hypervisors or providers. Using Red Hat products on uncertified hardware, hypervisors, or providers is unsupported. Using Red Hat software in an unsupported configuration introduces significant risk to customer environments and should be avoided.

The following document describes how Red Hat, at Red Hat's sole discretion, may choose to support a customer that has not deployed according to tested, supported and certified guidelines. This document in no way endorses using Red Hat products outside of our published support matrix or other policies.

For additional information on the strength, value and protections of the Red Hat certification programs please visit Red Hat Ecosystem and Certification Programs.

There are two scenarios that are important to understand when you are using Red Hat software alongside non-Red Hat software, binary kernel modules, and/or uncertified hardware/hypervisors.

Scenario 1: When third-party software and/or uncertified hardware/hypervisors are NOT the potential suspect

If non-Red Hat software is NOT suspected to be the cause of the issue, we will provide support per your entitlement as usual. For example:

  • Broadcom network driver loaded and having sendmail or httpd problems, but not problems with other applications using the same interface(s)
  • Uncertified hypervisor in use and having trouble registering a system with Red Hat Network (RHN)
  • EMC PowerPath running and you are experiencing problems unrelated to storage or storage communication
  • Uncertified hardware in use and there is no reason to suspect hardware is the issue

Scenario 2: When third-party software and/or uncertified hardware/hypervisors are the potential suspect

  • Newly added or replaced/substituted software CAN be removed for troubleshooting:

    • If the software or hardware/hypervisor in question is removed and replaced with non-Red Hat software, Red Hat reserves the right to ask you to attempt to recreate the issue with Red Hat shipped/supported software to aid in determining the problem. For example:

      • Software built, signed, and released by a third-party that replaces those built, signed, and released by Red Hat, where the two can be easily switched for isolation/troubleshooting

      • Reproducing on bare metal or a certified hypervisor to help rule out potential problems caused by an unsupported hypervisor

  • Newly added or replaced/substituted software CANNOT be removed for troubleshooting:

    • If non-Red Hat software is suspected to be the cause of the issue, and is provided by one of our established hardware/software partners[1], Red Hat will work with you and the partner in an attempt to resolve or at least isolate the problem. For example:

      • Certified hypervisors running with Red Hat Enterprise Linux as a guest[2]

      • A server that does not yet appear on hardware.redhat.com as being certified

      • Red Hat Enterprise Linux running a software solution

      • JBoss Enterprise Application Platform running an application that is not yet certified to run on that version

      • IBM Infosphere Guardium loadable kernel module installed on the system (or other application installed as a loadable kernel module) and the problem cannot be reproduced without the kernel module

    • If non-Red Hat software is suspected to be the cause of the issue, and is NOT provided by one of our established hardware/software partners[1], Red Hat will provide commercially reasonable support efforts and use TSANet to collaborate with vendors on shared customer issues. If a vendor is not a member of TSANet we will refer you to the third-party software or hardware/hypervisor vendor if required. For example:

      • Key third-party software applications running on Linux

      • Uncertified hypervisors running with Red Hat Enterprise Linux as a guest[2]

      • Third-party file systems, clustering, or multipathing solutions

[1] For example, https://hardware.redhat.com/ or http://redhat.force.com/finder/
[2] https://www.redhat.com/resourcelibrary/articles/articles-virtualization-support

Graphical Illustration (Flow Chart) of Support Scenarios

Visual representation of third-party support policies at Red Hat

Click here to view/download the large version of this graphic