What Level of Ansible Automation Support is Included with an Ansible Tower Subscription?

Updated -

Red Hat Ansible Automation Update

As of June 1, 2019 all new Red Hat Ansible customers, and customers who renew their subscription after June 1, will have access to the updated Red Hat Ansible Automation Subscription. The Red Hat Ansible Automation Subscription includes the formerly known, Red Hat Ansible Tower, Red Hat Ansible Engine, and Red Hat Ansible Automation (Networking) elements. Existing Subscription holders will see no changes until they renew the Subscription for the Red Hat Ansible Automation packaging. For example, support for a standalone Red Hat Ansible Tower subscription due to expire in September 2019, will continue to only include Red Hat Ansible Tower and Ansible Automation supportable events (as described below) until the Subscription is renewed into the Red Hat Ansible Automation packaging.

For customers who have existing subscriptions not set to renew until after June 2019

While Ansible Tower acts as a framework for your existing automation, there are run-time differences from CLI to Tower that could result in job failures. If you have an Ansible Playbook that runs successfully from the command-line, then a corresponding failure in Ansible Tower constitutes a supportable event (a “supportable event” is a term used to describe a valid support ticket under the auspices of an Ansible Tower entitlement). In this case, the Ansible Support team will work with you to determine root cause and work towards a successful Tower job run.

Conversely, a non-supportable event can be classified as anything that is covered under the scope of coverage for Red Hat Ansible Engine/Red Hat Ansible Networking. For more information on these two subscriptions, please refer to Appendix 1 for Subscription Services.

Within the confines of the Ansible Tower entitlement, however, there are areas in which we can provide Engine assistance. These include:

  • General Playbook failures from Ansible Tower (but the Playbook works when run from the CLI)
  • Assistance in ensuring module dependencies are installed properly in Ansible Tower's virtual environments.
  • Questions on release dates, roadmap items, version compatibility with Ansible Tower and upgrade procedures

Bug Triaging
During investigation for a Playbook failure from Ansible Tower, the underlying issue may be determined to be a bug in the engine/module. If there is not an existing bug open, and the customer is working with Red Hat in a supported situation (i.e. directly relating to Ansible Tower), then Red Hat will file the bug on behalf of the customer. In all other situations the customer will be directed to open a new bug at the Ansible GitHub repo. The Ansible Support team can then work with the Core Engineering team to prioritize the issue accordingly, but all tracking for the issue will occur externally at GitHub. For existing bugs, the Ansible Support team can investigate potential workarounds and provide estimated timelines to inclusion in a stable release.

If you have a need for additional assistance beyond what’s denoted here, please contact your account representative to determine the best use of Ansible and Red Hat service resources to achieve success for your project.


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