Support Guidelines for Red Hat Middleware Products Deployed in 3rd-party Environments

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Red Hat customers may choose to deploy their Red Hat Middleware subscriptions integrated with 3rd-party software or 3rd-party hardware, or on a 3rd-party cloud provider environment. Red Hat’s Support team will use the following guidelines when providing support for Red Hat Middleware products that are running in these environments.

As shown on each Middleware product’s Supported Configurations web page,

Red Hat will:

  • Support specified Java Virtual Machine (JVM) versions (assuming the cloud provider, if applicable, also supports that JVM).
  • Perform targeted platform tests on specified combinations of JVM, Operating System, and Chipset Architectures.
  • Perform integration testing on specified versions of Database/Driver combinations, Web Server/OS combinations, and 3rd-party hosted or cloud provider environments.
  • Fully support the Red Hat Middleware product when running on any Red Hat Enterprise Linux (RHEL) version listed on the Supported Configuration page and the OpenJDK version included with this RHEL version, independent of where RHEL is deployed. This also assumes, of course, that the RHEL version itself is supported on that hardware or cloud infrastructure.

Deployments on environments that are tested & certified by Red Hat, be they customer-internal or 3rd-party, hardware or cloud / service provider,

Red Hat will:

  • Support the configuring of the Middleware product in the environment.
  • Work to reproduce problems in an equivalent environment.
  • Investigate to isolate issues to either the Middleware product or the environment and provide supporting information and evidence.
  • If applicable, engage with the hardware/software/cloud-or-service provider vendor of the environment to help resolve issues, expedite trouble-shooting, or expedite fault isolation.
  • If applicable, supply information about configurations that Red Hat used to certify the hardware/software/cloud-or-service provider environment.
  • Deliver bug fixes for the Red Hat product according to the product's life cycle policy.

Deployments on environments that are untested / uncertified, be they customer-internal or 3rd-party, hardware or cloud / service provider,

Red Hat will:

  • Attempt to support middleware products per entitlements running in the 3rd-party hardware/software/cloud-or-service provider environments, if:
    • The environment conforms to the product’s published Supported Configurations.
    • The non-Red Hat hardware/software/cloud-or-service provider environment is NOT suspected of being the cause of any issue.

Red Hat cannot:

  • Provide general installation or configuration assistance for the environment.
  • Provide guidance regarding tuning issues with the environment.
  • Deliver bug fixes or patch streams for the environment.

Deployments on public cloud providers,

Red Hat will:

  • Support deployment of all Middleware products on Microsoft Azure and Amazon Web Services (AWS) without the need for OpenShift.
  • Where necessary, provide for each product a deployment guide for Cloud Providers covering basic installation, operations, known issues and limitations.
  • Perform representative testing across the Middleware products portfolio to ensure products run and perform as expected.

Red Hat cannot:

  • Test every Middleware product on every public cloud provider.

Red Hat reserves the right to:

  • Limit the support of new Middleware products and new major versions of Middleware products to deployment on public cloud providers on OpenShift. If this is done, the limitation will be highlighted in the product’s Supported Configuration pages.
  • Certify additional cloud provider native services (databases, messaging systems, storage, etc.) is at the discretion of the individual product team. If this is done, these details will be shown in the product’s Supported Configurations pages.
  • Certify additional cloud-provider specific / native services (databases, messaging systems, storage, etc.). This is at the discretion of the individual product team and details will be documented on the product’s Supported Configurations pages.
  • Support additional operating systems and Java SE distributions for a specified cloud provider at the discretion of the individual product team. If this is done, these details will be shown in the product’s Supported Configuration pages.
  • Limit support of the pre-built containers for selected Red Hat Middleware products to OpenShift environments only.

If non-Red Hat hardware or software is suspected to be the cause of an issue, and is provided by one of Red Hat’s established hardware/software/cloud-or-service provider partners,

Red Hat will:

  • Provide commercially reasonably support efforts
  • If applicable, use TSANet (www.tsanet.org) to collaborate with vendors on shared customer issues.
  • Work together with the partner and customer in an attempt to resolve or at least isolate the problem.

Red Hat reserves the right to:

  • Ask the customer or partner to re-create an issue in a tested/certified environment, if the source of a problem cannot be positively isolated to the Red Hat product.

If non-Red Hat hardware or software is suspected to be the cause of an issue, and is NOT provided by one of Red Hat’s established hardware/software/cloud-or-service provider partners,

Red Hat will:

  • Provide commercially reasonably support efforts
  • If applicable, use TSANet (www.tsanet.org) to collaborate with vendors on shared customer issues.
  • Refer the customer to the 3rd-party hardware/software/cloud-or-service provider

Red Hat reserves the right to:

  • Ask the customer or partner to re-create an issue in a tested/certified environment, if the source of a problem cannot be positively isolated to the Red Hat product

Related Articles

For further information and policies about JBoss Middleware Containers, please see the following articles:

JBoss Middleware Container Support FAQ
Support of Red Hat Middleware products and components on Red Hat OpenShift
How are JBoss Products supported when used in container images?
Support for Red Hat JBoss Middleware Containers


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