F5 Networks – FirePass Virtual Edition – Support ... - VMware

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F5 Networks will support customers who run FirePass Virtual Edition products with its modified ... of Linux on specific F5-supported versions of VMware vSphere.
F5 Networks – FirePass Virtual Edition – Support Statement

F5 Networks will support customers who run FirePass Virtual Edition products with its modified version of Linux on specific F5-supported versions of VMware vSphere. As long as these versions of vSphere are running on VMware-compatible hardware, the solution will be supported by F5. Accordingly, VMware operates as a hardware abstraction layer. VMware supports a set of certified Operating Systems and Hardware, and the customer and VMware will be responsible for any interactions or issues that arise at the Hardware layer as a result of their use of VMware. In the event that F5 believes the issue is caused by the interaction between vSphere and the operating system or hardware, F5 Networks will work with VMware to isolate the issue and validate whether vSphere is a contributing factor to the issue. Any time spent on investigation of problems that may, in the sole opinion of F5 Networks be related to VMware, will be handled in the following fashion: 1) F5 Networks will provide normal support for our FirePass Virtual Edition product running on approved vSphere compatible versions, as deteremined by F5. 2) If standard F5 support is unable to resolve the issue, F5 will work with the client to isolate the source of the issue. After escalation within the F5 support organization, if the issue is reasonably determined to be related to the VMware virtualization platform, then F5 will officially request review by VMware via TSANet. VMware may request F5 PD assistance in isolating the root cause, given that the FirePass Virtual Edition operating system is not a certified standard version of Linux. 3) If F5 believes the issue is related to the VMware platform, but is unable to reproduce the issue on a standard VMware-supported operating system, VMware may still provide support to the F5 support organization, at its discretion, via the VMware professional services organization 4) Regardless of the problem type or source, if the problem is determined to be a non VMware related issue - time spent on investigation and resolution will be covered as part of regular maintenance, and support will be provided as usual.

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