Problem:

Micro Focus Virtual Environment Support Statement – for systems such as VMWare, Citrix and Microsoft Virtual Server.

Resolution:

Micro Focus has no explicit support in its products for a virtual environment. Micro Focus relies on a 100% emulation of the environment by the virtual software vendor. Micro Focus International plc has many customers worldwide successfully using its products in virtual environments.

Micro Focus will support correctly licensed customers who run products on a supported environment, irrespective of whether or not they are running in virtual environments.

Virtual environment suppliers support a set of certified Operating Systems and Hardware, and the customer and their virtual environment suppliers will be responsible for any interactions or issues that arise at the Hardware or Operating System layer as a result of their use of virtual environments.

Micro Focus will not require clients to recreate and troubleshoot every issue in a non-virtual environment; however, Micro Focus does reserve the right to request its customers to diagnose certain issues in a native certified Operating System environment, operating without the virtual environment. Micro Focus International plc will only make this request when there is reason to believe that the virtual environment is a contributing factor to the issue.

Any time spent on investigation of problems that may, in the sole opinion of Micro Focus, be related to the use of a virtual environment, will be handled in the following fashion:

1. Micro Focus International plc will provide standard support according to the terms and conditions of the maintenance contract in place.
2. If a problem is encountered while running in a virtual environment, the client may be required to recreate the problem on a non-virtual environment, at which time Micro Focus will provide regular support.
3. The client may request Micro Focus to investigate the virtual environment-related incident at normal time and materials rates. If such investigation is undertaken and shows that the problem is virtual environment-related, resolution would be expected to be made by the virtual environment vendor.
4. Regardless of the problem type or source, if the problem is determined to be a non- virtual environment-related issue, time spent on investigation and resolution will be covered as part of regular maintenance, and support will be provided as usual.