Support Environments FAQ
ATG Supported Environments Matrix and ATG Customer Support Services
The ATG Supported Environments matrix is a listing of the applications, operating systems, databases, and key system components that each particular ATG release is formally certified against. This is done to ensure compatibility and supportability of the ATG application and to provide basic guidelines for our customer environments. Note that a given environment is often described as either supported or not supported, depending on whether or not it adheres to this matrix.
ATG Customer Support Services only provides direct support services for the ATG programs and components that are actively licensed by customers when they are deployed in an application stack that fully adheres to this matrix for the given ATG product version. ATG does not provide support for any non-ATG program or component on the matrix or for any external or third-party system. Furthermore, ATG is not able to extend any support agreement that it may have with its own vendors to customers. The only exception to this is JBOSS. ATG will provide direct support services for select JBoss programs to those customers who have purchased this directly from ATG. We strongly encourage all customers to maintain active support agreements with any 3rd party vendors whose software is part of their ATG application environment. Please note, ATG is willing to work in conjunction with a customer vendor's software support organization to troubleshoot and resolve issues.
General Support Policy for Third-Party Platforms
If you experience a problem with ATG software that is running within a supported environment, please let ATG Customer Support Services know. We'll do our best to resolve the issue.
Please be aware that support for third-party products or point version upgrades that differ from what is indicated on the Supported Environments matrix is not provided unless otherwise noted in this FAQ and at ATG's discretion. If an unsupported third-party product is the likely cause of a problem, you are required to reproduce the issue in an environment that fully adheres to that ATG Supported Environments Matrix for ATG assistance in resolving the problem. Certain configurations of third-party software will not be compatible. ATG strongly advises that you confirm support for all component versions of your configuration.
Point Version Policy
Because other products frequently ship fixes, updates, and new releases, we cannot test every possible configuration. Product versions that are minor point releases above those listed are generally supported by ATG, except where noted.
Application Servers are an exception to this policy. Due to the sensitivity of application server software, ATG supports only the precise point version listed.
Numbered Versions Compatibility Statement
Though ATG strives to maintain consistency between previously released versions of ATG applications and new versions, numbered ATG applications (e.g,. ATG 9.0, ATG 7.1, ATG 2006.3) are generally compatible only with equivalent numbered versions of other ATG applications. Exceptions to this (e.g., backwards compatibility, backwards deployment) are provided elsewhere in this FAQ, in the supported environments matrix, and at ATG's discretion.
Supported Third-Party Release Versions Policy
ATG generally upgrades its third-party support to the latest stable release(s) of the platforms our customers use. We do not maintain full backwards or forwards compatibility nor do we update third-party support except in cases of high demand.
Development Support
ATG supports some platforms to help customers evaluate its products and develop applications but currently does not recommend or support their use in deployed production environments.
Browser Size Statement
Unless otherwise noted, the minimum supported browser window size for ATG-supplied user interfaces (UIs) is 1024x768 pixels.
DAS Support
As of the 2007.1 product release in July 2007, new ATG application versions are no longer qualified on the Dynamo Application Server (DAS) but are qualified and supported only on those application servers listed in the Supported Environments matrix for those ATG versions (usually JBoss, IBM WebSphere, and BEA WebLogic).
ATG will continue to support DAS with previous versions of ATG applications (2006.3 and prior, including patches to 2006.3) as long as those applications are supported, and will provide a minimum of 12 months notice before any EOL related to DAS.
ATG provides migration documentation, tools, support, training, and services for customers wanting to migrate from DAS to a supported application server. Please contact your account manager for more details on available services.
Customers on DAS need not migrate to another application server until they either upgrade to ATG 2007.1 or later or until they choose to adopt JDK5 or J2EE 1.4 tools for their own development.
XA Drivers, Data Sources and Transaction Manager
All new ATG products starting with ATG version 9.0 require XA drivers, as listed in the Supported Environments matrix. The only exception to this is for the development-only databases that are listed on the matrix.
In all product versions prior to 9.0, ATG only supports local, non-XA transactions when used with a driver that is listed in the Supported Environments matrix. ATG does not support distributed transactions or the use of XA JDBC drivers with its products prior to version 9.0.
ATG supports the use of the Data Sources and the Transaction Manager that ship with the application server that is being used with the ATG products. ATG does not support the use of its Data Sources or its Transaction Manager with a third-party Application Server.
64-bit Support
Details of ATG's 64-bit support for ATG products are listed in the Supported Environments matrix. Please refer to the appropriate matrix for your release.
Windows Version Support
Windows Server 2008 (Windows Vista Server) is not currently supported for use with ATG applications. Please check the Supported Environments matrix for the specific versions of Microsoft Windows operating systems that are supported for each application.
For client & end-user systems accessing ATG applications via browser, ATG supports any version of the Microsoft Windows operating system (including Windows Vista) running a supported browser version as listed in the Supported Environments matrix.
Virtualization Support
ATG 9.0 products have been tested and qualified for development environments only. The specific details of the qualification are listed in the Supported Environments matrix for ATG 9.0 in Footnote 23.
Prior releases (e.g., ATG 2007.1, ATG 2006.3) have not been tested or qualified on virtualization technologies. We are not aware of any specific issues relating to use of ATG products such as virtualization solutions; however, ATG can provide support to customers using such solutions only to the extent that we are able to reproduce issues within a supported environment.
Solaris Hardware Support
Currently ATG supports Solaris on Sparc and UltraSparc hardware only. Sun claims full compatibility with their new x86 hardware running Solaris 10. ATG has not verified this claim with testing, nor have we evaluated the scalability of Solaris on x86 hardware. These evaluations are planned for the near future but a date for support is not yet committed.
|
