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ATG Commerce Supported Environments

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ATG Supports a Variety of Environments for Optimal Flexibility

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 certification is done to ensure compatibility and supportability of the ATG applications and to provide basic guidelines for our customer environments. Note that a given environment is described as either supported or not supported, depending on whether or not it appears in 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 certification 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 to customers that it may have with its own vendors. 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 third-party vendors whose software is part of their ATG application environment. Please note, ATG is willing to work in conjunction with vendor's software support organization to troubleshoot and resolve issues affecting an ATG customer.

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 and patch level of the application server listed on the matrix.

JBoss Cumulative Patches above the point version and patch level listed on the matrix, however, are allowed by the point version policy. These must be applied to the precise point version of JBoss that has been certified by ATG and listed on the matrix.

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 9.1, ATG 2006.3, ATG 7.1) 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.

Please note that ATG 9.1 is the last release of the ATG Commerce platform (including the ATG Control Center, ATG Business Control Center, ATG Content Administration, and ATG Commerce) that allows the deployment of content to sites running on prior versions. In future releases, the ATG Commerce platform will only deploy to sites running on the same version.

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.

Dynamo Application Server 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 Oracle 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 end-of-life 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 do not need to 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 and end-user systems accessing ATG applications via browsers, 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 9.1 and ATG 9.0 products have been tested and qualified for virtualization support for development environments only. The specific details of the qualification are listed in the Supported Environments matrix for ATG 9.1 (see Footnote 11) and ATG 9.0 (see Footnote 23).

Prior releases (e.g., ATG 2007.1, ATG 2006.3) have not been tested or qualified on virtualization technologies. ATG can provide support to customers using such solutions only to the extent that our customers 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 its 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.

ATG Support Policy for Commerce Reference Store
In order to enable customers to effectively use the ATG Commerce Reference Store, ATG will establish a dedicated area on the ATG Community to foster dialog among users of the store and to solicit valuable feedback about the product. This will provide an area for users of the store to communicate, share ideas, and learn different use cases for the ATG Commerce Reference Store.

ATG will also accept low priority support cases about the ATG Commerce Reference store for the following types of issues:

To address issues in the unmodified ATG Commerce Reference Store that are reproducible within the corresponding version of the product suite.
To help answer documentation questions.
To formally log problem reports and enhancement requests on your behalf.

ATG will not provide support for any changes or customizations made to the ATG Commerce Reference Store or for any implementation issues that arise from such changes. ATG will not provide support for backporting the ATG Commerce Reference Store to any previous version of the product suite.

The ATG Commerce Reference Store is not an ATG licensed product and, therefore, has no applicable support and maintenance provisions. ATG will provide its customers with download access to only one active version of the ATG Commerce Reference Store at a given time. ATG reserves the right to cease supporting any version of the ATG Commerce Reference Store at any time that it feels is necessary.

The above policy is subject to change at the discretion of ATG.