Support statement for the IBM MobileFirst Platform Foundation family of products

Content

You are entitled to receive support through an IBM Subscription and Support offering if you have purchased an IBM Subscription & Support agreement.

In this document, the IBM MobileFirst Platform Foundation family of products (including IBM Worklight Foundation, IBM MobileFirst Platform Foundation for iOS, IBM Worklight Foundation Cloud Edition, IBM Mobile Foundation, and IBM Mobile Application Platform Pattern) are collectively referred to as the MobileFirst Platform Foundation products.

IBM understands that your software operating environment must be productive and reliable. The reliability and high availability of MobileFirst Platform Foundation products result from a significant IBM investment in development and testing to confirm the best operating environments related to the MobileFirst Platform Foundation products. IBM detailed system requirements pages list product versions that IBM believes work best with the MobileFirst Platform Foundation products to help achieve productivity and reliability. For more information, see the detailed system requirements page.

IBM also understands that you might need to operate the MobileFirst Platform Foundation products under different environments for technical or business reasons. Even though IBM continues to expand the testing of current and new configurations, it is not commercially practical to test every combination of products that you might want to configure. This document sets forth the IBM position on supported configurations only.

Note: Although the statements in this document reflect the general level of support that you can expect for these configurations, the terms and conditions of any specific support offering or agreement you might have with IBM will determine the actual delivered support. Nothing herein shall be construed as supplementing, modifying, or superseding the terms of your license agreement for the MobileFirst Platform Foundation products or any other agreement that you might have with IBM, nor shall it create any obligation for IBM to deliver a level of support other than what might be set forth in such agreements.

The stated definitions of the following terms can be helpful in understanding the support that you can expect to receive from both Product and Customer Support perspectives:

• Dependent Product
  A Dependent Product is software or hardware product(s), other than the MobileFirst Platform Foundation products.
  
  
• Customer Support
  Customer Support is the degree of technical assistance that is available, or is provided to you, for the MobileFirst Platform Foundation products. This assistance might include the delivery of corrective service. Customer Support is frequently referred to as Level 1 (L1) and Level 2 (L2) Support.
  
  
• Product Support
  Product Support is the degree of corrective service that is available, or provided to you, for the applicable mobile product when it might be used in conjunction with a dependent product. Product Support is frequently referred to as Level 3 (L3) CORD Team Support and Development.

The following section describes the three categories of configuration (Supported, UnSupported, and Other) and the Customer and Product Support that is available in each case.

Note: The IBM Worklight Developer Edition and IBM MobileFirst Platform Foundation Developer Edition products are provided free of charge with community-based support and not through the support channels that are described in this document. More information about support for IBM Worklight Developer Edition and IBM MobileFirst Platform Foundation Developer Edition is available on the IBM MobileFirst Platform Foundation pages on developerWorks.

• Supported configurations
  The detailed system requirements enumerates the specific versions of dependent products that are supported.
  
  With Supported configurations, you can expect the following levels of support:
• Customer Support (Level 1/Level 2)
  Customer Support provides full support for configurations within this category. Maintenance and corrective service are provided under the terms of the applicable support and maintenance agreements to ensure that the product performs within its specifications.
  
  Resources and processes to provide effective and efficient problem determination and resolutions are at their best for this category of configurations. Operational support is delivered as defined under the terms of Passport Advantage or other normal operational support offerings.
  
  
• Product Support (Level 3)
  Configurations in this group have been determined by IBM as being capable of providing the level of reliability and performance such that the product can deliver the functionality as defined in its program specifications. Few, if any, deficiencies or incompatibilities are expected for which a commercially reasonable resolution cannot be made available.
  
  We believe that these configurations offer our customers the best opportunity to realize a very reliable, highly available product operating environment.
  
• Unsupported configurations
  This category is for dependent product versions that are known not to be supported and documented on the Detailed System Requirements pages under Additional Information > Notes.
  
  With Unsupported configurations, you can expect the following levels of support:
• Customer Support (Level 1/Level 2)
  Customer Support does not provide support for these configurations under the terms of the license or normal fee-based offering. We strongly recommend that a supported configuration be defined. However, if business reasons warrant, you can seek assistance on an additional fee basis, by following our Services or Special Bid process. See your Marketing or IGS-ITE representative for additional information.
  
  
• Product Support (Level 3)
  Development has determined that these configurations most likely do not provide the level of reliability and performance that is required from a product and customer perspective. This determination is normally based on a technical or functional deficiency or incompatibility between the products that are involved. Commercially reasonable resolutions to these incompatibilities are not generally available.
  
  
• Other configurations
  This category includes any configuration of the MobileFirst Platform Foundation products and dependent products that is not included (or specified as a support exception) in the Supported configuration or the UnSupported Configuration lists and can reasonably be expected to support the reliability, availability, and performance of the product. For example, an upgrade to a supported dependent product falls in this group, as well as a similar or like (substituted) supported dependent product.
  
  With Other configurations you can expect the following levels of support:
• Customer Support (Level 1/Level 2)
  Customer Support uses commercially reasonable efforts to provide the same level of support as the support provided for a Supported configuration. However, it must be determined that the problem would also exist in a supported configuration or if a commercially reasonable resolution to the problem is available.
  
  Resources for commercially reasonable problem determination are applied until a resolution is provided or it is determined that the problem would not exist except for the use of the substituted dependent product, and there is not a commercially reasonable resolution available.
  
  If it is determined that the problem would not exist but for the use of the substituted (similar or like) dependent product, and no commercially reasonable resolution is available, further assistance might be available as defined per the Unsupported category.
  
  
• Product Support (Level 3)
  Development has not determined if these configurations belong to the Supported or Unsupported list. Therefore, development cannot provide a reliable statement on how they will perform with these products.
  
  The ability to perform as specified is based on the extent to which the substituted dependent product is programmatically, functionally, and operationally compatible with its equivalent supported dependent product. IBM makes no representation regarding the reliability, availability, and performance in this environment.