Support Policy for Virtual Infrastructure

Testing policy

Due to the nature of virtualisation and the number of virtual environments available we are unable to carry out the appropriate testing on all options and combinations, because of this, the below information should be adhered to.

Usage

In order to receive support for Sage 200 or Sage CRM products installed in a virtual infrastructure, the following requirements must be met:

• Resources allocated (and reservation) for the virtual machine must meet the standard hardware requirements for each application or part of an application as set forth by Sage UK LTD in the System Requirements guides available here.
• The business partner should be certified for the configuration and setup of Sage software and the virtual infrastructure in use at the customer’s site.

• To ensure correct support procedures, Partners should notify Sage support of the use of a virtual infrastructure during any support case requiring investigation or escalation.

• If the source of the problem is not identified on virtual infrastructure, the customer should be prepared to transfer the application to a physical server to enable Sage support to isolate the problem.
•  Sage support makes every effort to identify the problem while enabling the customer to continue using the virtual infrastructure.
• If a solution is not identified, the customer is expected to install the product on a physical server.

Sage UK LTD is not responsible for any software failure due to improper use of a virtual server environment for Sage products including, but not limited to, system failure or performance degradation due to insufficient allocated system resources, system failure due to virtual server migration, and irregular system activity that is related to the virtual infrastructure.