Virtualized Operating System Environments

Jade Software Corporation (JSC) provides support to customers who run the JADE product on supported native operating systems, subject to conditions described later in this section. JSC also supports the JADE product running on enterprise‑class virtualized environments using specified operating systems and hardware platforms. For details, see at https://www.jadeworld.com/jade-platform/developer-centre/learn/documentation/operational-requirements .

However, you should be aware that JADE database recovery cannot be guaranteed when using virtualized environments with a disk subsystem that has write caching enabled, unless acknowledged writes are guaranteed to be non‑volatile under all failure conditions. (For details, see "Storage Requirements", later in this document.) For example, at least one virtualized platform provider, VMware, supports a published set of certified operating systems and hardware. You and VMware are responsible for any interactions or issues that arise at the hardware or operating system layer as a result of your use of VMware.

See http://www.vmware.com for a list of VMware certified platforms.

Although JSC will not require you to recreate and troubleshoot every issue in a virtualized environment, we do reserve the right to ask you to diagnose certain issues in a native certified operating system environment operating without the virtual environment.

JSC will make this request only 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 JSC, be related to virtualization will be handled in the following fashion.

  1. JSC will provide standard support for the JADE product.

  2. If a problem is encountered while JADE is running in a virtualized environment, you may be required to recreate the problem on a non‑virtualized server unit, at which time JSC will provide regular support.

  3. You can authorize JSC to investigate the virtualization‑related items at an agreed time‑and‑materials rate. If such investigation shows that the problem is related to virtualization, you can contract JSC to provide a software change to JADE in order resolve the issue, assuming such a resolution is possible.

  4. Regardless of the problem type or source, if the problem is determined not to be related to platform virtualization, time spent on investigation and resolution will be covered as part of regular maintenance, and support will be provided as usual.