Continued Support from CA after hosting CA Clarity PPM Application on Cloud

[Anon Anon]

Hi All,

 

Could anyone please let me know if there's continued support from CA when Clarity is moved to either of the Saas, Paas and Iaas Cloud based Services on Client specific Cloud Infrastructure?

 

Also please suggest the suitable Cloud based service for migration CA Clarity PPM to Client specific Cloud Infrastructure.

 

Regards,

Goutham Ramesh

[Nick Darlington]

I believe there was a product support issue raised on this recently - I'm not sure if it was yours.

 

In any case I believe the answer you should receive in that situation, other than making sure you discuss it with your account manager, is that the physical location where Clarity is installed doesn't really matter.  Internet, intranet, DMZ, cloud, externally hosted, etc., none of that really matters directly from a CA Support perspective.

 

What does matter are the items we call out in the guides, and your obligations from a contractual perspective (e.g. how many environments you can install, with one of them only being production, etc.).

 

As far as the guides are concerned, you should be sure that your platforms conform to the Release Notes - Compatibilities sections for our servers, which include a link to this article: CA Support Statement for Virtualization and also these notes:

 

Notes:

⁵⁾Databases can be run on any vendor-supported platform. Oracle SPARC T4 and earlier T-Series servers are not supported. Production databases are not supported on software virtualized operating systems; examples include VMware vSphere, Microsoft Hyper-V, and Citrix XenServer. AIX LPARS, HP-UX VPARS, and Solaris containers do not fall into this category and remain supported. It is also recommended that any downstream environments that are intended for performance or high concurrency testing match what is used in production.

... (see the full section for more details) ...

 

You will need to check your providers on those points.

[Anon Anon]

Hi All,

It would be really great, if anyone suggest us on this request....

If the organization is planning to host CA Clarity PPM on its own Cloud (SaaS, PaaS,  IaaS), will CA provide support in case of any Out of box functionality issues after hosting on Cloud?

Also in case of any assistance during migration CA will provide Support?

Best Regards,

Subhashini Guruju

[Nick Darlington]

Any 'cloud' deployment of Clarity other than using our OnDemand service will be treated as if it is an On Premise installation with respect to support.

 

You are also held to the same requirements and expectations as an On Premise installation with respect to supported hardware and configurations, no exceptions or differences.

 

If you are able to deploy Clarity yourselves but encounter an issue with (say) install/upgrade or whilst using the product afterwards, product support for Clarity would be the same as for On Premise.

 

If you are unable to deploy Clarity yourselves you would be expected to engage with Services and have assistance from CA consultants or a partner.

 

For further questions you should contact your account team - the answers above are general but you may not have a general contract.

[mike2.2]

Not an expert on this, but when we were looking to host externally, away from CA, we were going to negotiate a support contract with CA for support of our CA PPM instances. But the infrastructure that CA PPM would be installed on, had to match that what was supported by CA.

 

We eventually went with CA as the provider and negotiated a separate support agreement.

 

I have to say the service and support with our migration to SaaS with CA so far has been stellar.