Eupraxia Labs Third-Party Support Policy
How does Eupraxia Labs handle third-party software, drivers, and/or uncertified hardware/hypervisors, guest operating systems or a Cloud Service Provider (CSP)?
The Eupraxia Labs Support Team Eupraxia Labs supports products when deployed on certified hardware, hypervisors, Kubernetes Clusters on Cloud Service Providers (CSP), or other providers. Using Eupraxia Labs products on uncertified hardware, hypervisors, CSPs, or providers is unsupported. Using Eupraxia Labs software in an unsupported configuration introduces significant risk to customer environments and should be avoided.
The following document describes how Eupraxia Labs, at Eupraxia Labs’ sole discretion, may choose to support a customer that has not deployed according to tested, supported and certified guidelines. This document in no way endorses using Eupraxia Labs products outside of our published support matrix or other policies.
There are two scenarios that are important to understand when you are using Eupraxia Labs software or services alongside non-Eupraxia Labs software, binary kernel modules, and/or uncertified hardware/hypervisors, guest operating systems, or CSPs.
Scenario 1
When third-party software and/or uncertified hardware/hypervisors or guest operating system are NOT the potential suspect
If non-Eupraxia Labs software is NOT suspected to be the cause of the issue, we will provide support as subscribed as usual. For example:
- Running XtremeCloud products on a CSP that is not on the Eupraxia Labs Certifications Matrix. However, they are certified as a Kubernetes Cluster provider.
- Uncertified or suspected hardware is in use and there is no reason to suspect hardware is the issue.
- Uncertified guest operating system running on a Kubernetes worker node (virtual machine(VM) or raw iron host).
- Uncertified host operating system performing as a Kubernetes worker node
Scenario 2
When third-party software and/or uncertified hardware/hypervisors or guest operating system are the potential suspect
- Newly added or replaced/substituted software can be removed for
troubleshooting:
- If the software or hardware/hypervisor or guest operating system in
question is removed and replaced with non-Eupraxia Labs software, Eupraxia Labs
reserves the right to ask you to attempt to recreate the issue with Eupraxia Labs
shipped/supported software to aid in determining the problem. For
example:
- Software built, signed, and released by a third-party that replaces those built, signed, and released by Eupraxia Labs, where the two can be easily switched for isolation/troubleshooting
- Reproducing on bare metal or a certified hypervisor to help rule out potential problems caused by an unsupported hypervisor
- Reproducing on a certified Kubernetes Cluster version to rule out Kubernetes API changes
- Reproducing on a certified guest operating system to help rule out potential problems caused by an uncertified guest operating system
- If the software or hardware/hypervisor or guest operating system in
question is removed and replaced with non-Eupraxia Labs software, Eupraxia Labs
reserves the right to ask you to attempt to recreate the issue with Eupraxia Labs
shipped/supported software to aid in determining the problem. For
example:
- Newly added or replaced/substituted software CANNOT be removed for
troubleshooting:
- If non-Eupraxia Labs software is suspected to be the cause of the issue, and is
provided by one of our established hardware/software partners, Eupraxia
Labs will work with you and the partner in an attempt to resolve or at least
isolate the problem. For example:
- Certified hypervisors running with Kubernetes worker nodes as a guest.
- A version of the Oracle, PostgreSQL, MariaDB, or MySQL database that does not yet appear on the Eupraxia Labs Certifications Matrix as being certified.
- A Hardware Security Module (HSM) on Demand Service, used to secure the Master Encryption Key for Oracle Transparent Data Encryption (TDE) in a FIPS 140-2 approved HSM, does not yet appear on the Eupraxia Labs Certifications Matrix as being certified. An example of this might be Oracle Database Transparent Data Encryption (TDE) with AWS CloudHSM.
- A version of Oracle GoldenGate (OGG) that does not yet appear on Eupraxia Labs Certifications Matrix as being certified.
- A version of the Aspen Mesh (Istio Service Mesh) that does not yet appear on the Eupraxia Labs Certifications Matrix as being certified.
- Eupraxia Labs cloud-native applications running on a version of the Kubernetes Cluster software that is not certified.
- If non-Eupraxia Labs software is suspected to be the cause of the issue, and is
provided by one of our established hardware/software partners, Eupraxia
Labs will work with you and the partner in an attempt to resolve or at least
isolate the problem. For example:
Return to the XtremeCloud Support Policy.