There is no doubt that virtualization is a hot and popular topic (the number of questions over email I get daily are a testament to that). Therefore, I think it is important for our customers to understand the support policies from Microsoft regarding SQL Server running in a hardware virtualization environment.
We have just published the following KB article that outlines this policy:
What does this Mean?
This article previously only discussed Hyper-V but has been modified to cover other virtualization software. There are two big changes to this article:
Previously, Microsoft Customer Service and Support (CSS) provided support to any non-Microsoft virtualization vendor only through the policy as documented at 897615 .
To help give you more of a feeling on how this support will work, consider a situation where you decide to install and run SQL Server in a non-Microsoft virtualization environment. You run into a strange performance problem with SQL Server and need help. You decide to open a case with Microsoft CSS.
Here is the general outline of what we will do:
If your non-Microsoft virtualization configuration is not certified by SVVP, we will also follow the process as documented in 897615 .
What does the policy for 897615 mean? If you have a Premier Support contract with Microsoft, we will attempt to investigate the problem to some "reasonable" level before asking you to reproduce the problem outside the virtualization environment. If you don't have a Premier contract, we will may immediately request you reproduce the problem outside the virtualization environment.
So what is "reasonable"? It is always somewhat subjective because there is no way to list every possible situation, but basically it means we will look at your problem and try to decide if we can provide you a solution unless we think the issue is related to your virtualization environment. This is generally not an easy thing to do, but I believe the main clues will be if we think the problem is an operating system or "hardware" related issue.
How about an example? Let's say you are encountering a database corruption issue which occurs repeatedly and you need to find root cause. We may perform some basic checks, but if this is occurring in a virtualization environment that is not SVVP certified, we are going to ask you to reproduce this problem outside the virtual machine. If you are SVVP certified, we will engage the virtualization vendor through TSANet to get their assistance on your behalf.
What Should I know about SVVP?
Let me turn back to the SVVP program and provide you a few notes on some things that may not be obvious:
I'm sure you are getting weary reading through this, so anything else? Just a few more points....
Please no more...can you just summarize it for me?
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