This article outlines the support boundaries and procedures for supporting virtualized environments with AccessData software.

While virtual machines have not traditionally been supported with AD Products; the fact is that most customers – small/medium business as well as large enterprise have rapidly moved away from a 1:1 server configuration for their workloads. Running virtual machines and sharing the resources have long been a way to maximize the investment of computing resources.

A virtual machine / virtualized environment that is properly configured will work as reliably, and perform essentially the same as a physical server with dedicated resources.


Supported Virtual Environments:

AccessData products are certified, and will work on the following Hypervisors and Cloud Based Environments:

AccessData realizes there are other options for your cloud compute and virtualization infrastructure, however our products have not been tested on them for functionality and will not support providers and infrastructure outside of the guidance listed above.

Support Boundaries:

AccessData will support its products in a virtual environment running on a supported operating system and environment by both the Vendor/manufacturer and AccessData.

Our software is designed and tested to work on various versions of Microsoft Windows, and our support strategy is based upon these being in compliance with vendor support and end-of-life (EOL) Matrices.

AccessData does require that all of a customer's virtual resources are configured in alignment with our best practices and configuration workflow, as outlined in our product documentation or as specified by our support team(s).

This includes ensuring that Virtual Machine resources are statically set and not dynamically set, nor controlled by the hypervisor. This applies specifically to the Processor Allocation, RAM, and Block Storage for a virtual machine, to ensure they never go below a minimum threshold as outlined in our configuration guidelines.

Support Exclusions:

  • Underlying Network Performance problems on a Virtual switch.
  • Underlying disk performance problems on a virtual machine and/or host
  • Connectivity to storage – beyond ensuring AccessData’s products can connect to their resource(s).
  • Non-AccessData software issues (e.g. Microsoft SQL Server)
  • Protocol specific errors, including but not limited to:
    • iSCSI Protocol Errors
    • VLAN Tagging
    • Virtual Machine Queue(s) (VMQ) on 10GB Networks
    • Attempting to mount volumes over Network File System(s) (NFS)
  • Under-provisioning/configuration errors on a virtual machine.