on 11-07-2008 6:33 PM
Any response for customer on these questions?
(1) Who provides support on Tomcat/Apache issues?
(2) Who provides upgrade/patch to these web servers? I
I do not currently work for Business Objects , but will answer the question anyway (I did previously work at BO in San Jose as tech support).
Who provides support on Tomcat/Apache issues?
BO provides supports Apache/Tomcat issues to the extent of resolving BO issues on Tomcat. For example, BO will support customers when they need to configure Tomcat to allow WinAD integration with Business Objects. BO will not support customers who need to install an SSL certificate on Tomcat.
Who provides upgrade/patch to these web servers?
The vendors (of said web servers) do.
If a patch/upgrade breaks BO functionality AND the patch/upgrade is not supported by BO, BO will may or may not support the customer.
This was the policy when I was at BO. It could have changed.
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BO will not support customers who need to install an SSL certificate on Tomcat
oh no?
While the configuration is 100% external to BO (tomcat-CA) if using the prepackaged tomcat then the BO deployment team will usually try to assist on this.
Who provides upgrade/patch to these web servers?
If a patch were needed on the preinstalled tomcat then I'd recommend opening a case with support (also the deployment team). I've seen us upgrade other built in products when needed (for instance the preinstalled sun JDK was upgraded for EDST patches a while back).
If you want to manage your java app server patches yourself then that would become an external issue.
Regards,
Tim
Tim,
I had a case open with BO (before the migration to the SAP site) where I had issues installing a certificate from Entrust on the server.
BO categorically said that this was not their problem and that since the certificate install had nothing to do with BO, they were not bound to provide support. This was despite the fact that we were using the Tomcat version packaged into the BO install.
I closed the case more out of frustration than anything else.
I can't seem to find the case number and old cases don't seem to have been migrated to the new system.
We were on XI R2 SP3, Tomcat 5 then.
If BO will support this then it might be useful to open a case on this again with BO. Also, do you know if tech support has access to old cases (so I don't have to provide the history of the case again?)
Best regards,
Srinivas
Well I said usually, and the components are not actually our code nor do they require changes to our software. We simply package free tomcat with our product and do the best we can to help customers modify settings to it. The tomcat SSL incidents do get routed to the deployment team and I know several engineers on that team that have set SSL up in house. I guess it's hit or miss in some cases.
If really stuck you can ask to escalate...
-Tim
Tim,
BO support is excellent. Sometimes however, there is a disconnect between how the company thinks support should be handled and how the engineer actually handles the case.
I did not escalate because the engineer working the case mentioned that since there was nothing wrong with the product itself, there was nothing he could do and so on.
Anyway, in my first post, I meant it depended on the engineer working the case.i.e. BO was not bound (by the support agreement) to support such issues.
Regards,
Srinivas
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