Pivotal Support

Pivotal Support

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Pivotal Cloud Foundry® Commercial Support

Anny Mak -

Terms & Conditions

This policy follows the Terms and Conditions for Pivotal's Premium Support offering outlined here.

*Severity Levels:

  • Severity 1 Critical: a severe problem preventing customer or workgroup from performing critical business functions in their deployment environment
  • Severity 2 High: the customer or workgroup should be able to perform job function, but performance of job function degraded or severity limited
  • Severity 3 Medium: the customer or workgroup performance of job function is largely unaffected
  • Severity 4 Low: minimal system impact; includes feature requests and other non-critical questions

Scope for Pivotal Cloud Foundry (PCF) Support

  • Run time environments only
  • Troubleshooting PCF Upgrades and/or updates that uses PCF Ops Manager
  • In the course of troubleshooting the reported issue, necessary remote access to the affected environment for PCF support staff is required
  • Secure storage would be provided for customers to upload logs, configuration and any additional information for troubleshooting the issue
  • There should be the maximum number of 5 Technical Contacts per PCF foundation instance; 1 additional Technical contact for each Pivotal Analytics and/or Pivotal HD add-on service can be purchased 
  • PCF Ops Manager support includes:
    • Installation Dashboard
    • Upgrade/updates of Pivotal owned “tiles”
    • Virtual appliance for Pivotal products

  Sold as PCF Foundation SKU


  • PCF Elastic Runtime support includes:
    • Command Line Interface tool (CLI)
    • Developer Console
    • Pivotal tc Server Buildpack
    • Tuning on documented parameters for buildpacks
    • Java Buildpack
    • Ruby Buildpack
    • NodeJS Buildpack
    • PHP Buildpack
    • tc Server Buildpack
    • Go Buildpack
    • Staticfile Buildpack
    • Binary Buildpack
    • Apache Tomcat
    • Spring

  Sold as PCF Elastic Runtime SKU


  • Pivotal HD service for PCF support includes:
    • Pivotal HD
    • Pivotal HD Service Broker

 Currently delivered for development use cases


  • Pivotal MySQL dev service for PCF support includes:
    • Upgrades and updates of the embedded MySQL software
    • Pivotal MySQL dev service broker


  • Pivotal RabbitMQ service for PCF support includes:
    • Pivotal RabbitMQ product
    • Pivotal RabbitMQ Service Broker

  Sold as Pivotal App Suite SKU 


  • Does not include:
    • Support services prior to installation of PCF. Customers who are interested in implementation and initial full installation assistance can engage Pivotal Professional Services
    • Bugs for embedded OpenSource software, not managed by Pivotal, for example; Ruby will be addressed in following the respective OpenSource project maintenance process
    • Technical guidance on the usage of embedded OpenSource technologies and components, for example, Ruby, MySQL, Node.js
    • Architectural design and consultancy of customers’ application at any stage of the development cycle
    • Rewriting application code to be compatible with PCF
    • Support for extending or customizing buildpacks beyond the documented parameters
    • Third-party provided frameworks and services 

The support option on this document apply (i) only between Pivotal and those organizations that procure the applicable products and/or maintenance under a contract directly with Pivotal (the “Pivotal Customer”); and (ii) only to those products or support options ordered by the Pivotal Customer at the time that the PCF Commercial Support Information is current. Pivotal may change the PCF Commercial Support Information at any time.  The Pivotal Customer will be notified of any change in the PCF Commercial Support Information in the manner stated in the current product ordering and/or maintenance related agreement between Pivotal and the Pivotal's Customers, but any such change shall not apply to products or support options ordered by the Pivotal Customers prior to the date of such a change.