Intergraph-SG&I product lines are developed with certain compatibility requirements. These requirements identify the intended operating environment for our software. This environment includes third party technologies like operating systems, database software, virtualization platforms, interface products, network configurations, specialized hardware, and versions of standard desktop tools like Internet Explorer. This information is documented for each product release in the Supported Environments document available on the support website and within the product setup. Intergraph-SG&I cannot test its software against all possible platform combinations, for that reason the following information clarifies our support policy for Supported, Viable, and Not Viable configurations.
Supported – The particular platform (i.e., 3rd party operating systems, database software, virtualization platforms, interface products, network configurations, hardware, and/or desktop software) is a standard requirement for the operation of the software. For a list of Supported Environments, please see the “Supported Environments” matrix as available by product on the Intergraph-SG&I Customer Support web: https://support.intergraph.com/
Viable – The particular platform (i.e., 3rd party operating systems, database software, virtualization platforms, interface products, network configurations, hardware, and/or desktop software) is not an explicit requirement and has not been tested as a standard scenario in SG&I’s Development and Quality Assurance cycles. However the technology is similar enough to one of the Supported platforms that compatibility is practical. Although we expect our applications to be compatible with Viable platforms, contractual performance or high availability requirements cannot be guaranteed.
Not Viable - The particular platform is known to have limits with Intergraph-SG&I software and/or is not similar to any Supported configuration covered in our standard test environment.
Intergraph-SG&I will accept and actively work all application support calls for Supported and Viable platforms. If Intergraph-SG&I cannot reproduce the issue on a Supported platform and we determine that the problem is directly related to the Viable platform configuration, Intergraph-SG&I reserves the right to request that the customer submit a services change order to resolve the issue or as another option, request that the customer implement our applications on a Supported platform. For customers running our applications on virtualized platforms, Intergraph-SG&I support will presume that any logged problem is common to both standard hardware and virtual configurations. However if we believe the issue is directly related to the virtualization platform, Intergraph-SG&I reserves the right to request that customers recreate the problem with the virtualized platform removed. Intergraph-SG&I does not provide support or fixes for Not Viable platforms.