Support policies

Support policies for VirtaMove products

VirtaMove is committed to providing customers with world-class customer support.

VirtaMove Software support policies for customers and partners using VirtaMove products are as follows.

The application to be migrated must reside on a supported Source server running the Windows Operating System. The following versions of Windows are currently supported as Source server environments:

  • Windows Server 2000 or earlier (on a best efforts basis only)
  • Windows Server 2003 (32-bit and 64-bit)
  • Windows Server 2003 R2 (32-bit and 64-bit)
  • Windows Server 2008 (32-bit and 64-bit)
  • Windows Server 2008 R2
  • Windows Server 2012
  • Windows Server 2012 R2
  • Windows Server 2016

VirtaMove Software must be run on a supported Destination server running the Windows Operating System. The following versions of Windows are currently supported:

  • Windows Server 2008 R2
  • Windows Server 2012
  • Windows Server 2012 R2
  • Windows Server 2016

You must be running a supported version of the VirtaMove product. Our product lifecycle policy specifies that a particular version of VirtaMove, including any service packs to that version, remains supported for 6 months after the next version is released.

Customers requesting support on a version of VirtaMove that is no longer supported may be asked to upgrade to a supported version to facilitate resolution of the incident.

Clean destination machine

For best possible results, VirtaMove requires a clean destination machine. A clean destination is a server on which no applications other than VirtaMove are installed and on which updates and patches have been applied to the operating system.

VirtaMove support policies for migration of third-party applications

VirtaMove is an application migration technology which extracts previously deployed applications from Windows Servers and packages them for migration and deployment to more modern infrastructure including new servers, new operating system versions, and/or cloud operating environments.

VirtaMove is a general purpose migration technology that can be used to migrate a broad range of business applications residing on Windows Server, including multi-tier applications, database servers, custom applications and 3rd party packaged applications.

There is no explicit supported applications list for use with VirtaMove. Rather, VirtaMove will make reasonable efforts to provide support, including both usage recommendations and defect resolution, to customers attempting to migrate any application that isn’t known to be incompatible, or until a specific incompatibility is found. The following applications are currently known to be incompatible:

  • Microsoft Exchange
  • Microsoft SharePoint
  • Microsoft Active Directory services
  • Any application embedding Internet Explorer
  • Any application which includes kernel drivers
  • Any 16-bit application

VirtaMove migration and 3rd party vendor support policies

VirtaMove migrates the application artifacts from an existing installation of an application to a new server, by moving files and registry entries from an old server to a new one, with the end result similar to that of a backup and restore cycle. The process is very reliable and the end result is indistinguishable from a natively installed application.

Most application vendor support policies neither endorse nor preclude the use of IT operations tools like VirtaMove. However, the support staff of a vendor-supported application will likely not be familiar with the VirtaMove migration process and may be reluctant to diagnose application issues during the course of a migration, if the issue is expressed in terms of the VirtaMove migration workflow.

VirtaMove can also be used to move an application from a particular version of Windows where it was installed, to a later version of Windows. As such it may enable the application to be moved to a version of Windows for which it is compatible, but that is not a supported Windows version for the application.

When moving an application to an “up-level” version of Windows, customers should exercise discretion in assessing what version of Windows the application vendor supports for the current version of the application, whether application upgrades are necessary to ensure the application is supported on the target version of Windows, and if so applying those upgrades after the migration.

Click here to see a list of Windows Server applications successfully migrated using VirtaMove.

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