Technical Support Policy Statement for Virtual Machine (VM) Environments

Follett Software, LLC provides limited support services when Destiny operates in a virtual machine (VM) environment.

Note: Due to the high-transaction nature of Destiny, it is highly recommended that Destiny be installed on a dedicated server.

Follett supports customers who run Destiny on supported Operating Systems, whether or not they are running in virtual environments. However, Follett does not support the configuration of the virtual machine environment and is not responsible for any interactions or issues from the use of thevirtual hardware abstraction layer.

When a customer with an active technical support agreement indicates that they are running in a virtual environment, Follett Technical Support personnel makes their best effort to resolve the problem.

Follett will not require customers to recreate and troubleshoot every issue in an environment that is not virtual; however, Follett does reserve the right to request customers to diagnose certain issues in a native certified Operating System environment. Follett will only make this request when if the virtual environment could be a contributingto the issue.

If a customer is reporting performance (response time and throughput) issues, Follett will require the customer to set up Destiny in a non-virtual environment before proceeding to troubleshoot. If the problem cannot be recreated in a non-virtual environment, it will be considered to be related to the virtual environment and not a Destiny-related issue to resolve.

When installing Destiny in a virtual machine environment, the same resources needed in a standalone (non-virtual machine) installation should be used for the virtual machine installation. To learn more, see Destiny and Virtual Machine Technology FAQ.

Additional virtual machine information

Virtual machine technology is a third-party (non-Follett) solution that enables multiple operating systems (such as Microsoft Windows® and Linux®) to execute concurrently on the same physical (Intel®/AMD™/x8-based) machine. Virtual machine configuration is transparent to the “guest” operating systems and the applications or middleware that operate above those operating systems.

Technical support

For technical product issues, including how-to procedures and error reporting:

Destiny email  techsupport@follettsoftware.com

Destiny International email  internationalsupport@follettsoftware.com

Phone support  800.323.3397 + Option 2

Customer service

For ordering and billing/payment issues:

Email  softwarecs@follettsoftware.com

Phone support  800.323.3397 + Option 1

For a printable version, see FSS Technical Support Policy Statement for Virtual Machine environments.