VMware Cloud Community
patbuser
Contributor
Contributor

Exchange 2007 in VM, MS won't give support

Hey everyone

I'd like to hear about your experience on this.

We have already implemented several Exchange 2007 installations on ESX Server and don't have any major issues so far.

One of our customers has now a problem on Exchange (some free/busy issue) and we opened a support incident at Microsoft for this. Now Microsoft says: Before we help you, you must proove that the problem isn't related to the VMware environment! haha very funny, thanks for the help! That's how Microsoft treats their Gold Partners....

Obviously MS won't help us here until we prooved it's not a VMware issue.

What is you experience on this and how are you dealing with this? Simply lie about the fact that the installation is on a VM and not physical? I'm quite sure that we are not the first to bounce at Micorosoft Support because of this.

Any input is greatly appreciated

regards,

Patrick

Reply
0 Kudos
7 Replies
jguzmanr
Enthusiast
Enthusiast

I've always thought that for exchange and sql, you should always use rdm's for any drive except the c: drive. Not only do you remove a layer on the disk I/O, but this will enable you do to a v2p and a p2v fairly quickly since you only have to do the c: drive.

Reply
0 Kudos
dpomeroy
Champion
Champion

I guess you don't have a Premier support contract then?

First thing with any vendor is don't tell them their software is in a VM.

Second escalate up the chain of command and get them to at least give you a "best effort" to fix your problem without having to duplicate it first, this should be a last resort after all other possibilities are exhausted.

Third is to do a V2P onto physical hardware and see if the problem remains. This is better than trying to "reproduce" on physical hardware as any new install isn't going to be exactly the same as the VM with the problem.

Don Pomeroy

VMTN Communities User Moderator

Full_Halsey
Contributor
Contributor

We have SQL and Exchange running as VMs. I have called Microsoft and haven't been denied "best effort" yet. I would recommend you get in touch with your Microsoft TAM and have them turn the heat up.

Good luck.

Reply
0 Kudos
stvkpln
Virtuoso
Virtuoso

We've had a similar experience with Microsoft (we have a premier support contract). We recently had a ticket that was open for nearly a month with ISA that got escalated up two tiers of support before anybody even said a word about the fact that it was running on a virtual platform of any variety. Eventually, the issue was identified as being bug that was resolved if 2003 SP2 was installed, and once we applied SP2 to the affected system, life went back to normal! The experience, was overall, very encouraging. There was a lot of work and troubleshooting that went on with Microsoft prior to them coming back and even suggesting possibly having to replicate on physical hardware.

The bottom line here is that if they don't ask you what type of hardware the app is running on, don't tell them. Before virtualization became a more mainstream concept, did anybody ask if you were running the app on a Dell, HP, or IBM box? Nope, they didn't care.Same rules should apply here.

-Steve
Reply
0 Kudos
virtualdud3
Expert
Expert

As others have said, don't "volunteer" that this is a VM.

Second, you can try calling back and start a new incident with a new tech (since you are a Gold Partner, I believe you will have free "system down" support for customers' systems). Sometimes it all depends on person you are working with. Most of the folks you speak with will be contractors, and often they really don't care whether or not it is running in a VM.



###############

If you found this information useful, please consider awarding points for "Correct" or "Helpful". Thanks!!!

############### Under no circumstances are you to award me any points. Thanks!!!
patbuser
Contributor
Contributor

thanks for your input guys!

I think we'll give it a try with a new incident and just don't talk about the VM and see what happens. As a next step we'll have a word with our MS TAM.

I'll keep you informed about the outcoming

Reply
0 Kudos
Gabrie1
Commander
Commander

Hi

Hope to hear from you how things went a long. MS Support is a major discussion at my customers site before we can move to virtualising Exchange.

Gabrie

http://www.GabesVirtualWorld.com
Reply
0 Kudos