vSphere Storage APIs for Virtual Volumes (VVols)

VMware Platform Extensibility Program

vSphere Storage APIs for Virtual Volumes (VVols)

Program Guide V.2.2 .4 / R el ease d 0 4/08/15

v Sp h e r e S t o r ag e A P I s forV i r t u a l Vo l u m e s ( VVo l s )

Table of Contents 1. Introduction .................................................................................................................................... 4 1.1. Welcome ........................................................................................................................................ 4 1.2. General Participation Requirements ....................................................................................... 4 2. Program Engagement Package Fee ............................................................................................... 5 2.1. Program Engagement Packages ................................................................................................. 5 2.2. VMware Development Support .................................................................................................... 5 2.3. Certification Fee ............................................................................................................................ 6 2.3.1. Certification Support Fee .......................................................................................................... 6 2.3.2. Certification Log Submission Fee ............................................................................................. 6 2.3.3. Certification Equivalency Fee .................................................................................................. 6 2.3.4. Re-Certification Fee ................................................................................................................... 6 3. Program Components & Process Flow ........................................................................................... 6 3.1. Program Guidelines and Product Roadmaps ............................................................................ 6 3.1.1. Program Requirements and Platform Extensibility Program Agreement ............................. 6 3.1.2. Product Roadmap Exchange .................................................................................................... 7 3.2. Pre-release Development Engineering Engagement ................................................................. 7 3.2.1.1. Development Consulting Guidelines and Process .............................................................. 7 3.2.1.2. Partner Contacts .................................................................................................................... 7 3.2.1.3. Project Tracker and DCPN ................................................................................................... 7 3.2.1.4. Partner Internal Triaging Process for Suspected VMware Product Issues ....................... 7 3.2.1.5. Understanding Support Priorities .......................................................................................... 7 3.2.1.6. Development Consulting Scope ............................................................................................ 8 3.2.2. Developer’s Kits and Suites ...................................................................................................... 8 3.2.3. Certification Kits and Suites ..................................................................................................... 9 3.2.4. Other Pre-Release builds .......................................................................................................... 9 3.2.5. Development Licenses .............................................................................................................. 9 3.2.5.1. Assistance with VMware vSphere, and vCenter Server .................................................... 10 3.2.6. Release Requirements ............................................................................................................ 10 3.2.6.1. Certification Requirements .................................................................................................. 10 3.2.7. Free/Open Source Implementation Requirements …………………………………………………….. ………..10 3.3. Release Logistics ......................................................................................................................... 10 3.3.1. Packaging, Signing and Installation ....................................................................................... 10 3.3.2. Special Release Considerations ............................................................................................. 11 3.3.3. VMware Logos ....................................................................................................................... 11 3.4. Post Release ................................................................................................................................ 11 3.4.1. VMware Signed ........................................................................................................................ 11 3.4.2. Support Policy .......................................................................................................................... 11 3.4.2.1. VMware Support Experience ............................................................................................... 11 3.4.2.2. Partner Support Experience ................................................................................................ 12 3.4.2.3. Requirements and Process ................................................................................................. 12 3.4.2.4. Transfer of Information (TOI) ............................................................................................... 13 3.4.3. Sustaining Policy ...................................................................................................................... 13 3.4.3.1. Hot Fix Process ..................................................................................................................... 13 3.4.3.2. Hot-Fix and Update Distribution Process ........................................................................... 13 3.4.3.3. Re-certification of Modified Partner Software ................................................................... 13 3.4.3.4. Partner Software Binaries ................................................................................................... 14


4. Re-Certification ............................................................................................................................... 14

4.1. VMware Platform Triggers .......................................................................................................... 14 4.2. Partner Product Triggers ............................................................................................................. 14 4.3. Compatibility/Equivalency Claim Process ................................................................................. 14 5. VMware Product Backward Compatibility .................................................................................... 15 6. VMware Compatibility Guide Posting ............................................................................................ 15 Appendix A: Key Web Links .................................................................................................................. 16 Appendix B: Program Checklist (Guidance Purposes Only) ................................................................. 17 Appendix C: Transfer of Information (TOI) ............................................................................................ 18 Appendix D: Support Flow Chart - Customer Contacts VMware ......................................................... 19 Appendix E: Support Flow Chart - Customer Contacts Partner ........................................................... 20 Appendix F: VMware Pre-Release Material(s) and VMware Development Kit(s) .............................. 21 Appendix G: Partner Contact Information ........................................................................................... 22 Appendix H: Equivalency and Compatibility Form ................................................................................ 23 Glossary of Terms/Acronyms ............................................................................................................ 25


1. I nt r o d u ct i on

1.1. W e lc om e

Welcome to the VMware vSphere Storage APIs for Virtual Volumes (VVols) Program (referred to herein as “the Program”).

Virtual Volumes, or VVols is a new VMware technology that enables arrays to deliver a rich set of features such as snapshots, cloning, and replication and can co-exist along with traditional LUN based datastores. VMware will provide the target major VMware vSphere™ release at a later date. VVols itself is evolving and will go through further development over subsequent vSphere releases. Currently the APIs are proprietary but we are working with the T10 Standards Committee to make this technology ubiquitous for the storage ecosystem.

This Program is primarily for technology adoption of VVols that cuts across other programs. This Program enables VVols support for partners in those other programs as needed.

The VVols Program allows partners to enable their storage arrays to support granular virtual disks and deliver better services optimized for vSphere releases. Through this program, we offer a comprehensive set of tools and resources to help storage array partners develop and certify virtual volume capable firmware and out-of-band management components in accordance with VMware’s API Specifications.

This guide explains the Program requirements, as well as the program management and engineering engagement, support, and maintenance workflows of the Program for those of our partners who have joined the Program (“Partner”).

Partner is offered a host of benefits, including access to collaboration with VMware in a secure and private Ecosystem & Solutions Engineering developer’s site (VMware Developer Center and Develop Center Partner Network), consultation with VMware Ecosystem Engineering, and communication updates.

1.2. G ener al P ar t ic ipa t ion R e quir e m e n ts

Each Partner hereby agrees to satisfy the following requirements as a condition to joining the Program: • Establish and maintain membership in the VMware Technology Alliance Partner (TAP) program at the Elite, Premier or Global partner

levels • Execute the VMware Platform Extensibility Program Agreement and the VVols Program Addendum (together, the “Program Agreement”); • Execute the Ecosystem Engineering Master Services Agreement and the VVols Statement of Work (together, the “VVols Services

Agreement”); • Pay all requisite Program Fees, as stipulated in the VVols Services Agreement; • Meet and follow product support requirements (see Section 3.4) • Ensure that Partner’s development and testing teams have been properly trained on VMware vSphere • Package and distribute Partner Software in accord with Program release process; and • Payment of all associated Program Fees.

This Program may be amended periodically at the sole discretion of VMware, including but not limited to: • Requirements for TAP program enrollment • Business and engineering processes to certify Solutions • Certification tools, documentation, or other related materials • Policies to list partner products on the VMware Compatibility Guide (VCG) • Align Partner’s internal engineering groups to facilitate the development of an out-of-band component, i.e., the “VASA Provider”, which will

be tightly coupled with storage firmware (and/or microcode). The Partner developed VASA Provider and the array’s Firmware/Microcode (the “Partner Software”) will be required for most operations performed on VVols.

• Membership in the Program is effective on the date the Partner meets the participation requirements and a private project is opened. Program membership is valid for the duration specified in the Agreement. For details on Termination, please review the “Term and Termination” section of the Program Agreement.

• When there is an update or change, VMware will notify its partners through appropriate communication channels provided herein. It is your responsibility to ensure that the communication channel with VMware is up-to-date, open and effective, and to comply with VMware’s policies and requirements promptly.


2. Pr o g r a m Engage m e nt Pac kage F e e

Program Engagement Package Fee covering the benefits cited in this Program Guide are set forth below. The paid Fee is non-refundable and non-transferrable and is applicable only to the specific vSphere major release version of the Program for which the Package was purchased. Partner shall pay to VMware the Program Engagement Package Fee as stipulated in the VVols Ecosystem Engineering Master Services Agreement and is due within thirty (30) days after the effective date of the Program Agreement. Partner must pay this Fee in full before VMware will list the Partner Software in any compatibility guide(s), even if Partner otherwise fulfills all other Qualification Requirements. The Fee covers the value of the corresponding package as described below.

2.1. Pr og r am Pricing

The VVols Program subscription-based pricing will be $15,000 per year. This will include access to the VVols API. Any development consultation must be purchased separately. Please refer to section 2.3 for Certification Fee.

2.2. VM war e D evel o pm ent Su ppo r t

Development consultation is decoupled from the program pricing. Please purchase development consultation separately.


2.3. Certif ication Fee

For certification under this Program, Partner may submit certification log review(s) and claim forms of equivalency/compatibility to VMware by paying to VMware the applicable Certification Log Submission Fee and Certification Equivalency Fee as indicated below. Partner may elect to purchase certification support on a per incident basis by paying to VMware the Certification Support Fee indicated below.

2.3.1. Certif ication Support Fee

Prior to submitting each certification support request, Partner shall purchase “Premium Engineering Support” via the VMware Store, at the then-current per-incident fee. See:

http://store.vmware.com/store/vmware/en_US/DisplayCategoryProductListPage/categoryID.66193500&ipr=yr

2.3.2. Certif ication Log Submission Fee

Prior to submitting each certification log submission request, Partner shall purchase “Log Submission for Hardware Certification,” via the VMware Store, at the then-current per incident fee. See:


2.3.3. Certif ication Equivalency Fee

Prior to submitting a compatibility/equivalency request, Partner shall purchase “Equivalency and Compatibility Request,” via the VMware Store, at the then-current per-incidence fee. See:


2.3.4. Re-Certif ication Fee

A new major release of ESX will require a full re-certification of any VP & FW. Updates or Upgrades (as defined in the Program Agreement) of the VMware Product will not require a re-certification submission by Partner. However, Partner's modification to a certified Partner Software will require that internal QA tests are successfully performed, as set forth below, and may require re-certification submission.

3. Pr o g r a m Co m po ne nt s & Pr o c e s s F l o w

The Program consists of four components, as listed here:

• Program Guidelines and Roadmaps; • Pre-Release Engineering; • Release Logistics; • Post Release;

The following sections elaborate on the components of this Program.

3.1. Prog ram G uidelines and Produ ct Roadm aps

3.1.1. Program Requirements and Platform Extensibil ity Program Agreement This Program Guide and the Program Agreement provide the terms and conditions of this Program. Partners must agree to the terms of these documents to participate in this Program.


Terms of the Program Guide are subject to change as required to ensure success of this Program. The latest version of the Program Guide is posted in the project area on Developer Center VVols program page.

3.1.2. Product Roadmap Exchange

Periodic roadmap exchanges between VMware and its partners are extremely important. Sharing this information helps in planning for both companies in terms of allocating resources and aligning releases. VMware and Partner will make available the relevant portions of product roadmaps for this program. To coordinate roadmap sharing, contact your VMware Program representative.

3.2. Pre-release Developm ent Engineering Engagem ent

This component includes the tools and resources available to the Partner. All of the Pre-Release Materials and VVols code drops are available via Developer Center.

3.2.1.1. Development Consulting Guidelines and Process

3.2.1.2. Partner Contacts

This Program uses a co-development process which requires the Partner to identify a primary point of contact (such as a Program Manager), an Engineering Manager and/or Technical Lead. Please complete the form in the Appendix G and submit to your VMware Alliances or Program contact. All contact information will be kept confidential and will not be published on any public site by VMware.

3.2.1.3. Project Tracker and DCPN

Partner may submit requests for development assistance via a private development project on DCPN. Only queries related to the Program will be addressed.

Note – Please submit SRs for all certification related queries and general issues not specific to the Program.

3.2.1.4. Partner Internal Triaging Process for Suspected VMware Product Issues Partner’s engineering manager and/or technical lead shall review all suspected VMware Product issues prior to the Partner’s team engaging the VMware co-development engineers. Partner technical contacts shall include the internal assessment when filing a Project Tracker artifact.

Additional pre-requisites to VMware engineering engagement generally include:

• Complete support logs uploaded to the artifact, and • Recreation on special debug builds (referred to within VMware as “beta-type” builds) when reporting a Purple Screen of Death (PSOD).

3.2.1.5. Understanding Support Priorit ies

The priority level is a measure of the relative impact of the technical issue on Partner’s development or certification relative to Partner’s business and release schedule needs. Accurately defining the priority helps to ensure a timely response and helps VMware to work effectively.

• P0 / Showstopper - Means a significant area of development for delivering new functionality is blocked, or a significant area of working

functionality appears to be disrupted, and no workaround is immediately available. A major milestone is at risk, and release of the partner product is expected to be blocked.


• P0 / Teststopper - Means a significant part of a test case area is blocked, and no workaround is immediately available. A major

milestone is at risk. • P1 / Immediate - Means development can continue in a restricted fashion, although release of the partner product might be adversely

affected. A temporary workaround is available. • P2 / Medium or Low - Refers to general usage questions, including cosmetic issues and errors in the documentation.

3.2.1.6. Development Consult ing Scope

The VMware Ecosystem Engineering Services portion of this Program is intended to assist Partner with using software development kit (SDK) and the Certification kit for the VVols Program. The service is focused on providing the Partner with information on how to consume these VMware Products and enabling VVols capability. Development Consulting include, but are not limited to:

• Establish the development environment at the Partner site; • Provide guidance around using supported APIs to achieve better performance; • Assist with isolating a reported problem for the purposes of determining if the issue is with the Partner code or the supported API; • Interact with VMware Engineering to find resolution for a problem discovered with a supported API.

No t e :

• VMware will not provide design guidance on the Partner products in this program. • We will not provide guidance on how to incorporate the sample code for the purpose of ensuring proper use of supported APIs.

There is no guaranteed response times provided through the standard Ecosystem Engineering Service. We will work on P0 issues and try to respond within 3 business days. If your engagement requires an enhanced level of development support, please contact your VMware program representative to discuss enhanced consulting services.

3.2.2. Developer’s Kits and Suites

It is our goal through this Program and Ecosystem Engineering Services to help Partners develop one VASA Provider. Through this VVols Program we will provide consolidated VASA Specification, consolidated VASA SDK aka Web Services Definition Language (WSDL) for all the profiles including VVols profile and Storage Policy Based Management (SPBM). The Partner may choose to get additional Ecosystem Engineering Services for VASA profiles that are not VVols related. Please refer to the “VASA Program Guide” Development Consulting Fee section.

By signing the required agreements, Partners may receive access to:

i. VVols VASA 2.0 Programming Guide The VASA Programming Guide will contain a complete list of APIs that are supported by the program. There are optional profiles and subset of the APIs that are required. All partners must implement required APIs to be compliant with the program. This subset is spelled out in the VASA Programming Guide. Partners may choose to implement all, some, or none of optional APIs. Each optional API defines a profile that must be completely implemented. All optional API’s that are implemented must pass certification testing.

This document is also known as API Specification. Partners will get the comprehensive that helps partners develop out-of-band management component called VASA Provider. Scope of VASA will be expanding in the major release of vSphere and encompasses traditional LUN profiles as well as VVols profiles. Partner will have access to the VASA 2.x specifications that outlines various profiles. The VVols program will deliver all the VASA enhancements.

Note: VASA 2.0 may have other profiles that may or may not be applicable to VVols. E.g., IO Statistics Profile that works with VCOps can provide per VVols statistics.

No t e : S P BM 2 . 0 i s a p p l i c a b l e f o r VVol s pr o f i l e o nl y and no t f o r V M F S d at as t o r e s .

ii. Development SDK

This includes Web Services Description Language (WSDL), Programming Guide, and VVols VASA API’s exposed in vSphere 2015 private releases to VVols partners.

iii. Updates to Multipathing plugin (MPP)


Partners who have developed Multipathing Plugin (MPP) via API’s for Pluggable Storage Architecture program (“PSA program”) will be provided with an updated DevKit and sample code to update the MPP for proper operation with VVols-based storage. Please refer to the PSA Program guide for details.

iv. Backup/Restore

Storage backup vendor who are enrolled in the VADP Program will use VADP APIs that will enable using VVols datastores similar to LUN datastore. SAN Transport mode does not work for VVols as there are no logical block addresses. Please refer to “VADP” Program for details.

v. Statistics per VVols

IO Statistics profile will be useful in debugging any component issues in the IO path besides providing IO Statistics per VVols. This will be exercised through another VCOps program.

Partners shall develop a VVols based Solution using only VMware APIs released through an official development kit and the API specifications provided through this Program.

Access to vSphere, vCenter Server and other VMware products are available through VMware beta programs for major and minor releases. Partners are nominated for VMware vSphere Beta via the VMware Program Manager or another authorized partner representative.

3.2.3. Certif ication Kits and Suites

i. Certification Kit VMware will provide the Certification kit to Partner at a later date. It will include technical certification requirements called “VVols Certification Guide” along with test suite. VVols Certification Guide will guide Partners in qualifying Partner’s VVols VASA Provider Software. The test suite will have options to certify various VASA Profiles with pre-selected test cases to run that are applicable to that profile. Selecting VVols Profile will allow certifying both VVols storage and VASA Provider along with SPBM. The test suite will only allow partners to submit results that demonstrate the required APIs pass and all optional APIs that are implemented pass. If an implement optional API fails it will be deemed that the certification fails. For unimplemented optional API, the VASA provider is expected to return the proper error code; otherwise it will be deemed that the certification fails.

ii. Equivalency/Compatibility guide

VMware will provide an updated Equivalency/Compatibility guide of the VASA Provider including VVols profile and storage array firmware. Storage Hardware Equivalency/Compatibility will apply for a given certified VASA Provider. However if either the VASA Provider or Firmware/Microcode or both are changed, then it can trigger recertification to certify both the Partner Software.

3.2.4. Other Pre-Release builds

VMware provides access to Pre-Release Materials via:

• Official milestones, such as the official beta program for beta, RC, and GA milestones. • Unofficial milestones, which refers to any point in time other than beta, RC, and RTM. To request access to such bits, please contact your

VMware Program Manager and provide a short justification for consideration.

As part of unofficial-milestone build delivery, VMware may provide beta-type builds of vSphere bits. Please note the following when choosing to use such builds:

• Only the VMware ESXi installer bits are provided as beta-type builds. • Beta-type and release-type builds are built from the same VMware changelist, but they do not have the same checksum. • Beta-type and release-type builds are functionally the same for dev kit files; checksum differences do not indicate a real difference. • Mixing different build types may lead to PSODs and unpredictable behavior.

Scalability and timing-sensitive functionality should be qualified only on release-type builds. Beta-type builds include debugging code and symbols, which occupy system resources and can impact this type of testing.

3.2.5. Development Licenses

The Partner Primary License Administrator manages the not for resale (NFR) licenses used for co-development of new releases using the VMware License Portal (http://vmware.com/admin/login.portal). To add or modify license administrators, see http://kb.vmware.com/kb/1012219.


For assistance with VMware licensing issues, email [email protected] or call the TAP Alliances group at 866 524 4966.

3.2.5.1. Assistance with VMware vSphere, and vCenter Server

As defined by the VMware Technology Alliance Program, Partners are entitled to receive (beyond Program related issues) support on NFR products via the VMware Global Support Services team. See http://www.vmware.com/partners/programs/alliances/support.html for program benefits and http://kb.vmware.com/selfservice/microsites/search.do?cmd=displayKC&externalId=2006985 for instructions on how to request support.

3.2.6. Release Requirements

There is no plugin development on vSphere for VVols capable arrays. Upon successful completion of certification testing and VCG posting, Partner will distribute the Partner Software on its company website and provide the valid link to VMware for reference in VMware Compatibility Guide (VCG). Partner is only allowed to distribute Partner Software after it is listed on the VCG.

3.2.6.1. Certif ication Requirements

Certification under this Program follows the Storage Hardware Certification program that uses an SR ticketing system. Please do not post certification related queries on DCPN that is meant for development support. The process of submitting certification, per incident support request and claiming equivalency/compatibility for VVols to VMware is the same process as the standard Hardware Storage Certification program. Also refer to the Equivalency/Compatibility section below and the Form in Appendix G.

Please refer to the following document for details on the certification submission process.

• Frequently Asked Questions (FAQ) about New Partner Service Offerings (available on VMware Partner Central) • Getting Started to Use New Partner Service Offerings http://www.vmware.com/go/enablement/GettingStarted.pdf

Within VMware, the Ecosystem Engineering team is responsible for the certification process.

3.2.7. Free/Open Source Implementation Requirements

Partner must inform VMware in advance about its intent to release the Partner Software under a free/open source license or plan to contribute the Partner Software to a free/open source project and address any concerns that VMware may identify prior to any release. For any such release of Partner Software, all of the following additional requirements apply:

• As stated in the Program Agreement, Partner is generally only allowed to distribute Partner Software after it meets the Qualification Requirements and thus is listed on the VCG. However, in this limited scenario, Partner may submit the Partner Software to the free/open source project prior to meeting the meets the Qualification Requirements if, thirty (30) days prior to submission to the project, Partner submits the Partner Software (in both source code and binary code form) to VMware for review on DCPN. VMware will review the request and provide a response within fourteen (14) days. VMware and Partner will work together to resolve any issues that are identified.

• Partner may not distribute any VMware Pre-Release Materials and VMware Development Kits (or any part thereof) in the Partner Software, and may not make these materials available to other participants to the free/open source project.

• For any versions of the Partner Software that have not met the Qualification Requirements prior to submission to a free/open source project, Partner must clearly indicate, either on the free/open source project page or in the documentation for the Partner Software, that the Partner Software is not VMware-certified.

• For Partner Software that has been certified, Partner must also clearly indicate, either on the free/open source project page or in the documentation for the Partner Software, that VMware’s certification of a particular version of the Partner Software does not extend to modified or forks of the certified version of the Partner Software.

• Partner will work in good faith with VMware to modify the free/open source project page or in the documentation for the Partner Software, if VMware becomes aware of end users who are misled regarding the certification status of the Partner Software.

3.3. Release Logistics

This component covers the area related to release and availability of the product.

3.3.1. Packaging, Signing and Installation


• Pa c k a g i ng

VMware requires that Partner maintains version control of the Partner Software. It is expected that such versioning follow typical incrementing major version/minor version semantics so that customers and VMware support can identify the released version and identify it as listed on VMware Compatibility Guide.

• Si g n i n g

Both the Storage firmware and VASA Provider are not signed by VMware or partner.

• De l i v e r y Partner is responsible for distribution logistics for providers. No Partner software is bundled with vSphere. There will be a reference link from the VMware compatibility guides to partners’ VASA provider landing page as outlined below. Partners should have their own EULA for distributing Partner Software.

• VAS A P r ov i der L andi ng P age

VMware will reference our partners landing page from the VMware compatibility guide. It is important that end customers are able to get to specific landing pages and that the landing page goes live at the same time as the posting at vmware.com. Please refer to the “VASA Program” for the criteria to list on the landing page.

For VVols profile, the storage array firmware and VP are to be certified together. In addition to the list provided in the VASA Program, you need to call out, • List of supported arrays and firmware versions certified with VVols profile.

It is partner’s responsibility to manage their compatibility listing on the VASA landing page to be accurate and in sync with VMware Compatibility Guide.


• In s ta l la t io n Prior to VMware vSphere GA release, VMware will provide release notes and limitations on configuration to Partner. Upon vSphere GA release and VCG posting, VMware will provide VVols installation documentation on vmware.com. Partner should provide their Partner Software installation documentation to customers.

3.3.2. Special Release Considerations

• All Partner Software licensing information, download instructions, and order processing information must be made available by Partner on

the Partner website and/or through the Partner’s support process. • VMware does not expect that Partner should have a need to include any open source software (OSS) as part of a Partner Software. In the

event that Partner, at its own discretion, chooses to use and distribute OSS, however, Partner takes on full responsibility and liability related to its compliance with any applicable OSS license terms.

• Partner must provide documentation in the Partner Software package detailing the encryption used in their Partner Software to the extent necessary to comply with applicable export regulations.

3.3.3. VMware Logos

Once the Partner completes successful certification under the terms of the Program, the Partner is eligible and authorized to use the VMware Ready Certified logo for its Partner Software(s). As long as Partner:

• Maintains membership in the VVols program • Complies with VMware Ready usage guidelines

Complete requirements, conditions, and usage guidelines for the VMware Ready program are available at Partner Central under the ‘VMware Ready Certified Programs’ page accessible from the ‘VMware Ready’ link. For more information, see VMware Ready Program Guide.

3.4. Post Release

This component includes support and sustaining policy.

3.4.1. VMware Signed

There is no signing of Partner Software required for this program.

3.4.2. Support Policy

For the duration of Partner’s participation in this Program and to retain certification status, the Partner must maintain Enterprise level membership in the Technical Support Alliance Network (“TSANet”, www.tsanet.org). The Partner must comply with specific terms and recommendations regarding validation, support, and associated customer communication as outlined in TSANet guidelines and this Program Guide.

3.4.2.1. VMware Support Experience

If a customer calls VMware for Partner Software support and opens a support request (“Support Request”):

• VMware will make reasonable efforts to isolate the suspected software problem. If in VMware’s estimation the problem turns out to be a Partner Software issue, VMware will redirect the customer to the Partner’s support organization. Support Requests will be resolved by the Partner in accordance with the applicable support agreement between the customer and Partner.

• If initial troubleshooting efforts cannot isolate the problem between the Partner’s Product and VMware’s Product, VMware will escalate the issue to its second level and third level engineering.

I f V M w a r e n e e d s to e s c a la te a n is s u e to th e P a r tn e r , V M w a r e c a n

• Use the contact information provided in accordance with Section 6 of this Program Guide; or • Open up a TSANet call;

In either scenario, Partner is expected to respond in accordance with the support agreement in place between the Partner and customer.

For non-urgent issues, VMware can e-mail the Partner’s DCPN alias.


3.4.2.2. Partner Support Experience

If a customer calls Partner for a Partner Software support, the Partner must make reasonable efforts to isolate the suspected software problem. If in Partner’s estimation the problem is a VMware issue, Partner’s VMware technically knowledgeable person or VMware Certified Professional (the “Partner VMware Technical Resource”) should first make a reasonable effort to isolate the suspected software problem to the VMware Product. The Partner should gather appropriate logs and be prepared to describe efforts made to troubleshoot the problem. The Partner must ensure the Partner Software is listed on VMware’s VCG list prior to contacting VMware.

Partner will contact VMware using one of the following methods:

• The Partner may request the customer (who has a valid support contract with VMware) to open a Support Request directly with VMware; • The Partner may also request the customer (who has a valid support contract with VMware) to open a Support Request directly with

VMware and list the Partner VMware Technical Resource as the primary contact on their Support Request. This will ensure that VMware works directly with the Partner to resolve this issue; or

• Partner may request the customer (who has a valid support contract with VMware) to add the Partner VMware Technical Resource as a system administrator to the customer support contract. This will entitle the Partner VMware Technical Resource to open a Support Request directly with VMware Global Support Services on behalf of the customer.

If the Partner needs to escalate an issue with VMware, Partner can either:

• Use one of the above methods to contact VMware and follow the escalation process defined by VMware support policies at

http://www.vmware.com/support/policies/escalation.html. • Open up a TSANet call.

In either scenario, VMware is expected to respond in accordance to the customers support agreement VMware has with the customer.

For non-urgent issues, the Partner can raise a case on DCPN.

3.4.2.3. Requirements and Process

1. General Support Terms

a. Partner must provide information reasonably necessary for VMware support, such as problems, system configuration and conditions with which said problems occur, related to open VMware and Partner Software Support Requests.

b. Partner shall provide VMware with a full copy of Partner Software and associated supporting software with royalty-free licenses to be used

for internal VMware support and training purposes only.

c. Partner shall either: (a) provide direct access to the storage platforms and ESX environment in which the Partner Software functions; or (b) at its own expense, provide VMware with the storage platforms in which the Partner Software functions for VMware’s support and training purposes only. Such storage platforms shall be returned to Partner upon request by Partner, or termination of Partner participation in this Program, whichever comes first at VMware’s own expense.

2. Support Training

a. Partner shall provide VMware with copies of all relevant training materials for the purpose of training VMware’s personnel in the support

of Partner Software at no cost to VMware. Partner shall provide any additional relevant training materials at no charge upon the availability of any Updates or Upgrades of Partner Software.

b. Partner will make reasonable efforts to provide formal technical Support training to VMware at least thirty (30) days prior to launch of a

Upgrade to Partner Software under this Agreement at no additional charge. For Updates, a write-up of what was addressed in the Update is sufficient.

c. Partner will provide VMware with technical support troubleshooting training, tools and access to Partner’s knowledge database, if any,

necessary to allow VMware to provide Level 1 and 2 support to VMware’s customers.

d. Partner will provide training to VMware at VMware specified locations. Training may be conducted in person or by WebEx.


e. VMware will send a core group of technical support engineers (“TSEs”) in addition to subject matter experts (“SMEs”) to these sessions

who will handle initial call volume. The SMEs will provide follow-on training to VMware should it become necessary.

f. Partner will provide Partner Software, related documents and necessary instructions to create a lab environment for training labs to assist with follow on training.

3.4.2.4. Transfer of Information (TOI)

In addition to the above training requirements, Partners are required to provide a training session with select VMware groups as outlined in Appendix C of this Program Guide.

3.4.3. Sustaining Policy

Partners are responsible for maintaining the Partner Software by fixing any bugs, security issues and updating and/or upgrading such Partner Software to support new or existing certified arrays in a timely manner, for as long as such release is to be supported in accordance with the VMware support policy.

Note, any major change to the Partner Software may impact its certification status. It is highly recommended that the Partner engineering team work closely with the VMware Ecosystem Engineering Program Manager during the Partner Software sustaining process. Refer to the next section for details regarding providing customers a Hot Fix (defined below) as well as how to re-certify a modified Partner Software.

Partners must have two VMware Certified Professional (VCP) support staff on board.

3.4.3.1. Hot Fix Process

Should the need arise to provide a customer an immediate fix to address an urgent issue (a “Hot Fix”) Partner must follow the process defined below. In order to make the Hot Fix available to all customers, Partner must either submit a full re-certification of the modified Partner Software or follow the process below.

• VMware considers a Hot Fix as addressing a specific critical issue found by customer(s). Hot Fix is not a mechanism to add features or

functionality to an existing Partner Software. • When a Hot Fix is necessary Partner will generate the Hot Fix, notify VMware that it was created, tested and distributed to those

experiencing the problem addressed by the Hot Fix. VMware strongly recommends that the Partner run at least a subset of the certification tests against a Hot Fix before it is released.

• Partner must provide sufficient detail regarding the symptoms and description of the bug to VMware so that VMware support can direct customers with new reports of the bug to the Partner. This information needs to be communicated to VMware by completing the Partner Software Hot Fix Notification Form.

• Partner’s support organization will distribute the Hot Fix on a customer by customer basis via a non-public distribution mechanism. Partner will also provide an estimate as to when the fix will be rolled into an update to the Partner Software and request a re-certification.

• Partner will notify VMware if and when Partner provides a Hot Fix to a customer with related information necessary for VMware to identify a customer’s installation of such Hot Fix. VMware will use such information solely for purposes of providing appropriate support to customers using versions of the Partner Software that implement the Hot Fix.

• Partner will provide the Hot Fix itself to VMware with instructions on how to install the Hot Fix. • Any changes to the Partner Software will need to be re-certified as described below

3.4.3.2. Hot-Fix and Update Distribution Process

There is no VMware Plugin to be distributed. Partner will distribute Partner Software.

3.4.3.3. Re-certif ication of Modified Partner Software

• If the Partner modifies a certified Partner Software, Partner should run its internal QA tests successfully to be considered for re- certification.

• In general, VMware recommends running all the certification tests.


3.4.3.4. Partner Software Binaries

Partner is required to provide a complete set of binaries for all Partner Software submitted for certification. The binaries must be provided at the time of submission and will be used by VMware to support the Partner Software. Partners under this Program are not required to provide source code for Partner Software. Partner Software binaries provided to VMware are restricted to internal use only for support, QA, and development purposes in accordance with the terms of the Agreement. Partner Software binaries cannot be distributed or used for any purpose other than support of the Partner in the Program.

4. Re - Ce r t i f i c a t i o n

4.1. VM ware Platform Triggers

A new major release of VMware vSphere will require a full re-certification of all Partner Software. Partners will be notified no later than the beta timeframe of the upcoming release dates for the major release.

4.2. Partner Produ ct Triggers

Note that for VVols Profile, VASA Provider and Storage Firmware are interdependent.

Major releases of array firmware will require a full re-certification; additionally, minor releases and updates of array firmware will also require a full re-certification if VMware determines in consultation with Partner that the changes will affect compatibility between the array, Partner Software and VMware Products.

When partners release a major version of the VASA provider, recertification of VASA provider is required. Partners are encouraged to run VASA provider certification tests in addition to their own QA tests when making changes to the VASA provider, array management software, or array firmware that expose potential issues.

Below are the guidelines for code change in VASA provider that will trigger re-certification:

• Minor/major VASA provider bug fix, hot fix, or revision except for minor changes indicated in the Compatibility/Equivalency Claim process section below. • Implementation of additional code for optional VASA provider APIs • Implementation of new profiles or modification to existing profiles in VASA provider

4.3. Com patibi l i ty/Equ ivalency Claim Process

As defined in the VMware Ready VCG qualification process (documentation available to Partners on the VMware Partner Central website), Storage HW equivalency and compatibility status may be granted to a new Partner array which interoperates with the Partner Software. In this case Partner will request a re-certification of all or a subset of the Partner Software certification tests if VMware determines, in consultation with Partner, that any changes in the array will affect compatibility between Partner Software and VMware Products.

Partner can submit a compatibility/equivalency claim using the VASA Provider Compatibility and Equivalency Form (see Appendix G). VMware will not require a full recertification of the VASA provider that meets the compatibility/equivalency criteria list below. Upon successful review of the claim, updates will be made to the Compatibility Guide to reflect the change(s).

Equivalency Criteria:

For a new partner hardware platform that interoperates with their existing VASA provider, partners may make a request to VMware to add a new hardware platform model to the existing supported models under the certified VASA provider in the VCG list. The new partner hardware platform must be posted on the VCG. In this case, the VASA provider version does not change.

Compatibility Criteria:

Partner may make a request to VMware to claim VASA provider compatibility using the following criteria: 1. Simple code change to modify provider name or version format text 2. Simple code change to modify partner hardware platforms models or firmware version format text 3. A VASA provider is compatible for an OEM partner and their branded products. In this case it is expected that the compatibility claim will come from either the OEM partner or the partner but is agreed by both parties and that the program policy and download page requirements are met.


5. VM w ar e P r oduc t B ac kw ar d C om p at i b i l i t y

VMware will make efforts to maintain backward compatibility between VMware ESXi/VMware Server update releases. Even with these efforts, however, VMware cannot guarantee that compatibility will not be broken. In the event that backward compatibility is not maintained and recertification is required, VMware will notify the Partner and work to re-certify the Partner Software in a timely fashion.

6. VM w ar e C om p at i b i l i t y G ui de Po s t i ng

For VASA Provider listing, refer to the “VASA Program” section that describes VMware policies related to the posting of certified VASA providers. Storage Hardware will have a new Feature called “VVols” that will display both the firmware and VASA Provider certified.

v Sp h e r e S t o r ag e A P I s forV i r t u a l Vo l u m e s ( VVo l )

Appendix A: Key Web Links

St o r a g e Pa r t n e r s p e c i f i c i n f o r m a t i o n

VVols project: https://developercenter.vmware.com/group/storage/vvols/certs/6.0

VASA project: https://developercenter.vmware.com/group/storage/vasa/certs/6.0

VMware Developer Center (Login ID required – same as My VMware login): http://developercenter.vmware.com/home

VMware Developer Center Partner Network (Login ID required – same as My VMware login): https://dcpn.force.com

VM w ar e P r oduc t D ow n l oads

VMware vCG: http://www.vmware.com/resources/compatibility/search.php?action=base&deviceCategory=san

Ge n e r a l S u p p o r t R e s o u r c e s

Technology-related information—such as knowledge base articles, documentation, and user groups—can be found at https://communities.vmware.com/welcome.


Appendix B: Program Checklist (Guidance Purposes Only)

The following list provides high level workflow of Program participation.

1. For new Partners - Join the Program: a. Sign the Program Agreement and return to [email protected], or as otherwise directed by VMware b. Counter-signed Program Agreement will be provided by [email protected], or as otherwise directed by VMware

2. For new Partner - DCPN account setup: a. Follow the DCPN welcome email, submit member list for the private project and follow the processes indicated in the forms. b. VMware will notify you upon creation of the account. Login to ensure landing page is accessible, where program related

documentation and other material can be downloaded from. c. VMware will also notify you once the VVols certification program page has been created and accessible on VMware

Developer Center, where Certification Kit and other cert related material can be downloaded from. 3. Develop Partner Software. Consult Developer Center VVols project page in case of clarifications and issues during development. 4. Perform certification of the Partner Software. 5. Provide training to VMware as set out in the Program Guide, including Appendix C in order to get VMware Compatibility Guide (vCG)

listing. 6. Provide VMware with the URL location where the Partner Software will be posted.


Appendix C: Transfer of Information (TOI)

Pa r t ne r T O I t r a i n i ng f o r V M w a r e O r g a n i z a t i o ns ( e . g . , support, sales, sustaining engineering, QA, Alliances).

Partner will provide training to VMware on the specifics of supporting the Partner Software. A significant amount of content can be handled through documentation which will keep an interactive information transfer to a minimum. During the interactive session, the Partner should, at a minimum, show VMware personnel the error logs from both good states and failed states, and explain the errors codes (or refer to documentation), so that VMware has a basic understanding of what can be expected when it fields customer calls. The session should have a duration of approximately 2 hours and should be done via WebEx or have some other method that enables recording of the training session. Information that should be documented for VMware with selected parts being presented at the TOI includes:

1. Licensing requirements (yes/no) ? If yes, please provide details

2. Prerequisites for Partner Software installation

a. SW prerequisites (perl, java, array mgmt servers, etc.)

b. HW prerequisites (array HW and firmware versions, visibility, credentials, etc.)

3. Partner Software installation (step by step instructions)

4. Partner Software initial configuration (config files, UI parameters, etc.)

5. Partner Software behavior

6. Relevant troubleshooting guidelines

a. Error messages, what they mean, appropriate remedies

7. Array capabilities and basic administration

8. Need log files with known results

a. What can we expect when everything is running correctly?

b. Sample outputs from known negative conditions

9. Need log files with error messages with a verbose mode option (verbose option to be available but turned off by default; it could be invoked when we could not make a good determination from the default logs)

10. Users Guide/design document for errors

11. URL location where customers download the Partner Software:

12. URL location where customers can see their support policy for Partner Software.

13. Release notes and version Information. It should include information on known and fixed issues.


VMW Support engages

partner via TSAnetchannel.

Partner Supportperforms

troubleshooting

VMW R&D

investigation

VMW supportreports back to

customer with a fix

Partner supportreports back to

customer with a fix

Appendix D: Support Flow Chart - Customer Contacts VMware

Customer reports issue to VMW support. SR

(Support Request) opened

VMW support performs No troubleshooting

Resolved Resolved

No No

VMW product

issue?

Partner Support engages VMW via No TSAnet channel.

Partner’s

product issue

Yes

Yes

Yes

Partner’s R&D investigation

No

No

Resolved?

Resolved? Yes

Yes

Yes No

Partner performs testing to re-cert

MEM

SR closed Pass?

Yes

Updated Partner MEM posted on

vmware.com

Partner’s support request is closed


Partner’s Support engage VMW via TSAnet channel.

VMW support performs troubleshooting

Partner’s R&D investigation

VMW R&D

investigation

Partner performs testing to re-cert

MEM

Appendix E: Support Flow Chart - Customer Contacts Partner

Customer reports issue to partner’s support. (Partner’s Support Request) opened

Partner Support performs troubleshooting No

Resolved

Resolved

No

Partner’s product issue

Yes

No

Partner Support engages VMW via TSAnet channel.

Yes

No

VMW product issue?

Yes

No No

Yes Resolved?

Resolved?

Yes No Yes

VMW support reports back

to customer with a fix

Pass? SR closed

Yes

Partner support reports back to customer with a

fix

New Partner MEM posted

on download site

Partner’s support request is closed


Appendix F: VMware Pre-Release Material(s) and VMware Development Kit(s)

Under this Program, VMware may provide to Partner the VMware Pre-Release Material(s) or VMware Development Kit(s) listed below. Partner’s use of the VMware Pre-Release Material(s) or VMware Development Kit(s) is subject to the terms and conditions of the Program Agreement.

1. VMware Pre-Release Material(s):

• VMware vSphere 6.x • Workbench 3.x and associated plugins • VMware vSphere 6.x Certification Kit for Virtual Volumes • VVols 2015 Specification (VVols Programming Guide) and corresponding Web Services Definition Language (WSDL) specification


Appendix G: Partner Contact Information

Pa r t ne r A l l i a nc e M a na g e r / Pr o d u c t M a na g e r

Employee Name:

Title:

Phone:

Email:

Ro l e a n d Re s p o n s i b i l i t y o f Co n t a c t : Strategic partner alignment, roadmap sharing, and business/legal agreement ownership.

Pa r t ne r Pr o g r a m M a na g e r

Employee Name:

Title:

Phone:

Email:

Ro l e a n d Re s p o n s i b i l i t y o f C on t ac t : Primary point to the partner’s internal team and to VMware for planning and issues prioritization.

Pa r t ne r Eng i ne e r i ng M a na g e r a nd / o r T e c hni c a l L e a d

Employee Name:

Title:

Phone:

Email:

Ro l e a n d Re s p o n s i b i l i t y o f Co n t a c t : Primary engineering contact to the Partner’s internal team and to VMware. Reviews all VMware support requests submitted by the Partner engineering team. Provides an interface to the Partner’s QE organization. Attends all status calls and live debugging sessions with VMware.

Pa r t ne r T e c hni c a l Su ppo r t Co nt a c t

Employee Name:

Title:

Phone:

Email:

Ro l e a n d Re s p o n s i b i l i t y o f Co n t a c t : Manage the support relationship with VMware. Owns and serves as a single of point for all support- related activities, including escalations and managing the TSANet entry. Ensures overall support readiness and training of the Partner support organization to support the new Partner product.


Appendix H: Equivalency and Compatibi l ity Form

Co m p a n y a n d Co n t a c t D e t a i l s Name of Requester Date Contact Phone Number of Requester Contact Email of Requester Company vS p h er e R el ea se a n d C er t i f i ed P r oduc t In f o r m a t io n

Requested vSphere version or versions Name of the company currently providing the VASA Provider certified product

VASA Provider Name/Version (as seen on VMware’s Compatibility Guide)

Equi v a l e nt / C o m pat i b l e Pr o duc t D e t a i l s Nature of Request (Equivalency or Compatibility) Specify VASA provider Name/Version for which Equivalency/Compatibility is requested

VASA Profiles for which equivalency/compatibility is requested

Prerequisite Software Name and Minimum Version for the VASA Provider for which Equivalency/Compatibility is requested

Storage Hardware Product Model Name, Number, and Minimum Software/Firmware Version for which Equivalency/Compatibility is requested

Justification for Equivalency/Compatibility Claim (Provide an explanation)

Note: For VVols profile, the justification should include both the VASA Provider and Storage Firmware

De t a i l s a n d De v i a t i o n s of Equi v a l e nt / C o m pat i b l e Pr o duc t

List and explain differences or deviations from existing VASA Provider certified product. For VVols Profile, in addition, list and explain the differences from existing Storage Firmware/Microcode of the certified array

Pr o g r a m Po l i c y a nd D o w nl o a d “About VASA” text provided by VMware is on the landing page (yes/no)

How to get customer support for your VASA provider is on the landing page (yes/no)

Information on supported arrays is included on the landing page (yes/no)

What’s new in this version information is available on the landing page (yes/no)

v Sp h e r e S t o r ag e A P I s for V i r t u a l Vo l u m e s ( VVo l )

Compatible vSphere version 5.0 is indicated on the landing page (yes/no)

VASA product documentation and installation instructions are available on landing page (yes/no)

Download details provided on the landing page • Provider Name • Provider Version • File type • Posting date • Checksum or other form of download validation mechanism

Cross link to vmware.com VASA page (yes/no) If credentials are required to validate the download page. Provide a user name and password for validation.

User Name: Password:


Glossary of Terms/Acronyms

EASE VMware Ecosystem & Solutions Engineering

SME Subject Matter Expert

TSANet Technical Support Alliance Network

VMware Developer Center (DC) and VMware Developer Center Partner Network (DCPN)

Two secure web-based collaborative development environments used by EASE to complete various types of projects with partners. Also, a location where certification suites and related material may be downloaded from. DCPN is a support site for partners to submit technical questions.

VP VASA Provider

FW Firmware or Microcode

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