Microsoft Metadirectory Services Product Support Boundaries (305352)

SUMMARY

Microsoft Metadirectory Services (MMS) is a product that uses scripts and templates to perform its functions. These scripts and templates are typically customized to a large degree at each location where the product is deployed. Therefore, each deployment can be considered to be unique. This article describes the Microsoft Product Support Services (PSS) support boundaries for MMS. Microsoft PSS can provide the following MMS support:

PSS can troubleshoot errors reported in the genlogs.
PSS can help troubleshoot management agents that are generating error messages.
PSS will help determine the cause of incorrect attribute flow rules.
PSS can give examples of Zscript code if a customer is having trouble with a specific function in a template or script.
PSS can help determine the cause of incorrect attribute flow to and from a connected directory, which will entail looking at and troubleshooting attribute flow rule configuration.
PSS will help troubleshoot MMS tools that are included with the product, such as Viacompact.
PSS can provide assistance with disaster recovery. PSS does require however, that a customer has a known good backup, copies of most current templates, or both. PSS will not rebuild an MMS server configuration from scratch.
PSS may be required to bring your database in-house for debugging purposes. Upon completion of the debugging, PSS will delete our copy of the database.
MMS is not a cluster-aware program. Because of this, it is not supported or recommended to run MMS in a Microsoft Cluster Services configuration. If you choose to run it in this configuration, PSS will need to remove the cluster configuration before troubleshooting any issues that may occur.
If PSS cannot reproduce your issue in-house, PSS may be required to help set up a remote debugging session on your MMS computer. If this type of troubleshooting is required, PSS will need your cooperation to obtain access to your network by using VPN.
During the course of troubleshooting an issue, it may be necessary to install a modified file onto an MMS computer for the purpose of gathering more information about the problem or testing a fix for the problem. If a test version of a file is proven to resolve the issue, Microsoft will release the fixed version of the file and that file must be installed on the MMS computer. The test version will not be supported in a production environment after the conclusion of the support incident.

The following services are not provided by PSS. Microsoft offers the below services through Microsoft Consulting Services (MCS). MCS should be engaged if these services are required.

Due to the high degree of customization of MMS scripts and templates, PSS can only support the correct function of the individual instructions contained within a given script or template. PSS cannot rewrite the code of a default or previously customized script or template to suit a particular purpose.
Either writing custom code in the template language to add functionality to the product, or to altering the existing functionality of the product is outside of the boundaries of a support incident.
The customized coding of scripts and templates to suit a particular purpose is considered to be a consulting task.

Note MMS Consulting can also be obtained through an authorized partner.

MORE INFORMATION

In addition, the following guidelines should be followed in regards to working with scripts, templates, and third-party directories:

The unique scripts and templates used at a given site are considered to be owned and maintained by the organization where MMS is deployed and not by Microsoft PSS. Microsoft PSS does not store, maintain, or exercise version control over custom scripts and templates on behalf of customers.
The long term storage, maintenance and version control of custom scripts and templates is outside the boundaries of a support incident.
Scripts and templates received by PSS for analysis during the course of a support incident are deleted after the support incident is resolved.
The writing or coding of custom scripts and templates within the MMS product is outside the boundaries of a support incident.
The debugging of custom plug-ins or modules, called from within MMS scripts, is outside the boundaries of a support incident.
MMS contains several management agents that connect to third-party directories. PSS supports the function of the management agents that connect to those third-party directories. However, PSS does not support the function of the third-party directories themselves. For information related to the function and configuration of a given third-party directory, the directory vendor should be contacted.

Microsoft provides programming examples for illustration only, without warranty either expressed or implied. This includes, but is not limited to, the implied warranties of merchantability or fitness for a particular purpose. This article assumes that you are familiar with the programming language that is being demonstrated and with the tools that are used to create and to debug procedures. Microsoft support engineers can help explain the functionality of a particular procedure, but they will not modify these examples to provide added functionality or construct procedures to meet your specific requirements.