Support policy for Microsoft software running in non-Microsoft hardware virtualization software

Hardware virtualization software allows you to run multiple operating system instances simultaneously on a single computer. Microsoft has two software offerings, Virtual PC and Virtual Server, which provide this functionality. Third parties also have software on the market providing this functionality. This article addresses support provided by Microsoft for its software running in conjunction with non-Microsoft hardware virtualization software.

This Article is intended to provide clarity to customers on the support entitlement for customers running Microsoft software in a non-Microsoft hardware virtualization software configuration. In the event that a customer calls Microsoft requesting technical support this type of configuration, the CS agent should provide an indication of the relevant support boundary rather than simply declining support. Suggest text is below.


Microsoft does not test or support Microsoft software running in conjunction with non-Microsoft hardware virtualization software. For Microsoft customers who do not have a Premier-level support agreement, Microsoft will require the issue to be reproduced independently from the non-Microsoft hardware virtualization software. Where the issue is confirmed to be unrelated to the non-Microsoft hardware virtualization software, Microsoft will support its software in a manner that is consistent with support provided when that software is not running in conjunction with non-Microsoft hardware virtualization software.

For Microsoft customers who have a Premier-level support agreement, Microsoft will use commercially reasonable efforts to investigate potential issues with Microsoft software running in conjunction with non-Microsoft hardware virtualization software. As part of that investigation, Microsoft may require the issue to be reproduced independently from the non-Microsoft hardware virtualization software. Where issues are confirmed to be unrelated to the non-Microsoft hardware virtualization software, Microsoft will support its software in a manner that is consistent with support provided when that software is not running in conjunction with non-Microsoft hardware virtualization software.

Third-party software discussed in this article is produced by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of third-party software. Third parties are responsible for the testing of their software running in conjunction with Microsoft software. Microsoft software may not work as intended in third-party virtualized hardware environments.