Support From ForgeRock

This appendix contains information about support options for the ForgeRock Cloud Developer’s Kit, the ForgeRock Cloud Deployment Model, and the ForgeRock Identity Platform.

ForgeRock DevOps Support

ForgeRock has developed artifacts in the forgeops Git repository for the purpose of deploying the ForgeRock Identity Platform in the cloud. The companion DevOps documentation provides examples, including the ForgeRock Cloud Developer’s Kit (CDK) and the ForgeRock Cloud Deployment Model (CDM), to help you get started.

These artifacts and documentation are provided on an "as is" basis. ForgeRock does not guarantee the individual success developers may have in implementing the code on their development platforms or in production configurations.

Licensing

ForgeRock only offers ForgeRock software or services to legal entities that have entered into a binding license agreement with ForgeRock. When you install ForgeRock’s Docker images, you agree either that: 1) you are an authorized user of a ForgeRock customer that has entered into a license agreement with ForgeRock governing your use of the ForgeRock software; or 2) your use of the ForgeRock software is subject to the ForgeRock Subscription License Agreement located at link:https://www.forgerock.com/terms.

Commercial Support

ForgeRock provides commercial support for the following DevOps resources:

Artifacts in the forgeops Git repository:
- Files used to build Docker images for the ForgeRock Identity Platform:
  - Dockerfiles
  - Scripts and configuration files incorporated into ForgeRock’s Docker images
  - Canonical configuration profiles for the platform
- Kustomize bases and overlays
- Skaffold configuration files
ForgeRock DevOps Documentation

ForgeRock provides commercial support for the ForgeRock Identity Platform. For supported components, containers, and Java versions, refer to the following:

Support Limitations

ForgeRock provides no commercial support for the following:

Artifacts other than Dockerfiles, Kustomize bases, Kustomize overlays, and Skaffold YAML configuration files in the forgeops Git repository. Examples include scripts, example configurations, and so forth.
Non-ForgeRock infrastructure. Examples include Docker, Kubernetes, Google Cloud Platform, Amazon Web Services, Microsoft Azure, and so forth.
Non-ForgeRock software. Examples include Java, Apache Tomcat, NGINX, Apache HTTP Server, Certificate Manager, Prometheus, and so forth.
ForgeRock publishes reference Docker images for testing and development, but these images should not be used in production. For production deployments, it is recommended that customers build and run containers using a supported operating system and all required software dependencies. Additionally, to help ensure interoperability across container images and the ForgeOps tools, Docker images must be built using the Dockerfile templates as described here.

Third-Party Kubernetes Services

The ForgeOps reference tools are provided for use with Google Kubernetes Engine, Amazon Elastic Kubernetes Service, and Microsoft Azure Kubernetes Service. (ForgeRock supports running the identity platform on IBM RedHat OpenShift but does not provide the reference tools for IBM RedHat OpenShift.)

ForgeRock supports running the platform on Kubernetes. ForgeRock does not support Kubernetes itself. You must have a support contract in place with your Kubernetes vendor to resolve infrastructure issues. To avoid any misunderstandings, it must be clear that ForgeRock cannot troubleshoot underlying Kubernetes issues.

Modifications to ForgeRock’s deployment assets may be required in order to adapt the platform to your Kubernetes implementation. For example, ingress routes, storage classes, NAT gateways, etc., might need to be modified. Making the modifications requires competency in Kubernetes, and familiarity with your chosen distribution.

Documentation Access

ForgeRock publishes comprehensive documentation online:

The ForgeRock Knowledge Base offers a large and increasing number of up-to-date, practical articles that help you deploy and manage ForgeRock software.

While many articles are visible to community members, ForgeRock customers have access to much more, including advanced information for customers using ForgeRock software in a mission-critical capacity.
ForgeRock developer documentation, such as this site, aims to be technically accurate with respect to the sample that is documented. It is visible to everyone.

Problem Reports and Feedback

If you are a named customer Support Contact, contact ForgeRock using the Customer Support Portal to request information, or report a problem with Dockerfiles, Kustomize bases, Kustomize overlays, or Skaffold YAML configuration files in the CDK or the CDM.

When requesting help with a problem, include the following information:

Description of the problem, including when the problem occurs and its impact on your operation.
Steps to reproduce the problem.

If the problem occurs on a Kubernetes system other than Minikube, GKE, EKS, or AKS, we might ask you to reproduce the problem on one of those.
HTML output from the debug-logs command. For more information, refer to Logs and Other Diagnostics.
Description of the environment, including the following information:
- Environment type: Minikube, GKE, EKS, or AKS.
- Software versions of supporting components:
  - Oracle VirtualBox (Minikube environments only).
  - Docker client (all environments).
  - Minikube (all environments).
  - kubectl command (all environments).
  - Kustomize (all environments).
  - Skaffold (all environments).
  - Google Cloud SDK (GKE environments only).
  - Amazon AWS Command Line Interface (EKS environments only).
  - Azure Command Line Interface (AKS environments only).
- forgeops repository branch.
- Any patches or other software that might be affecting the problem.

Contact Information

ForgeRock provides support services, professional services, training through ForgeRock University, and partner services to assist you in setting up and maintaining your deployments. For a general overview of these services, refer to https://www.forgerock.com.

ForgeRock has staff members around the globe who support our international customers and partners. For details on ForgeRock’s support offering, including support plans and service-level agreements (SLAs), visit https://www.forgerock.com/support.