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.

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, see 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.

  • Production deployments that use ForgeRock’s evaluation-only Docker images. When deploying the ForgeRock Identity Platform using Docker images, you must build and use your own images for production deployments. For information about how to build your own Docker images for the ForgeRock Identity Platform, see Base Docker Images.

Third-Party Kubernetes Services

ForgeRock supports deployments on Google Kubernetes Engine (GKE), Amazon Elastic Kubernetes Service (Amazon EKS), Microsoft Azure Kubernetes Service (AKS), and Red Hat OpenShift.

Red Hat OpenShift is a tested and supported platform using Kubernetes for deployment. ForgeRock uses OpenShift tools such as the OpenShift installer, as well as other representative environments, such as Amazon AWS, for the testing. We do not test using bare metal due to the many customer permutations of deployment and configuration that may exist, and therefore cannot guarantee that we have tested in the same way a customer chooses to deploy. We will make commercially reasonable efforts to provide first-line support for any reported issue. In the case we are unable to reproduce a reported issue internally, we will request the customer engage OpenShift support to collaborate on problem identification and remediation. Customers deploying on OpenShift are expected to have a support contract in place with IBM/Red Hat that ensures support resources can be engaged if this situation may occur.

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.

If you have questions regarding the CDK or the CDM that are not answered in the documentation, file an issue at https://github.com/ForgeRock/forgeops/issues.

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, OpenShift, or AKS, we might ask you to reproduce the problem on one of those.

  • HTML output from the debug-logs.sh script. For more information, see Pod Descriptions and Container Logs.

  • Description of the environment, including the following information:

    • Environment type: Minikube, GKE, EKS, AKS, or OpenShift.

    • 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, see 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.