VirtaMove Support

VirtaMove Support is an annual subscription available at two levels:

  • Standard Support – for assistance within normal working hours Monday to Friday, from 8 am to 5 pm (US EST).
  • Premium Support – for assistance outside Standard Support hours to accommodate maintenance or migration windows scheduled for off hours.

VirtaMove’s Standard and Premium annual Support subscriptions Include:

  • Phone and email support requests
  • Access to the online VirtaMove Support Portal
  • Product releases as available

Phone: +1 866.980.2770, use option 3 to leave a message for the next available support person. Please provide the following in your message:

  • Your email address
  • Your activation code
  • A brief description of your issue

Email: support@virtamove.com

VirtaMove Support Portal:  click here

Support Policies

VirtaMove support policies for customers and partners using VirtaMove products are as outlined here.

VirtaMove is committed to providing customers with world-class customer support.

Source Server Environments

The following server versions are currently supported as Source server environments:

  • 2000 Server or earlier (on a best efforts basis only)
  • 2003 Server (32-bit and 64-bit)
  • 2003 R2 Server (32-bit and 64-bit)
  • 2008 Server (32-bit and 64-bit)
  • 2008 R2 Server
  • 2012 Server
  • 2012 R2 Server
  • 2016 Server
  • 2019 Server
  • 2022 Server

Destination Server Environments

VirtaMove software must run on a supported Destination server. The following server versions are currently supported as Destination server environments:

  • 2008 R2 Server
  • 2012 Server
  • 2012 R2 Server
  • 2016 Server
  • 2019 Server
  • 2022 Server

You must be running a supported version of the VirtaMove product. Our product lifecycle policy specifies that a particular version of VirtaMove, including any service packs to that version, remains supported for 6 months after the next version is released. Customers requesting support on an unsupported version of VirtaMove may be asked to upgrade to a supported version to facilitate resolution of the issue.

Clean destination machine

For best possible results, VirtaMove requires a clean destination machine. A clean destination is a server on which no applications other than VirtaMove are installed and on which updates and patches have been applied to the operating system.

VirtaMove Support Policies for Migration of Third-Party Applications

VirtaMove is an application migration technology that packages legacy server applications into virtual containers for migration and deployment to more modern infrastructure, such as new servers, new operating system versions, and cloud operating environments.

VirtaMove can be used to migrate a range of business applications, including multi-tier applications, database servers, custom applications, and 3rd party packaged applications.

Incompatible Applications

VirtaMove does not have a list of supported applications. Rather, VirtaMove makes reasonable efforts to provide support, including both usage recommendations and defect resolution, to customers attempting to migrate an application that isn’t known to be incompatible, or until a specific incompatibility is found.

VirtaMove Migration and 3rd Party Vendor Support Policies

VirtaMove migrates the application artifacts from an existing installation of an application to a new server, by moving files and registry entries from an old server to a new one, with the end result similar to that of a backup and restore cycle. The process is very reliable and the end result is indistinguishable from a natively installed application.

Most application vendor support policies neither endorse nor preclude the use of IT operations tools like VirtaMove. However, the support staff of a vendor-supported application will likely not be familiar with the VirtaMove migration process and may be reluctant to diagnose application issues during the course of a migration, if the issue is expressed in terms of the VirtaMove migration workflow.

“Up-Level” Migrations

VirtaMove facilitates the migration of applications from an older operating system to a newer one. This can make an application functional on a compatible OS version, even if that specific OS version is not officially supported by the application’s vendor.

Before migrating an application to an “up-level” version of the OS, customers should carefully consider vendor support. You must check which OS the vendor supports for your application version and identify if any application patches are needed for the new environment. Any required updates should be applied after the move is complete.

Your security and data modernization can start now.

Let’s talk about your migration needs. Let’s build a plan to get you there.

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