Product Support Lifecycle Policy

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Visit the Product Support Lifecycle table for product-specific details and dates.

This policy applies to all Micro Focus products except SoftwareGrp IT Operations Management (ITOM) products. View the ITOM Product Support Lifecycle policy.

The Product Support Lifecycle policy defines the level of support Micro Focus provides for a product throughout its lifecycle. Providing predictable and consistent support helps customers as they plan, test, and deploy newer product versions.

See a summary of the benefits available with an active Support agreement in the chart below, and read more detail in the descriptions under the chart.

Committed

Extended

Software Updates (New Major, Minor, Service Pack and Suite releases; existing Patches, Hotfixes & Security Updates) Yes Yes
Technical Support Yes Yes
Self-Help Resources (Knowledge Base, Forums, Documentation & more) Yes Yes
Defect Support (new Patches and Hotfixes) Yes

Requires Extended Support Plus if available

Critical Security Updates Yes

Requires Extended Support Plus if available

Enhancement Requests Yes No

Committed

Extended

Software Updates (New Major, Minor, Service Pack and Suite releases; existing Patches, Hotfixes & Security Updates) Yes Yes
Technical Support Yes Yes
Self-Help Resources (Knowledge Base, Forums, Documentation & more) Yes Yes
Defect Support (new Patches and Hotfixes) Yes

Requires Extended Support Plus if available

Critical Security Updates Yes

Requires Extended Support Plus if available

Enhancement Requests Yes No

ⱡ Some countries may require an additional fee for technical support for SoftwareGrp products in the Extended Support period for 2 years or longer.

Committed Support

Committed Support begins when a new major version of a product or a version of a suite is released, and continues for at least the minimum duration listed in the above chart (see product-specific details and dates on the Product Support Lifecycle table). During the Committed Support period, the purchase of an active Support agreement includes access to software updates, technical support, self-help resources, defect support, critical security updates, and the ability to submit enhancement requests.

Extended Support

Extended Support is intended to be an interim solution for customers who are moving to the most current version of a product, but need additional time to make the transition. When Committed Support ends, a product version (or Suite version) enters the Extended Support period. During a product version's Extended Support period, customers continuing to pay for Support will receive access to technical support, self-help resources and software updates, excluding new requests for patches, hotfixes and security updates.

For select products, Extended Support Plus may be purchased at an additional fee to Support, for more comprehensive technical support, critical defect support and critical security updates.

Extended Support Plus

If your schedule requires you to stay on a product longer, Extended Support Plus may be available during the Extended Support phase for select products at an additional fee to Support, allowing you to continue to receive Critical Security Updates and Defect Support for Severity 1 issues.

To see if Extended Support Plus is available for your product, see the Product Support Lifecycle table. For information regarding pricing, contact your Micro Focus Sales Representative.

Software Updates

Software Updates may include Major versions, Minor versions, Service Packs, Suite releases, Patches, Hotfixes, or Security Updates. For details about these product release types, see the Business Support Agreement.

During both the Committed and Extended Support periods, customers with an active Support agreement may request license keys, and may download new and existing versions of Major, Minor, Service Pack, and Suite releases, as well as existing Patches, Hotfixes and Security Updates.

New Patches, Hotfixes, and Security Updates are available during Committed Support, and only become available during Extended Support with the purchase of an Extended Support Plus plan.

Micro Focus advises customers to install the latest product releases and software updates to remain as secure as possible, to benefit from new platform certifications, and to leverage the latest features available. Older products may not meet today's more demanding security requirements or provide the latest competitive functionality. Micro Focus strongly encourages customers to conduct pre-production testing against the latest available product release.

For advice and guidance on product roadmap and release schedules, please contact Customer Support.

Technical Support

If a solution isn't found using the Self-Help resources, customers may open a case directly with Technical Support during the Committed and Extended Support periods of the lifecycle. Micro Focus provides global access to support experts who can diagnose and resolve issues as well as give advice on Micro Focus product features.

During the Extended Support period, issues will only be escalated to Engineering for Defect Support if Extended Support Plus has been purchased.

The longer a product resides in the Extended Support period, the less familiarity our support engineers may have with an older product version. For business critical environments with products in the Extended Support phase, the services of a Premium Support Engineer are recommended. See Premium Support for more information.

For SoftwareGrp products with an “Archive” status, technical support may be available through the additional purchase of a Custom Support Plan. Ask your Micro Focus representative for details. For all other software, with an active support agreement, advisory support will be provided with the available knowledge and resources in the Customer Support organization.

Customers in some countries will continue to pay an additional fee for technical support for SoftwareGrp products in the Extended Support period for 2 years or longer.

Self-Help Resources

Take advantage of our online, around the clock, self-help resources; such as our knowledge base, documentation, installation guides, and much more. Join the conversation in our Communities and Forums with experts and colleagues to get advice, discuss issues and find solutions.

Defect Support

Committed Support Period

During the Committed Support period, Defect Support is available; with corrections provided in the form of Patches, Hotfixes, Security Updates and field test files. The Committed Support period in the chart at the top of the page is for an individual suite release or the duration of the entire major release stream (for example: 4.0, 4.1, 4.2). Defect Support periods for a product’s individual major, minor, service pack or suite releases are published in the Product Support Lifecycle table, in the Additional Information section, found by clicking on the arrow to the left of the product. Customers may continue to receive technical support on any major, minor, service pack, or suite release while the relevant major release stream is in the Committed Support period; however, as part of the resolution of an issue, customers may be asked to update to a later software version with the defect correction.

Defects are evaluated and prioritized to ensure the most critical issues are remedied. Certain defects may be scheduled for resolution in a later release of the product.

Extended Support Period

During the Extended Support phase, Defect Support for Severity 1 issues will be available for select products with the purchase of Extended Support Plus.

Critical Security Updates

Keeping your environment secure is our utmost priority. We react promptly to security incidents and deliver critical security updates during the Committed Support period.

Customers purchasing Extended Support Plus can continue to get critical security updates during a product's Extended Support phase.

Enhancement Requests

During the Committed Support period, customers may submit requests to enhance the functionality or design of a product. These requests will be reviewed and prioritized for consideration for current or future products.

Third Party Products and Dependent Components

Third Party Products are non-embedded products developed by a Third Party software manufacturer and sold by Micro Focus as a result of the Third Party's authorization to do so. Dependent Components are underlying operating systems, adjacent or integrated applications, or software that is required to operate Micro Focus branded software product. Examples include and are not limited to: web browsers, databases, operating systems, runtime environments, and virtualization software.

Micro Focus products that integrate with Dependent Components or are provided by Third Party vendors, will be supported according to the Product Support Lifecycle described on this page, unless the vendor of a Dependent Component or Third Party Product stops providing defect support or cancels the agreement with Micro Focus to sell or support the product. In this situation, Support for the affected Micro Focus branded software product will immediately move to Extended Support. Micro Focus will continue to provide Self-Help resources as available, technical support related to the product's functionality and interoperability in line with the Micro Focus branded software product's original parameters and requirements at the time of release; and access to currently existing software updates, patches, and hot fixes. No additional software updates, patches, or hot fixes will be provided for the product.

PRODUCT CATEGORIES

5 Years: CORBA and Platform

This category of products includes our CORBA product lines and platform products such as Open Enterprise Server (OES). We will provide a minimum of five years of Committed Support for the major release streams of these products, starting with the date of a major product's general availability. When Committed Support ends, a product enters the Extended Support period. Customers will receive the benefits listed under the Extended Support section of the above chart as long as they continue paying Support for their product. For specific information about your product, see the Product Support Lifecycle table.

4 Years: COBOL, Enterprise, Performance Testing, Functional Testing and Lifecycle and Portfolio Management

This category of products includes our COBOL, Enterprise, Performance Testing, Functional Testing (with the exception of Silk) and Lifecycle and Portfolio Management product lines. We will provide a minimum of four years of Committed Support for the major release streams of these products, starting with the date of a major product's general availability. When Committed Support ends, a product enters the Extended Support period. Customers will receive the benefits listed under the Extended Support section of the above chart as long as they continue paying Support for their product. For specific information about your product, see the Product Support Lifecycle table.

COBOL and Enterprise Products

The type of engineering support available for COBOL and Enterprise products during Committed Support is divided into Active and Stable phases:

  • Active phase:  first 12 months from the release of a new major version. Enhancements, new features and critical and non-critical defects may be provided, subject to Micro Focus discretion.
  • Stable phase:  follows the Active phase for the remaining duration of Committed Support.
    • First 24 months: product updates will be provided to resolve critical issues only.

      COBOL and Enterprise Products

    • Final 12 months: updates will be restricted to providing critical security updates only.

In alignment with this policy, the patch update release schedule will provide more frequent updates during the Active phase and decline in frequency over successive years. To ensure the appropriate level of engineering support is available, Micro Focus recommends customers plan and schedule upgrades based on this policy.

3 Years: Application and Data Security, IAM, Secure Content Mgmt, Unified Endpoint Mgmt, Connected, Archiving & Risk Mgmt, Collaboration, IDOL, Silk and Security Operations

This category of products includes Access Manager, Access Review, Advanced Authentication, AppManager, ArcSight Data Platform, ArcSight Enterprise Security Manager, ArcSight Logger, ArcSight Interactive Discovery, ArcSight Investigate, ArcSight Management Center, ArcSight Threat Detector, ArcSight User Behavior Analytics, Border Manager, Change Guardian, Cloud Manager, Databridge, Directory and Resource Administrator, FileXpress, Filr, GroupWise, Host Access Management & Security, Identity Manager, InfoConnect (non-desktop), Luminet, Micro Focus iPrint, Platespin, Privileged Account Manager, Reflection (non-desktop or mobile), Secure Configuration Manager, SecureData, SecureFile, SecureLogin, SecureMail, SecureStorage, Sentinel, Silk, Verastream (non-mobile), Vibe and ZENworks. We will provide a minimum of three years of Committed Support for the major release streams of these products, starting with the date of a major product's general availability. When Committed Support ends, a product enters the Extended Support period. Customers will receive the benefits listed under the Extended Support section of the chart as long as they continue paying Support for their product. For specific information about your product, see the Product Support Lifecycle table.

2 Years: Desktop Products, Fortify and Vertica

This category of products includes Extra!, Fortify, InfoConnect, Reflection and Rumba desktop and Webinspect product lines. We will provide a minimum of two years of Committed Support for the major release streams of these products, starting with the date of the major product's general availability. When Committed Support ends, a product enters the Extended Support period. Customers will receive the benefits listed under the Extended Support section of the chart as long as they continue paying Support for their product. For specific information about your product, see the Product Support Lifecycle table.

1 Year: Mobile Products and Application Delivery and Test

This category of products includes Reflection and Verastream mobile apps; as well as Application Delivery and Test products such as Accu and Silk. We provide a minimum of one year of Committed Support for Mobile and Application and Delivery and Test products, starting with the date of the major product's general availability. We do not offer Extended Support for mobile products, but when Committed Support ends for Application Delivery and Test products, the product will enter the Extended Support period, and customers will receive the benefits listed under the Extended Support section of the chart as long as they continue paying Support for their product. For specific information about your product, see the Product Support Lifecycle table.

More information

release-rel-2020-9-2-5123 | Tue Sep 15 18:06:14 PDT 2020
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release/rel-2020-9-2-5123
Tue Sep 15 18:06:14 PDT 2020