Product Support Lifecycle Policy

The below benefits are available with a Maintenance and Support Plan

Phase Mainstream Extended
Access to Existing Software Updates and License Keys Yes Yes
Self Help Resources Yes Yes
Technical Support Yes Yes
Defect Support Yes Requires Extended Plus if available
Critical Security Updates Yes Requires Extended Plus if available
Enhancement Requests Yes  
Product Category Minimum Phase Durations, commencing upon product release
CORBA and Platform 5 Years
COBOL and Enterprise 4 Years
Application and Software Service, Application Delivery and Test 3 Years
Desktop Products 2 Years
Mobile Products 1 Year

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 Mainstream Support for these products, starting with the date of a product's general availability. When Mainstream Support ends, a product enters the Extended Support phase. Customers will receive the benefits listed under the Extended Support section of the table as long as they continue paying maintenance for their product. For specific information about your product, see the Product Support Lifecycle table.

COBOL and Enterprise Products

This category of products includes our COBOL and Enterprise product lines. We will provide a minimum of four years of Mainstream Support for these products, starting with the date of a product's general availability. When Mainstream Support ends, a product enters the Extended Support phase. Customers will receive the benefits listed under the Extended Support section of the table as long as they continue paying maintenance for their product. For specific information about your product, see the Product Support Lifecycle table.

Application and Software Services and Application Delivery and Test

This category of products includes Access Manager®, Access Review, AccuRev, Advanced Authentication, AppManager®, Border Manager, Change Guardian®, Cloud Manager®, Databridge®, Directory and Resource Administrator®, FileXpress™, Filr, GroupWise®, Host Access Management & Security, Identity Manager, InfoConnect (non-desktop), Micro Focus iPrint, Luminet, Platespin®, Privileged Account Manager, Reflection® (non-desktop or mobile), Secure Configuration Manager®, SecureLogin, Sentinel®, Silk®, Verastream® (non-mobile), Vibe and ZENworks®. We will provide a minimum of three years of Mainstream Support for Application and Software Services products, starting with the date of the product's general availability. When Mainstream Support ends, a product enters the Extended Support phase. Customers will receive the benefits listed under the Extended Support section of the table as long as they continue paying maintenance for their product. For specific information about your product, see the Product Support Lifecycle table.

Desktop Products

This category of products includes Extra!®, InfoConnect, Reflection® and Rumba® desktop product lines. We will provide a minimum of two years of Mainstream Support for Desktop products, starting with the date of the product's general availability. When Mainstream Support ends, a product enters the Extended Support phase. Customers will receive the benefits listed under the Extended Support section of the table as long as they continue paying maintenance for their product. For specific information about your product, see the Product Support Lifecycle Table.

Mobile Products

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 Mainstream Support for Mobile and Application and Delivery and Test products. We do not offer Extended Support for mobile products, but when Mainstream Support ends for Application Delivery and Test products, the product will enter the Extended Support phase, and customers will receive the benefits listed under the Extended Support section of the table as long as they continue paying maintenance for their product. For specific information about your product, see the Product Support Lifecycle table.

Mainstream Support

Mainstream Support begins when a new major version of a product is released, and continues for at least the minimum duration listed in the above table (for more details, refer to a specific product on the main Product Support Lifecycle page). During the Mainstream Support phase, the purchase of a Maintenance and Support Plan includes access to software updates, technical support, defect support, critical security updates, the ability to submit enhancement requests, and access to self-help resources.

Additional support options are available for purchase, such as Premium Support Engineers, Service Account Managers and Advantage Incident Packs. See Premium Support for more information.

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 Mainstream Support ends, a major product version enters the Extended Support phase. During a product's Extended Support phase, customers continuing to pay Maintenance on the current version of the product will receive access to existing software updates, technical support and self-help resources. For select products, Extended Plus may be purchased at an additional fee to maintenance, for more comprehensive technical support, critical defect support and critical security updates.

For business critical environments running on products in the Extended Support phase, the services of a Primary or Dedicated Support Engineer is recommended. See Premium Support for more information.

Software Updates

Software Updates may include Major Versions, Minor Versions, Service Packs, Patch Updates, Hotfixes, Field Test Files or Security Updates. For details about these product release types, see the Maintenance and Support Plan. During all phases of the Product Support Lifecycle, customers with a current Maintenance and Support Plan may download existing software updates.

Technical Support

If a solution isn't found using the Self Help resources, customers may open an incident directly with Technical Support during the Mainstream and Extended phases of the lifecycle. During the Extended phase issues will not be escalated to Engineering for Defect Support unless Extended Plus has been purchased.

Defect Support

Mainstream Support Phase

During the Mainstream Support phase, Defect Support is available, with corrections made available in the form of Service Packs, Patch Updates, Hotfixes, Field Test Files, Security Updates or reasonable workarounds. 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.

Customers may continue to receive technical support on any minor version, service pack or patch update while the relevant major version is in the Mainstream phase; however, as part of the resolution of an issue, customers may be asked to upgrade to a later software update with the defect correction.

Extended Support Phase

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

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

Enhancement Requests

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

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

FAQs

If you have additional questions, see our FAQ.

View our Maintenance and Support Agreement for more detail around the benefits you receive with a Maintenance and Support Plan.