Support Lifecycle Policy
Pivotal will provide Support Services as per the Pivotal Support Service Terms and Conditions for the period of time set forth in the below Product Line Support Durations Table.
Please see the Pivotal Product Support Lifecycle Matrix for the exact support period timeframes for each specific Product and Release.
General Support means maintenance updates and upgrades, bug and security fixes, and technical assistance as per the
Pivotal Support Services Terms and Conditions.
General Support also includes security vulnerability resolutions and critical bug fixes in all supported Minor versions, while other maintenance is applied only to the latest supported Minor Release.
General Support begins on the date a Major Release enters General Availability and follows the schedule as set forth in the Product Line Support Durations Table.
Technical Guidance is available when General Support “EOGS” ends. Customers may continue to access Pivotal Support online for self-service, however telephone and other forms of person-to-person support are no longer provided.
Customers can open a support request online to receive support and workarounds for non-business critical issues on supported configurations only.
Pivotal will not provide server/client/guest OS updates, new security patches, or bug fixes under Technical Guidance unless otherwise noted. This phase is intended for customers operating in stable environments with systems operating under reasonably stable loads.
|“GA” - General Availability||A product starts its General Availability phase when it is available for purchase and download by customers.|
|“EOA” - End of Availability||A product has reached its End of Availability when it is no longer available for purchase from Pivotal and as such no longer appears on Pivotal’s price list.|
|“EOD” - End of Distribution||A product has reached its End of Distribution when it is no longer available for download from Pivotal Network. This date may coincide with EOSL.|
|“EOGS” - End of General Support||A product has reached its End of General Support Life when it starts its Technical Guidance phase of support (when available).|
|“EOSL” - End of Support Life||A product has reached its End of Support Life when it is no longer supported by Pivotal. End of support life for a specific product is either end of General Support or end of Technical Guidance (if available for that specific product).|
|Product Line||Major||Minor||Technical Guidance **|
|Data||Up to 3 years from GA||18 months *||12 months|
Up to 2 years from GA
HDB, HDP, Piv HDP
|12 months *||12 months|
|Apps||Up to 3 years from GA||18 months *||12 months|
Major and Minor Releases have the same General Support duration:
* All Minor Releases will have the noted minimum General Support or up to EOGS date of their Parent Major Release whichever is later.
** Optional and at discretion of Product Manager
Please refer to the Pivotal Product Guide for Product Line specific details.
The information contained herein is believed to be accurate as of the date of publication, but updates and revisions may be posted periodically and without notice. PIVOTAL DOES NOT PROVIDE ANY WARRANTIES COVERING THIS INFORMATION AND SPECIFICALLY DISCLAIMS ANY LIABILITY FOR DAMAGES, INCLUDING, WITHOUT LIMITATION, DIRECT, INDIRECT, CONSEQUENTIAL, INCIDENTAL and SPECIAL DAMAGES, IN CONNECTION WITH THE INFORMATION PRESENTED HERE.
|Features||General Support Phase||Technical Guidance Phase||End of Support Life Phase|
|Maintenance updates and upgrades|
|New security patches|
|New bug fixes|
|New hardware support|
|Server, Client, and Guest OS updates|
|File a Support Request||Phone, Email, and Web||Web only|
|Existing security patches|
|Existing bug fixes|
|Workarounds for non-business critical issues|
|Self-help web-based support|
|Access to Knowledge Base|
Note: Self-help web-based support and Knowledge Base articles will continue to be available to all clients post End of Support Life of all products.
Last Updated on 8/15/2016