Notice of End of Standard Support and End of Support Life for Backup Exec System Recovery and LiveState Recovery Manager

Date:  March 9, 2007

To:      Symantec Customers

Re:      Notice of Timelines for End of Life, End of Standard Support, and End of Support Life for Backup Exec System Recovery version 6.5 and LiveState Recovery Manager 6.0.

Dear Valued Symantec Customer:  

On April 25, 2007 version 7.0 of Symantec Backup Exec System Recovery Server Edition, Symantec Backup Exec System Recovery Desktop Edition, Symantec Backup Exec System Recovery for Small Business Servers, and Symantec Backup Exec System Recovery Manager (including agents and options)  will be made generally available.  Symantec Corporation will End of Life ('EOL') the earlier releases of these products including any Maintenance Packs (MPs) and/or patches for each version, in all released languages. This notice describes the timelines for the delivery of support services for these products that have reached their EOL

 

 SUPPORT LIFE CYCLE

End of Life Products/Versions identified in the table above will receive the following support services:

STANDARD SUPPORT: Provided the customer maintains a current support subscription for the product, Symantec will provide Standard Support for issues at all severity levels until the date identified in the table above, namely, 30 months after the date of EOL.  'Standard Support' means a level of Support Services that we provide to you in response to a Case. A technical support engineer and/or applicable engineering resources will provide Fixes, and error corrections for your Licensed Software. Standard Support is limited to modifications or additions to the Licensed Software that establish or restore substantial conformity with its Documentation. Standard Support also includes access to Content Updates (if applicable) as described herein. We will determine when it will be most effective to develop a new Fix, such as cases where there has been data loss, production system down, or significant security vulnerabilities identified, or other significant product defects. For other types of Problems, we will typically either provide an existing Fix, or may provide Solution Delivery through a regularly scheduled Maintenance Pack, Minor Release, or future Software Version Upgrade. Note that sometimes 'Standard Support' may be referred to as 'Full Support' or 'Normal Support.'

During this thirty month period, we will determine when it will be most effective to develop a new Fix, such as cases where there has been data loss, production system down, or significant security vulnerabilities identified, or other significant defects. For other types of Problems, we will typically either provide an existing Fix, or may provide Solution Delivery through a regularly scheduled Maintenance Pack or we may consider the Problem in developing a future Software Version Upgrade. Customers may also access Content Updates during this thirty (30) month period as well. At the end of this thirty (30) month period, we will stop providing Standard Support.

PARTIAL SUPPORT: At the end of the thirty (30) month period described above, we will cease providing any Standard Support, and we will cease providing any Content Updates. Instead, we will provide 'Partial Support' for all Cases at all Severity Levels. 'Partial Support' is a more limited level of Support Services than you would receive under 'Standard Support.' Partial Support is when our technical support engineer provides you with known Fixes/Patches/Workarounds, existing Maintenance Packs, or information from our technical knowledge base in response to your request for assistance. Partial Support does not include development of any new modifications to your Licensed Software. Nor will we attempt to reproduce the Problem or escalate issues through management channels or to our engineering resources. Such Partial Support will be subject to the availability of resources, and we may need to limit the time we are able to spend on the Problem. Partial Support will end seven (7) years from GA of the applicable Major Release, and the previous versions identified in the table above will reach 'End of Support Life.'

END OF SUPPORT LIFE: When the previous versions identified in the table above reach their End of Support Life, we will cease providing any Standard Support and any Partial Support. Please refer to the worldwide Symantec Corporation Enterprise Technical Support Policy ('Policy') This Policy may be updated from time to time, and a current version is located at:  http://www.symantec.com/enterprise/support/Symantec_Support_Policy.pdf  In the event of conflict between timelines or deliverables stated in this notice letter and those stated in the Policy, the terms of this notice letter will control to the extent of such conflict, and only with respect to the specific products and versions covered in this notice.

In order to receive timely notification on updates and the support life cycle for your Symantec product please be sure to sign up at the following link to receive our Technical Support News Bulletins.  http://www.symantec.com/enterprise/support/news_bulletins/ Also we recommend that you periodically check our website by selecting your product, then release details, for information with respect to End of Life and End of Support Life for your specific Licensed Software.  http://www.symantec.com/enterprise/support/