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NOTICE OF END OF STANDARD SUPPORT AND END OF SUPPORT LIFE for Altiris Management Solutions v7.0x & 7.1x components

Created: 04 Feb 2014 • 4 comments
david_evans's picture
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On October 7, 2013 version 7.5 of ITMS was made generally available.  Symantec Corporation will End of Life (“EOL”) the earlier releases of this product including Components, Agents, Options 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.
    

Product

Version

End of Life Date

End of Limited Support and Start of Partial

End of Support Life

Altiris™ Inventory Solution

(all platforms)

7.0 - 7.1

7, October 2013

6, March 2016

6, March 2016

Altiris™ Monitor Solution

7.0 - 7.1

7, October 2013

6, March 2016

6, March 2016

Altiris™ Out of Band Management Component

7.0 - 7.1

7, October 2013

6, March 2016

6, March 2016

Altiris™ Patch Management Solution

7.0 - 7.1

7, October 2013

6, March 2016

6, March 2016

Symantec™ pcAnywhere Solution

7.0 - 7.1

7, October 2013

6, March 2016

6, March 2016

Altiris™ Software Management Solution

7.0 - 7.1

7, October 2013

6, March 2016

6, March 2016

Altiris™ IT Analytics

7.0 - 7.1

7, October 2013

6, March 2016

6, March 2016

 
                            
 
Altiris version 6.x: renewing maintenance or acquiring additional licenses between 3, September 2013 and 7, March 2014. 
Note:  Symantec encourages 6.x customers to upgrade to the current 7.5 version.  Should you have any questions, please contact your Symantec Account Manager. 
 
On 7, March 2014 all Altiris 6.x version products except for Deployment Solution 6.9 will reach the end of support life. (Hereafter, references to 6.x should be understood to exclude Deployment Solution 6.9.)
 
Currently, Altiris 6.x customers who wish to renew their maintenance or acquire additional licenses are able to do so using the current Altiris 7.1 product SKUs. This is because these SKUs are configured to fulfill licenses sufficient to run either 7.x or 6.x versions.
 
With the general availability of Symantec™ ITMS 7.5 and all if its subcomponent products on 7, October 2013, the new Symantec™ 7.5 product SKUs will not be configured to fulfill licenses sufficient to run 6.x versions, only 7.x versions.
As a result, Symantec 6.x customers wanting to renew maintenance or acquire additional licenses between 3, September 2013 and 7, April 2014 must use the older 7.1 SKUs which will be active during that six month period.
 
 
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 , 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 lifecycle 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
 
 
 
 
 
Article URL http://www.symantec.com/docs/TECH210632

Comments 4 CommentsJump to latest comment

SK's picture

How can the End of Limited Support and Start of Partial & End of Support Life dates be the same?

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david_evans's picture

My understanding is that we currently plan to extend limited support out for 3 years rather than two, but this is being reviewed constantly. I will post any change to this.

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SK's picture

What I am trying to say is that going by the above information, limited support ends on 6th March 2016 and sees partial support begin on that date.  The matrix also shows that the end of support life is also 6th March 2016 which does not make sense, as you cannot begin partial support as well as end the actual support life on the same date!

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david_evans's picture

I understood your point entirely. We use a standard template with the headings above but in this case rather than stop limited support in 2015 we are pushing that out to the end of the 3 year cycle. There might be some changes over the next day or two so it's staying as it is for now but might get tidied up at some point in the near future.

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