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version support policy - software

Internet threats are constantly evolving, so it is important for corporations to keep abreast of evolving threats and to evolve security accordingly. Keeping Internet security software and best practices up to date helps to minimize the potential damage caused by security threats.

Symantec's version support policy is designed to protect a customer's investment in Symantec products and provide information to help customers make upgrade and deployment decisions.

Policy overview

Symantec has established a Version Support Policy that defines the level of Support a given release receives as it moves through its life cycle. The release numbers provided in the title of the software defines software versions. The Version Support policy adheres to "major release" versions of software, generally specified with an incremented number to the left of the decimal point, i.e. 1.0 to 2.0, or defined via a communication when that is not the case. The intent of the policy is to clearly communicate and set expectations with our customers as to the level of support that will be provided as a release moves through its life cycle.

As a product release moves through its life cycle it is important to clearly define the level of support that will be provided to customers. The Version Support Policy defines this level of support based on the stage a release is in within its lifecycle.

The stages are:

The types of support for a given release are:

Please review the chart that depicts the various stages and types of support.

Current version support status by product

To determine the current status of support for your product, please read the following document:

   Enterprise Version Support Policy - Product Detail

As new releases become available, the Web site is updated to indicate when prior releases become inactive.

Platinum Support

The Platinum Web site will continue to provide knowledge base documents for a product release for a year after the release becomes inactive. Product files, manuals, and other materials will not be available on the Web for inactive releases.

Chart: Stages of support

This chart depicts the stages and types of support.

 

Support Stage
Shipping Status
Use/Usability (Technical Support)
Threat Technology (Research Centres)
Code Correction (Engineering)
Current
Shipping
Respond to all use/usability inquiries with fully trained staff and lab testing capabilities.
Respond to security threats for the supported threat technologies with fully trained staff and lab testing capabilities.
Respond to defects, regardless of severity level, with fully trained staff and lab testing capabilities.
Prior
Server/Gateway Products
No longer shipping
Respond to all use/usability inquiries with fully trained staff and lab testing capabilities for 12 months after moving to Prior status.
Respond to security threats for the supported threat technologies with fully trained staff and lab testing capabilities for 12 months after moving to Prior status.
Respond to PRODUCTION CRITICAL issues with fully trained staff with lab testing capabilities for 12 months after moving to Prior status.
Prior
Client Products
No longer shipping
Respond to use/usability inquiries. Limited lab testing capabilities for 30 months after moving to Prior status.
Respond to security threats for the supported threat technologies with fully trained staff and lab testing capabilities for 30 months after moving to Prior status.
Respond to PRODUCTION CRITICAL issues with fully trained staff with lab testing capabilities for 30 months after moving to Prior status.
Inactive
No longer shipping
Respond to use/usability inquiries with BEST EFFORTS. No lab testing capabilities.
No new security updates are provided.
No code corrections are made.

 

Operating System (OS) related discontinuations

The ability to support Symantec's Security and Enterprise Administration products is dependent upon the continuing support by the manufacturer for the required OS platform. Upon the manufacturer's discontinuation of an OS platform, Symantec product support inactivates for the discontinued OS. Products requiring specific OS versions that are discontinued by the manufacturer will transition to the Inactive phase.

Symantec posts the Support Status of releases on the website in the Technical Support section. As new releases are made available the website is updated to indicate when Prior releases move to an Inactive stage. Changes in status are also available via the Global Product Notification services contained within the Platinum Alerting Service to Platinum level customers.

Questions

If you have any questions about the policy or a specific release, please contact your Regional Support Centre.

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