This notice describes the timelines for the delivery of support services and the scope for these support services available for these products that have reached their EOL. Please cross-reference to the matrix in the section above. The Symantec support services described below apply only to customers that do not upgrade to Symantec Clearwell Identification Collection.
SUPPORT LIFE CYCLE
End of Life Products/Versions identified in the table above will receive the following support services:
Limited Support (formerly ‘Standard Support’): Once a Major Release and its related releases reach EOL, they enter the Limited Support phase. The Limited Support phase typically lasts for 30 months following EOL. During the Limited Support phase we will provide code modifications or Bug Fixes to address Problems where there has been data loss, production systems are inoperable, significant security vulnerabilities are identified, or there are other significant product defects. For other types of Problems, we will typically provide an existing Bug Fix or we may elect to address your Problem through a regularly scheduled or future Software Version Upgrade. We will continue to provide Content Updates during this Limited Support phase. Note that some older documentation may refer to the Limited Support phase as the “post-EOL Standard Support” period.
Partial Support: During the Partial Support phase our Support Services generally consist of providing known and existing Bug Fixes, workarounds or information from our technical support knowledge base in response to your request for assistance. Partial Support does not include development of any new modifications to the Software, any attempt to reproduce the Problem, escalation of issues through management channels or to our product development staff, or installation and configuration assistance. The delivery of Partial Support will be subject to available resources, and we may need to limit the amount of time we spend on an issue for a product in its Partial Support phase. We typically do not provide Content Updates during the Partial Support phase.
• End of Support Life: After Partial Support, the Major Release and its related releases reach their EOSL. This is the point in the product support lifecycle where no Support Services are available, and when we stop providing any type of technical support regardless of the Severity Level of the Problem, and regardless of the Support Services offering purchased. Our on-line technical support knowledge base includes support-related information that you can use to perform self-help. We also provide information through our community forums at http://www.symantec.com/connect/forums. Typically we will keep knowledge base information on-line for a reasonable period of time following End of Support Life.
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.