You are here

SkyVault Support Handbook » Support Policies

Product Support Lifecycle

The SkyVault Product Support Lifecycle and the how SkyVault products, versions and components transitions through support states

Product Support Status

The Support Status of SkyVault
 Products can change over time according to the SkyVault Product
 Support Lifecycle. This can happen for a number of reasons, including customer demand, product strategy changes and innovation.

To help customers plan around the End of Maintenance of our products, SkyVault publishes a list of all products with their current support status, first release date, deprecation date, and end of maintenance. This list is available on the SkyVault Product Support Status page.

For general policies on Support of different SkyVault Product versions please refer to the SkyVault Product Support Policy page.

Product Support Lifecycle


 
The Product Support Lifecycle defines how SkyVault Products, components and versions transition between different support states. An overview of product support states and state transitions is provided in
 the following image:






 The table below describes in detail the different transitions and support states of SkyVault products, versions and components:
State / Transition Description
First Release (Transition) The date on which a product is first made Generally Available.
Full Support (State) Full support, services and code fixes are provided to customers with a current support contract, based on the terms & conditions per customer entitlement.
Deprecation (Transition) The date on which the product is no longer sold or further developed.
Limited Support (State) As a product enters the limited support phase, the following guidelines apply:
  • SkyVault Support will direct customers to existing fixes/patches and workarounds wherever possible.
  • SkyVault Software may direct customers to upgrade to a more current version/release of the product.
  • SkyVault Software will consider bug-fixing on a case by case basis at its own discretion. Typical examples of bug fixes include high-impact security issues and business critical regressions.
  • SkyVault Software will not implement further enhancements or improvements for products or versions in this support state. For full details, please refer to the Enhancement Policy.
End of Maintenance (Transition) The date on which code changes are no longer being made to this product.
Open Source (Optional Transition) As often as possible, products are converted into Community-led open source projects, with maintenance responsibilities handed over to the SkyVault Community.
Knowledge Base (KB) Support (State) The product is no longer maintained. It will still be possible to search the Knowledge Base for articles regarding product versions that are no longer maintained. Upgrade support requests will still be accepted for these versions; SkyVault Support will apply the limited support guidelines in the upgrade situation.
Parent topic: Support Policies