Obsolescence Policy: End-of-Life, Deprecated, and Extended Support
Commvault Products and Features
When a Commvault product or feature has reached End-of-Life (EOL) cycle, your software provider will issue several notices that outline the effective date of obsolescence. Full or limited support for the product or feature will be provided from the date of announcement through the date of obsolescence.
When a feature is classified as Deprecated, it does not exist in the current media kit as an installation option. In many cases, this functionality is available in a different product set. In some cases, you can use a media kit from a previous version to support the use case in an “as-is” support model.
When a product is on Extended Support, the third-party product vendor has removed support. Our ability to provide support is limited, but we will provide support, when possible.
Visit the Commvault Systems, Inc. Product Support website at http://www.Commvault.com/support for more information on the EOL process.
When a third-party vendor operating system, application, or hardware product has reached End-of-Life, your software provider will publish notification of obsolescence at a pre-determined location. All engineering support for a third-party vendor operating system, application, or hardware product that has reached EOL will expire immediately upon the release of the notification of obsolescence. Commvault Customer Support will provide commercially reasonable assistance to customers with unsupported platforms and applications limited to Tier One support assistance where possible. No hot fixes or updates will be released as part of this assistance.
To review the list of deprecated third-party vendor platforms, see Platforms.
Feature Release Lifecycle Support Policy
Feature releases (formerly "service packs") are available in a 90-day cycle. We fully support customers on the five most recent feature releases.
When support for a feature release ends, Commvault will no longer provide new updates and maintenance releases (formerly "hotfix packs") for that feature release. For customers on supported products with feature release versions that no longer have full support, Commvault offers limited support as follows:
- Limited break/fix support incidents will be provided through Commvault Customer Service and Support.
- If the support incident requires escalation to development for further guidance, requires a hotfix, or requires a security update, customers will be asked to upgrade to a fully supported feature release.
- Limited support does not include an option to engage Commvault’s product development resources; technical workarounds may be limited or not possible.
Long-Term Support (LTS) Releases
Starting with Service Pack 16, every fourth release will be an LTS release, entitled to extended LTS support. This LTS support will include critical stability bug fixes only and will not include any new features or other enhancements.
LTS releases will have a support life time of up to five (5) years. New features and other valuable enhancements will continue to be made available at quarterly cadence through the feature releases, and will not be backported to prior LTS releases. All feature releases go through rigorous test cycles and are released only after they meet the high quality expectations of Commvault.
Last modified: 2/24/2020 7:22:28 PM