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.
Service Pack Lifecycle Support Policy
Service packs are available in a 90-day cycle. We fully support customers on the five most recent service packs.
When support for a service pack ends, Commvault will no longer provide new updates and hotfixes for that service pack. For customers on supported products with service pack 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 service pack.
- Limited support does not include an option to engage Commvault’s product development resources; technical workarounds may be limited or not possible.
Last modified: 4/5/2019 8:03:25 PM