Self-Solve Knowledge Search

Minimize Maximize
Product version obsolescence - end of support guidelines version 2.0
Title :
Product version obsolescence - end of support guidelines version 2.0
Document ID :
KM00940841
OS :
Updated :
Wed Oct 01 03:40:30 GMT 2014
Summary :
Product version obsolescence - end of support guidelines version 2.0

NOTE: Obsolescence policy v2.0 was used for this product obsolescence program. Current obsolescence programs are governed by the latest version of the obsolescence policy.


 
HP OpenView customers who have purchased support plans deserve timely communication of our plans to obsolete previous versions of our products, and provide you the time required to plan the appropriate updates to your HP OpenView solutions.

With that in mind, we encourage our customers to review the following End Of Support guidelines for HP OpenView products.
 

Terminology

 

Full support

 
Reactive engagement of regional support resources (Support Center) and division support resources (Lab), in accordance with your purchased support plan, for the resolution of product defects, plus product enhancements for a specific product version. This includes investigation of newly reported defects and if appropriate, development of defect fixes and making these available for customers via patches. The HP OpenView product teams (Lab) will review and either approve or deny requests for defect fixes and enhancements (including additional support for newly-released operating system versions). Full Support includes those services provided by Maintenance Support and Self-Help Support.

Version Maturity may apply to specific versions of HP OpenView software products. Version Maturity means that, for a specific product version, no further enhancements or changes to the functionality are planned, nor are any further platform refreshes planned in order to update that product version to support current or future operating systems, operating system versions or hardware platforms.
 

Maintenance support

 
Reactive engagement of regional support resources (Support Center), in accordance with your purchased support plan, for assistance with questions or problems regarding the use of a specific product version. Assistance in resolving defects is limited to workarounds or existing patches. Maintenance Support includes those services provided by Self-Help Support.
 

End of support date

 
Official last day to receive Maintenance Support for a specific product version. Sometimes referred to as eos date.
 

Self-help support

 
Web-based access to the online support Knowledge Base, which contains technical information for HP OpenView products including white papers, existing patches and known problems for a specific product version. Self-Help Support was previously known as Knowledge Base Support.
 

Obsolescence guidelines

 

1. In most cases, HP OpenView provides Full Support for the current (i.e. most recently released) and immediately preceding version of its products. One exception to this policy is the HP OpenView Performance Agent and HP OpenView GlancePlus. In the case of HP OpenView Performance Agent and HP OpenView GlancePlus, full support is provided for the most recently released product only. Furthermore, some HP OpenView ?grandfathered? products may be under full support; However, these products are being transitioned to meet the current and immediately preceding version policy stated earlier. While HP OpenView investigates all problems and issues raised for these product versions, customers may be required to install the most current patches as part of the troubleshooting process.

2. As new product versions are released, support for older product versions prior to the current (i.e. most recently released) and immediately preceding version will transition over time from Full Support to Maintenance Support. Customers with active support agreements will be notified in advance of this transition, allowing time to resolve any outstanding defect-related issues and order any additional licenses, media and or hardcopy manuals. Simultaneously, customers will be notified of the official End Of Support Date for older product versions, allowing time to plan for the testing and deployment of newer product versions. While the primary communication method will be through our online support (https://softwaresupport.hp.com), HP will also make every effort possible to notify the appropriate customer contacts in writing.

3. After the transition from Full Support to Maintenance Support, Maintenance Support for a specific product version will be provided until the official End Of Support Date is reached.

Note: In some instances Maintenance Support for a specific HP OpenView product version will run longer than all of the supported operating system platforms (e.g. HP-UX 10.20) or adjacent applications (e.g. Oracle 7.0). In this event, it is HP's intent to communicate an appropriate notification for the affected HP OpenView product versions. The notice will align with the vendor's announcements, effectively transitioning support for the affected HP OpenView product versions on those platforms from either Full Support or Maintenance Support (whichever applies at the time) to Self-Help Support. Support for the affected product versions on the remaining supported platforms will continue at either the Full Support or Maintenance Support level, whichever applies at the time, through the planned End Of Support Date.

4. When the official End Of Support Date for a specific HP OpenView product version is reached, support will transition from Maintenance Support to Self-Help Support.

timeline of product's support life

 
Any deviation from the above product version obsolescence guidelines will trigger an additional communication to the affected customers. Customers with either questions regarding the above guidelines or support needs beyond this level of service are encouraged to contact your local HP OpenView Sales Representative or your HP Partner to discuss alternative solutions.
 

» HP OpenView product version obsolescence 2.0: frequently asked questions