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.