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HP Software Support Policy Changes - May 1, 2015
Title :
HP Software Support Policy Changes - May 1, 2015
Document ID :
KM01525103
OS :
Updated :
Tue May 05 21:19:26 GMT 2015
Summary :
On May 1st, 2015, Hewlett-Packard (HP) released some enhancements to the HP Software Support Policy. This KM article provides details regarding the changes, link to the updated policy document and a list of frequently asked questions.

HP Software Support Policy Changes - May 1, 2015

On May 1st, 2015, Hewlett-Packard (HP) released some enhancements to the HP Software Support Policy.

Last updated in June, 2012, the HP Software Support Policy v4.4 introduced the concept of a time-based obsolescence process, improving planning for customers with clearer visibility into the support time-line of HP Software products they have deployed. This time-based obsolescence process, is currently in place for the products listed at https://softwaresupport.hp.com/web/softwaresupport/document/-/facetsearch/document/KM01510355

We are pleased to inform you that we are improving the time-based obsolescence process, providing you with more freedom in planning your software updates or product migrations. This new process is reflected in an updated version of the HP Software Support Policy (Version 5.0)*.

The two key changes in the HP Software Support Policy are:

  • 1. After May 1st, for all new support contract renewals, we will no longer charge an additional fee if you want to run a HP SW Product version that is within the Extended Support period.
  • 2. We also are introducing an additional 4 year support period, called Self-Help Support with Rights to New Versions (Self-Help Support with RTNV). This additional 4 year support period, available beyond the Extended Support period allows you to continue to keep your older HP Software product versions under support for a longer period, but with a reduced set of support services. Again, this support period is available at no incremental charge.

When running a product version that is in either the Extended Support period or Self-Help Support with RTNV period, the level of support is reduced. Details of what support services you can expect to receive for these older product versions can be found in the HP Software Enterprise Support datasheet*.

We believe these changes provide you with a greater degree of flexibility in planning your HP Software updates and migrations. However, as with any software, HP continues to recommend you update to the latest available version of our products at the earliest opportunity. Continuing to run versions of software that are in the Extended Support period or Self-Help Support with RTNV period, can increase customer risks such as unfixed defects, inability to access skilled support engineers, more complex upgrades and potential incompatibilities with non-HP software such as obsolete operating systems and databases.

You need to determine if the level of support offered during these support periods meets your business needs. Of course, as soon as you update to a product version that was released within the last 3 or 4 years, you are automatically entitled for a full level of support, without making any changes to your support contract.

For specific product related end of support timelines, please feel free to visit the Obsolescence and Migrations section of HP Software Support On-line (SSO). The individual product obsolescence pages on SSO will be updated to reflect the new end of self-help support with RTNV by end of May 2015.

Documentation

» Frequently Asked Questions (.PDF)*


* Requires Adobe Acrobat Reader.
To download the latest version, please go to the Adobe website.