Product Support Life Cycle
Frequently Asked Questions
Q: What is the Support Lifecycle policy?
A: The Support Lifecycle policy standardizes Novell's product support policies, providing clear guidelines as to the length of time Novell provides support for a product.
Q: Why are you defining the Support Lifecycle Policy?
A: Customers have asked Novell to be consistent and to demonstrate predictability. The Support Lifecycle policy is designed to establish a clear and predictable policy for product support at the time a product is released. A clear and predictable lifecycle will facilitate new product implementation planning and support needs planning.
Q: Does every Novell product fall into these categories?
A: Beginning 3 August 2005, most Novell products will fall into one of two categories: Platforms and Operating Systems, Software Services and Applications. There are a few products and/or drivers that may not fall into a designated category, or may differ in lifecycle. For this reason, it is important to always verify exact product support dates posted on Novell's lifecycle web site.
Q: Is this policy effective world wide?
A: The Novell Support Lifecycle policy is a world-wide policy. However, Novell can provide custom support in situations where customer needs, local laws, market conditions, and support needs require it. Customers and partners should contact their Novell Sales Representative or Novell Technical Services should such a situation exist.
Q: If I have multiple Novell products, do they all share the same Support Lifecycle timelines?
A: Novell's support lifecycle timelines are designed to be consistent by product categorization and by product family. However, some older versions of Novell's products, specifically they will have different lifecycle timelines. For this reason, it is important to always verify exact product support dates posted on Novell's lifecycle web site.
Q: What is extended support?
A: Extended support is a fee-based service available after the General Support period and includes Novell's self help options as well as fee-based support direct from Novell Technical Services. Novell's extended support programs are intended to assist customers with longer range migration plans and is not intended to be a long term support solution for customers who plan to stay on outdated products.
Q: Will Novell offer support beyond the extended support phase?
A: Novell makes a number of self-help options available to customers including online resources and technical subscriptions. These resources contain information on Novell's current and discontinued products.
Q: If I already have Premium Service, do I need to purchase Extended Support for my older products?
A: Premium Service is an annual support program, intended to provide customers support for products that are in the General Support phase. Premium Service customers who need support for products beyond the General Support phase will need to purchase Extended Support. One exception is the Premium Service customer with a PSE or DSE who already has expertise on the older product. Although Novell will not continue to train PSEs or DSEs on older product during the Extended Support phase, Premium Service customers with a PSE or DSE may continue to escalate issues on those products. The PSE or DSE will provide support on a reasonable efforts basis.
Q: Do I have to be a Premium Service customer to purchase Extended Support?
A: No. Extended support is available to any customer or partner. No other support agreement is required.
Q: If I am a Novell partner, do I need to purchase Extended Support for older products?
A: The support Novell provides through partner programs such as PartnerNet is intended for products that are in the General Support phase. Partners who need support for products beyond the General Support phase will need to purchase Extended Support.
Q: What software maintenance is available during General Support?
A: During the General Support phase, Novell will make available software maintenance in the form of support packs, patches, or field test files. Software maintenance requests are evaluated and prioritized to ensure the most critical issues are remedied. During the General support phase, customers may also request new or enhanced product features.
Q: What software maintenance is available during Extended Support?
A: During the Extended Support phase, Novell will continue to make available critical security related software maintenance for customers who have purchased an Extended Support agreement. Non-security related software maintenance may be provided if Novell deems appropriate and strategic. Additional software maintenance may also be available on a fee-basis. During Extended Support phase, Novell will not accept requests for warranty support, design changes, new or enhanced product features. As a product moves through it's lifecycle, customers should expect Novell to be significantly more discriminating when evaluating software maintenance requests.
Q: Why has Novell divided products into categories?
A: Novell has divided products into categories to accommodate differences in the release cycles of Novell products.
Q: What does current version mean?
A: This is the latest released patch or support pack for the product version listed.
Q: What does replacment version mean?
A: The current product which replaces the product listed.