Thales e-security Thales e-security Lifecycle Support Policy

Transcription

1 Thales e-security Thales e-security Lifecycle Support Policy

2 Introduction Thales e-security continuously evolves its product portfolio in alignment with market demand, technology enhancements, and worldwide standards. As part of this portfolio evolution, it becomes necessary to retire certain products. Thales e-security understands the importance of communicating these changes to our customers so that appropriate measures can be taken to ensure that transitions are implemented with minimal impact. Thales e-security offers a variety of support options for all of its hardware and software product offerings. These support options vary during the lifecycle of a product as it passes through the phases of Active, Retiring, and End of Service (EOS). This policy identifies the anticipated timelines associated with product phases as well as the availability of service offerings during each phase.

3 Definitions Active Product An Active Product is defined as a product that is available for purchase without any prior public notifications of an intent to retire. Retiring Product A Retiring Product is defined as a phase during which a product s End of Service process begins. A Last Time Buy notification is issued to customers and an expected End of Sale date is included. End Of Service A product that enters the End of Service phase no longer receives Mainstream support however discretionary Extended Support might be offered. Last Time Buy A phase in which a Last Time Buy notification is formally announced giving customers a fixed time period to make final purchases of a product. No New Deployments The date after which a product will no longer be sold to new customers or to existing customers with new deployments. This phase is implemented when a replacement product is being offered and it is in the best interest of the customer to move to the newer hardware version. Customers who are adding to an existing deployment can continue to purchase products until the End of Sale date. End of Sale Date The date after which a product is removed from the Thales Price Book and can no longer be purchased. Mainstream Support Mainstream Support is the highest level of support that is offered for Active Products. Mainstream Support options include Standard, Premium and Premium Plus offerings and may include feature enhancements, bug fixes, security patches, and maintenance releases. Discretionary Extended Support When a product reaches the End of Support date, Extended Support may be offered for a maximum of two years. Extended Support provides customers with up to a total of five years of hardware support after the Last Time Buy notification is issued. During this time, no new software enhancements or maintenance releases will be provided but troubleshooting and workarounds will be available in addition to hardware support. Extended Support is offered solely at the discretion of Thales and will be communicated to customers prior to the End of Support date.

4 Product Lifecycle Schedule An Active Product enters the Retiring Product phase when a Last Time Buy notification is issued. The notification will include the End of Sale date and End of Support date. Typically one year after the Last Time Buy notification is issued, the End of Sale date occurs and two years later, the product enters the End of Support phase where Mainstream Support ends and Extended Support may begin. With the exception of Discretionary Extended Support, all support for the product ends at the End of Support date and the product is completely retired from the Thales e-security product portfolio. Below is a graphical representation of the Product Lifecycle Schedule. The Thales Product Lifecycle Schedule enables customers to proactively prepare for pending changes to our product roadmap. Active Phase New Product Intro Retiring Phase End of Service Phase Last Time Buy Notification No New Deployments (Optional when Transitioning to Replacement Platforms) End Of Sale Mainstream Support End Of Support Discretionary Extended Support Prior Years Year 0 Year 1 Year 2 Year 3 Year 4 Year 5

5 Support Thales provides a clear timeline for End of Sale and End of Support dates when the associated Last Time Buy notification is issued. Hardware Support Thales e-security will no longer support hardware beyond the End of Support date, or the end of the Extended Support Phase if applicable, or when a customer is not using supported combinations of hardware, firmware and software. Hardware support is provided for customers with valid support contracts. Software Support If a software defect is discovered during the Mainstream Support Phase, Thales e-security will provide an upgrade if the defect is deemed to be a security threat. No software modifications will be made after a product reaches the start of the End of Service Phase. If a software defect is discovered, Thales reserves the right to request that the customer upgrade to a newer version of software to resolve the issue if the defect has already been corrected in a later version. To allow Thales to provide the highest levels of service, software support is provided for: All matching releases sharing the current whole version number (e.g. v11.xx) The final release with the immediately preceding whole version number (e.g. v10.50), for a period of 12 months following first maintenance release with next highest whole version number (e.g. v11.10) Or, if longer a minimum of 24 months from the published release date Where a later release deprecates support for older hardware that is still supported (e.g. due to a shortage of RAM in older hardware), Thales will provide support for the final release that supports that hardware until the end of support. The Thales Product Lifecycle Support Policy is designed to communicate portfolio changes and to help customers develop plans that minimize their impact.

6 Disclaimer The information contained in this Thales e-security Lifecycle Support Policy brochure is specific to support products/services and will not apply to all Thales e-security products. In some cases Thales e-security may determine to apply alternative support time lines based on customer need, or for which we decide to apply an alternative support time line in our sole discretion. THALES-E-SECURITY MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, BY POSTING THIS LIFECYCLE SUPPORT POLICY OR ABOUT THE INFORMATION IN THE LIFECYCLE SUPPORT POLICY. Information contained in Thales e-security Lifecycle Support Policy and similar documentation on our website thales-esecurity.com represents the current view of Thales e-security as of the date the information is posted to the website. Due to responses to changing market conditions, and other associated business practices within the industry and within Thales e-security, such documents should not be relied upon and are not intended to be legally binding commitments and are subject to change with or without notice. Despite our best efforts, we cannot guarantee that any information in such documents will be error-free or kept up to date after they are posted. Thales e-security may occasionally change any of its online policies or similar documents on this website, add or remove any terms of such documents, or remove or discontinue such documents completely, at any time. If changes are made, we will post the revised documents to this website, and will revise the publication date on them, but will not provide any other notice to you. We encourage you to check all online policies and similar documents relevant to your situation periodically to keep informed about their status.

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8 About Thales e-security Thales e-security is a leading global provider of trusted cryptographic solutions with a 40-year track record of protecting the world s most sensitive applications and information. Thales solutions enhance privacy, trusted identities, and secure payments with certified, high performance encryption and digital signature technology for customers in a wide range markets including financial services, high technology, manufacturing and government. Thales e-security has a worldwide support capability, with regional headquarters in the United States, United Kingdom, and Hong Kong. Follow us on: Thales e-security June 2015 PLB5135 Americas Thales e-security Inc. 900 South Pine Island Road, Suite 710, Plantation, FL USA Tel: or Fax: sales@thalesesec.com Asia Pacific Thales Transport & Security (HK) Lt, Unit , 41/F, Sunlight Tower, 248 Queen s Road East, Wanchai, Hong Kong Tel: Fax: asia.sales@thales-esecurity.com Europe, Middle East, Africa Meadow View House, Long Crendon, Aylesbury, Buckinghamshire HP18 9EQ Tel:+44 (0) Fax:+44 (0) emea.sales@thales-esecurity.com