Just to be clear, it is both version based and time based. BMC supports
products at least 2 years from initial release. Here is the actual
policy found at
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_4073759
6,00.html:
-=-=-=-=-=-=-=-
BMC Software Product Support Policy
Unless otherwise stipulated by contractual arrangement with BMC
Software, the following support policy applies to all BMC Software
products.
Terminology
Release Numbering: BMC Software uses a three-place numbering scheme
to designate released versions of software. The format is VV.RR.MMM,
where V indicates the version, R indicates the release level, and MM
indicates the maintenance level. An example would be version 3.2.02
(abbreviated 3.2.02). Often in referring to general product versions and
releases, the maintenance level is omitted. For example, both 3.2.01 and
3.2.02 may sometimes be referred to as 3.2.
Version/Release: A version/release is a deliverable of a BMC
Software product that is fully functional and is installable on the
targeted platform through a standard installation program. A
version/release is referenced using the V and R portions of the release
number as described above.
Maintenance Release: For the purpose of this support policy, a
maintenance release is considered part of the main version/release. For
example, 3.2.05 is supported as part of the 3.2 release.
Current Release: The most recently available version/release of a
BMC Software product is commonly known as the 'current release'.
C-1 Release: The latest version/release to become generally available
(GA) prior to the current release.
C-2 Release: The latest release/version to become generally available
prior to the C-1 release.
Full Support: Full support is provided to customers based on the terms
and conditions of their license agreement. Additional information on BMC
Software customer support may be found at
http://www.bmc.com/support.html.
Limited Support: As a product enters a limited support phase, the
following guidelines apply:
* New enhancements will not be made to the version/release;
* Customer Support will direct customers to existing fixes/patches
and workarounds applicable to the reported case;
* BMC Software will only develop fixes for problems of high
technical impact or business exposure for the customer. The degree of
impact and exposure and the consequent activities will be determined
jointly by the customer and BMC Software representatives;
* Customer Support may direct customers to upgrade to a more
current version/release of the product.
No Support: Product versions that are no longer supported will not
appear on the individual product pages on the BMC Software Customer
Support Web site. They will still be accessible for searching the
knowledge database and support requests will still be accepted for
unsupported versions and worked in a best effort capacity.
Policy for BMC Software Products
BMC Software provides Full Support for the current version/release of
all its products as well as one release preceding it (C-1).
Additionally, BMC Software will provide Limited Support to the C-2
release for 12 months after the current release has been made available.
Regardless of the number of supported releases, BMC Software will always
provide at least Limited Support for a version/release for a period of
at least 24 months from the date on which the version/release became
generally available (GA).
Example: Using four version/releases of a product - 2.5, 2.3, 2.0 and
1.5, the following support policies would apply.
* When 2.5 becomes GA, 2.5 and 2.3 are fully supported, -
Enhancement requests will only be accepted for the current (2.5)
release.
* 2.0 customers are provided limited support for 12 months
* 1.5 is no longer supported, unless it has been less than 24
months since its release.
Within the Release Notes of a version/release, the support status of the
current version/release and the three previous releases is provided
within the Support Status portion of the document. Release Notes are
provided with the version/release media and published on the BMC
Software Customer Support Web site. In addition to being able to access
Release Notes and other customer advisories using their registered login
ID (username) and password, a licensed BMC Software customer can
subscribe to receive email when new Release Notes are made available on
the Web through the BMC Software Proactive Notification service.
Extension of Support Periods
In some cases, BMC Software may choose to extend its support of certain
product lines beyond the dates specified in this document. Announcements
to this effect will be made through the BMC Software Web site and the
Proactive Notification service via the Release Notes of the affected
product(s).
Additional Information
Additional information regarding the availability and support periods of
certain product lines can be obtained from your local BMC Software
representatives. To find the contact information for the BMC Software
office closest to your location, please look under Contact Information
on the Customer Support Web site (www.bmc.com/support.html).
-=-=-=-=-=-=-=-
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, November 28, 2006 10:46 AM
To: [email protected]
Subject: Re: Is there a 18-month window for support of version 6.0.
**
The support is not time-based. They simply support the current major
version, along with the two most recent major versions. In this case,
ARS 7.0 is the current major version, with 6.3 and 6.0 being the other
supported ones. When 7.5 is released sometime in 2007 (I'm guessing
Q3), 6.0 will then drop from the list. There is a statement somewhere
on their site that lists all of the currently supported and
non-supported versions of all their products.
Having said that, BMC will still attempt to support a customer with
valid support with problems in non-supported versions, but only up to
the point where upgrading would solve the problem.
Rick
On 11/28/06, John Atherly <[EMAIL PROTECTED]> wrote:
BMC is no longer supporting Remedy AR System 5, But will this be
the case
in 18 months for support on version 6.0.
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