| Release Numbering |
BMC Software uses a three-place numbering scheme to designate released versions of software. The format is VV.RR.MM, 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 which includes the following:
- BMC provides support via Web, Email and Phone
- BMC provides the most current releases and version of the Product, BMC provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation
- BMC provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge
|
| 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. Information for unsupported releases is not necessarily available in our knowledge database.
Upgrades to new product versions are supported under your maintenance contract. Please contact your BMC account representative for assistance.
|
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.
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 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 (http://www.bmc.com/support.html).
Please note that Proactive Notification email messages and the associated documentation is provided to BMC Software customers in English, at this point in time.
|
