BMC Software Product Support Policy - Time-based

Applies to ESM releases made Generally Available after September 1, 2011

Effective Sept 1, 2011 (this page last updated January, 2012)

BMC Enterprise Systems Management (ESM) Product Support Policy

Scroll down or click here to see definitions for terms used in this document

Policy for BMC ESM Software Products: This software policy defines the support lifecycle of BMC Software solutions delivered by its Enterprise Systems Management division. Product technical support is provided to customers on active maintenance contracts based on the terms and conditions of the license agreement.

BMC Software provides at least 5 (five) years* of product technical support from the major or minor Version.Release (VV.RR) general availability (GA) date in 3 technical support stages:

3-Year Full Support - Full Support for at least 3 years from the general availability (GA) date of the VV.RR
2-Year Limited Support - Following the Full Support period, provides at least 2 years of Limited Support for the VV.RR.
No Support – All software reaching the end of Limited Support stage, will no longer be on active technical support.

BMC can be contacted via phone, email, and web by customers on active maintenance contracts during all product technical support stages.

Extended Support options may be available for some products for an additional annual support cost. Please contact your BMC account representative for assistance.

Sustaining maintenance for major VV.RR is typically provided 1-3 times per year.

Service Packs - VV.RR.SP (formerly VV.RR.MM) are fully supported for at least 12 months after their GA date.
The most recent GA Patch is fully supported.

Customer Support may direct customers to upgrade to the latest sustaining maintenance level for any Version.Release.

This table shows an example of the 5-year lifecycle of a VV.RR release, and dates the support status would change:

Release GA	Full Support	Limited Support	No Support
VV.RR – 2.0.00, Jan 12, 2011	Jan 12, 2014	Jan 12, 2016	Jan 13, 2016
.SP – 2.0.05, April 7, 2011	April 7, 2012	April 7, 2013	Jan 13, 2016
.SP – 2.0.06, Feb 9, 2012	Jan 12, 2014	Jan 12, 2016	Jan 13, 2016

* Exceptions to extend or reduce product support will be announced via the BMC Software Support Central web site, Proactive Notification and Release Notes for the affected product(s). BMC Software will always provide at least Limited Support for a VV.RR for a period of at least 24 months from the date on which such VV.RR became GA.

For current support status and product information, sign up for Proactive Notification and visit the Supported Product A-Z pages. Please note that Proactive Notification email messages and the associated documentation is currently provided to BMC Software customers in English only.

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. Find the contact information for the BMC Software office nearest your location.

BMC provides new versions, releases, and service packs, to the extent they are furnished to all other enrolled Support customers without additional charge.

Customer Support may direct customers to upgrade to a more current version, release, or service pack of the product, when applicable.

Glossary Term	Definition
Full Support	BMC provides the most current releases and version of the Product to deliver software updates and release enhancements. BMC provides service packs, patches, hot fixes or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation.
Limited Support	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 new hot 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 at BMC discretion, with customer input. Customer Support will direct customers to upgrade to a more current version, release, or service pack of the product.
No Support	Product versions/releases that have expired from Full and Limited support will no longer be on active technical support. Access to most technical documentation through BMC Support Central portal, Knowledge Base search, known resolutions and workarounds, and BMC support communities will remain available where applicable. No new sustaining maintenance releases, enhancements, patches, or hot fixes will be made to a version/release in "No Support" status. Customer Support will direct customers to upgrade to a more current version, release, or service pack of the product. Extended Support options may be available for some products for an additional annual support cost. Please contact your BMC account representative for assistance.
Release Numbering	BMC Software uses a three-level numbering scheme with formats VV.RR.SP (formerly VV.RR.MM) or YY.YY.RR For VV.RR.SP: VV=major version, RR=minor release, and SP = Service Pack For YY.YY.RR (for OnDemand solutions): YY.YY= 4-digit year, RR=release (eg. 20.10.02).
1^st level - Version	A major deliverable (VV or YY.YY) of a BMC Software product that is fully functional and is installable on the targeted platform through a standard installation program. Indicates a major architectural or structural change, new major product capabilities, or possible incompatibility with prior version or significant migration requirements.
2^nd level - Release	A minor deliverable (RR) of a BMC Software product is a revision release that maintains compatibility with its major version. Indicates the availability of functional enhancements, new capabilities, and is an overlay/upgrade installation.
3^rd level - Service Pack	A cumulative maintenance deliverable (SP) of a BMC Software product to resolve a specific set of defects and/or release new features to improve the quality, usability and performance of the product. Service Packs (formerly Maintenance Releases) are typically released 1-3 times per year. Installation of Service Packs is highly recommended, to improve product performance and stability.
GA Patch	A deliverable for cumulative critical fixes that cannot wait for a major/minor/maintenance/SP release. Patches are applicable to products designated as Full or Limited support only. GA Patches will be included in future releases of the product. Customer Support may direct customers to upgrade.

Page Update History
January 2012 - 3rd level of version numbering changed from MM to SP. Clarification of No Support Stage.