What is "Full Support" vs "Limited Support"?

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"Full Support" is the support phase when a product is between its GA (General Availability) and End of Maintenance (EOM) milestones.  Support entails general troubleshooting of a specific issue to isolate potential causes. Issue resolution is pursued through one or more of the following:

  • Applying configuration changes
  • Upgrade recommendation to an existing newer version of product
  • Code-level maintenance in the form of product updates; typically, results in a maintenance release, which is a newer version of product that was not existing at the time the issue was encountered

"Limited Support" is the support phase when a product is between its EOM and End of Life (EOL) milestones. During this phase, no further code-level maintenance will be provided, except for critical security-related fixes. Product will continue to be supported in a limited manner in the form of:

  • General troubleshooting of a specific issue to isolate potential causes
  • Issue resolution limited to applying configuration changes and/or an upgrade recommendation to an existing newer version of product
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