HPE Shadowbase Software Release Policy

Gravic, Inc. has standardized Shadowbase software product release and support policies to more closely align with those of Hewlett Packard Enterprise (HPE), including definitions and methodology.

Current HPE NonStop product support status is published in two documents, available on the HPE NonStop eServices Portal:

  • Hardware Product Maintenance List (HPML)
  • Software Product Maintenance List (SPML)

The HPML/SPML are updated annually. Years for each support category are calculated starting from the date the product is released. Product status is listed on a Product ID (PID) basis, and falls into one of the four support categories, as defined in the SPML:

 Active (year 1-2):

  • All customer-reported defects are analyzed
  • Repair action taken as appropriate
  • Usage questions answered, existing fixes and workarounds provided

Mature (year 3):

  • Customer-reported defects for critical or major problems addressed
  • Usage questions answered, existing fixes and workarounds provided
  • Repair action taken as appropriate for defects categorized as Major or Critical (i.e., the system or application is down or at high risk; business cannot be conducted, or there are continual failures, or data corruption)

Limited (year 4):

  • All calls answered, full phone support
  • All customer-reported defects are analyzed
  • Description similar to HPML usage of category “support at least through.” Support actions limited to providing:
    • Existing fixes
    • Workarounds to known problems
    • Responses to setup, usage, and configuration questions

Obsolete (year 6 or later):

  • The product has reached the end of its service life; no support services are available for the product
  • For Independent Products, a minimum of six months’ notice will be provided when there is a successor product
  • State is equivalent to end of service life (EOSL) for hardware

The date that the product was classified or will be reclassified is listed for each PID’s support status (i.e., the current product classification plus notification of any future planned classification changes). A new product version always starts in the Active state, and then moves through the other states as determined by Gravic. Typically, a one-year notice is given when a product will transition to the Obsolete state (i.e., a date at least one year later will be listed). The standard Gravic Shadowbase software product support policy is illustrated in the figure below.

Support-Policies-Diagram

HPE NonStop Software Product Support Policy

Note that the HPML/SPML do not provide any other information regarding a product (e.g., they do not state for which o/s versions a product is supported.) That information may be found in the product datasheet, or by explicitly asking HPE NonStop Product Management.

All HPE Shadowbase software PIDs as of <dates> are listed in the Active support state. (To confirm the current status, consult the latest version of the SPML.)


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