Support Policies

Lifecycle Support Phases

General Support Phase

The General Support phase begins on the date of general availability of a Major Release (“GA”) and lasts for a fixed duration. During the General Support phase, for customers who have purchased VMware support, VMware offers maintenance updates and upgrades, bug and security fixes, and technical assistance as per the Support and Subscription Terms and Conditions.

Technical Guidance Phase

Technical Guidance, if available, is provided from the end of the General Support phase and lasts for a fixed duration.  Technical Guidance is available primarily through the self-help portal and telephone support is not provided. Customers can also open a support request online to receive support and workarounds for non-business critical issues on supported configurations only.  During the Technical Guidance phase, VMware does not offer new hardware support, server/client/guest OS updates, new security patches or bug fixes unless otherwise noted.  This phase is intended for usage by customers operating in stable environments with systems that are operating under reasonably stable loads.

End of Support Life (EOSL)

A product has reached its end of support life when it is no longer generally supported by VMware. End of support life for a specific product is either end of General Support or end of Technical Guidance, if available for that specific product.

End of Availability (EOA) / End Of Distribution (EOD)

A product has reached its end of availability when it is no longer available from VMware.  A product has reached its end of distribution when it is no longer available for download from vmware.com.  The end of availability and end of distribution may coincide.

Lifecycle Support Summary

Features
General Support Phase
Technical Guidance Phase
End of Support Life Phase
Maintenance updates and upgrades    
New security patches    
New bug fixes    
New hardware support    
Server, Client and Guest OS updates    
File a Support Request Phone and Web
Web only  
Existing security patches  
Existing bug fixes  
Workarounds for non-business critical issues  
Self-help web-based support  
Access to Knowledge Base


Lifecycle Support Policies At A Glance

The information contained herein is believed to be accurate as of the date of publication, but updates and revisions may be posted periodically and without notice. VMWARE DOES NOT PROVIDE ANY WARRANTIES COVERING THIS INFORMATION AND SPECIFICALLY DISCLAIMS ANY LIABILITY FOR DAMAGES, INCLUDING, WITHOUT LIMITATION, DIRECT, INDIRECT, CONSEQUENTIAL, INCIDENTAL, AND SPECIAL DAMAGES, IN CONNECTION WITH THE INFORMATION PRESENTED HERE.