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VMware Lifecycle Policies

Lifecycle Support Summary

Features
General Support Phase
Technical Guidance Phase
Features Maintenance updates and upgrades
General Support Phase X
Technical Guidance Phase
Features New security patches
General Support Phase X
Technical Guidance Phase
Features New bug fixes
General Support Phase X
Technical Guidance Phase
Features New hardware support
General Support Phase X
Technical Guidance Phase
Features Server, Client and Guest OS updates
General Support Phase X
Technical Guidance Phase
Features File a Support Request
General Support Phase Phone and Web
Technical Guidance Phase Web only
Features Existing security patches
General Support Phase X
Technical Guidance Phase X
Features Existing bug fixes
General Support Phase X
Technical Guidance Phase X
Features severity 1
General Support Phase X
Technical Guidance Phase
Features Workarounds for low-severity issue (severity 2, 3, and 4)
General Support Phase X
Technical Guidance Phase X
Features Self-help web-based support
General Support Phase X
Technical Guidance Phase X
Features Access to VMware Customer Connect
General Support Phase X
Technical Guidance Phase X

Lifecycle Support Policies At A Glance

Policy
General Support Phase
Technical Guidance Phase
Policy Enterprise Infrastructure Policy (EIP)
General Support Phase X
Technical Guidance Phase X
Policy Enterprise Desktop and Mobility Policy (EDP)
General Support Phase X
Technical Guidance Phase X
Policy Enterprise Network Policy (ENP)
General Support Phase X
Technical Guidance Phase X
Policy Application Platform Policy (APP)
General Support Phase X
Technical Guidance Phase X
Policy Enterprise Application Policy (EAP)
General Support Phase X
Technical Guidance Phase
Policy N-2 Policy (N-2)
General Support Phase X
Technical Guidance Phase
Policy Personal Desktop Policy (PDP)
General Support Phase X
Technical Guidance Phase
Policy General Support Policy (retired) (GSP)
General Support Phase X
Technical Guidance Phase
Policy VMware Infrastructure 3 Support Policy (retired) (VI3P)
General Support Phase X
Technical Guidance Phase

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.

FAQs

Lifecycle FAQ

When does VMware’s Support Lifecycle begin? 

When does VMware’s Support Lifecycle begin?

VMware’s Support Lifecycle begins on the general availability date of the product.

Are there different support lifecycles for different support offerings? 

Are there different support lifecycles for different support offerings?

No. VMware’s Support Lifecycle is based on the general availability of a product release and not support offerings.

Does VMware’s Support Lifecycle Policy apply globally?  

Does VMware’s Support Lifecycle Policy apply globally?

Yes. VMware’s Support Lifecycle Policy is a worldwide policy. Local laws and market conditions that require deviations from the standard policy will be accommodated through specific support contracts between VMware and its customers.

Does VMware provide different levels of support throughout the support lifecycle?  

Does VMware provide different levels of support throughout the support lifecycle?

Yes. VMware’s Support Lifecycle is divided into phases, each offering different levels of support. Phases vary by product in an effort to meet different market needs.

Does VMware’s Support Lifecycle Policy specify which OEM systems will be supported? 

Does VMware’s Support Lifecycle Policy specify which OEM systems will be supported?

No, the System Compatibility Guide specifies which OEM systems are supported.

What are the criteria for determining if a bug is critical or non-critical (as specified by the Support Lifecycle Policy)? 

What are the criteria for determining if a bug is critical or non-critical (as specified by the Support Lifecycle Policy)?

Critical bugs are deviations from specified product functionality that cause data corruption, data loss, system crash, or significant customer application down time. A bug is considered critical if it meets the mentioned criteria and there is no work-around that can be implemented.

Does VMware provide notification to customers when the next phase of the support lifecycle is about to begin or end of support is about to arrive? 

Does VMware provide notification to customers when the next phase of the support lifecycle is about to begin or end of support is about to arrive?

VMware will post the general availability, end of support and end of technical guidance dates for each of its software releases on the VMware Support web site.

Are there any resources available once VMware’s End of Support phase has been reached? 

Are there any resources available once VMware’s End of Support phase has been reached?

Yes.  Customers can access VMware Customer Connect through all three phases of the support lifecycle, General Support, Technical Guidance and End of Support. Please note VMware makes no commitment to retain or update content related to end of support offers.  To learn more about VMware Customer Connect, read the KB article here.