Citrix Product Lifecycle Policy for Application Networking Products

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Citrix Product Lifecycle Policy for Application
Networking Products

This document describes the key milestones and support policies in the product life cycle for Citrix
Application Networking products and explains how to manage the corresponding End of Sale
(EOS), End of Maintenance (EOM), and End of Life (EOL) transition.
Citrix communicates key product lifecycle milestones on the Product Lifecycle Support section of
www.citrix.com
and via email to those who have registered for email distribution. EOS and EOL
communications include the last order or availability date, the last date of support, and other key
information pertaining to the product(s) to be discontinued. Citrix reserves the right to change
milestones in its sole discretion based on business needs or technical risk for customers.
Note: Citrix Application Networking products include: NetScaler 7000, NetScaler 9010, NetScaler 10010,
NetScaler 12000 series, NetScaler MPX, NetScaler MPX FIPS, NetScaler VPX, NetScaler Application
Firewall, Access Gateway MPX, Branch Repeater and Repeater product lines. Product life cycle policies vary for other
Citrix products—especially products acquired by Citrix, or from companies acquired by Citrix.


N
etScaler MPX, VPX
Access Gateway MPX
Branch Repeater





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Hardware Support Policy
For Citrix Application Networking hardware products, Citrix will provide a Notice of Status Change
(NSC) to customers at least six (6) months prior to the End of Sale (EOS) date. Customers may
continue to purchase these products until the EOS date (subject to availability). After the EOS date,
Citrix will continue to fulfill existing orders with the discontinued products, subject to availability—
except for those customers who opt to convert their unfulfilled orders to the replacement offering,
if and when available.
After EOS, Citrix will support NetScaler MPX hardware products (excluding software) under active
maintenance agreements for a minimum of five (5) years. The NetScaler 7000, 9010, 10010 and
12000 series hardware products under active maintenance agreements are supported for a minjmum
of three (3) years following EOS. In the event that replacement hardware is required during this
period, Citrix may offer—at its discretion—either new or reconditioned hardware (with equivalent
or better functionality). Throughout the life of the hardware, software support will be as specified in
the software support policy later in this document and pursuant to the terms and conditions of the
support contract.
Once the EOL date has been reached, Citrix will no longer provide technical support nor provide
replacement hardware. Citrix may provide customers with options to upgrade to available Citrix
products per the policies in place at that time. Citrix is not responsible for the removal and disposal
of products that have reached the product End of Life. Customers are encouraged to dispose of
electrical and electronic equipment responsibly.


Figure 1. NetScaler MPX Hardware Lifecycle







End of Sale
6 Months
5 Years
Notice of Status
Change (EOS)
End of
Life




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Figure 2. NetScaler Hardware Lifecycle for 7000, 9010, 10010, 12000 series



Periodic enhancements to hardware platforms that do not degrade functionality or performance are
considered to be an incremental enhancement to an existing product, not an End of Life Event.
Note: Customers must have a current, fully paid maintenance contract with Citrix to be eligible for Citrix hardware
support services. Citrix reserves the right to charge additional fees for continued support services of any products that
have reached EOL. Citrix reserves the right to reduce or change support service offerings available for renewal under
this policy at any time, at its sole discretion, with or without notice.


End of Sale
6 Months
3 Years
Notice of Status
Change (EOS)
End of
Life




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Software Support Policy
For Citrix Application Networking software products that are sold stand-alone, Citrix will sell a
software release family for a minimum of eighteen (18) months from the date the release family was
first made available until the End of Sale (EOS) date. Citrix will provide a Notice of Status Change
(NSC) to customers six (6) months prior to the End of Sale (EOS) date.
For all Citrix Application Networking software products, Citrix will maintain a software release
family for a minimum of twenty-four (24) months from the date the release family was first made
available, until the End of Maintenance (EOM) date. During this period, the software release family
will be fully maintained with defect fixes and/or minor enhancements, and fully supported under
active maintenance agreements (e.g. NetScaler Maintenance or equivalent). Citrix will provide a
Notice of Status Change (NSC) to customers at least six (6) months prior to the EOM date.
On the EOM date, support will transition from full software maintenance to limited technical
support—via telephone, email and web—for an additional twelve (12) months, until the End of Life
date. During this phase, the software release family will continue to be available, but will no longer
be enhanced. Citrix Customer Support will direct customers with issues to existing fixes/patches and
workarounds applicable to the reported case, and may direct customers to upgrade to a more current
version/release of the software.
Once the EOL date has been reached, Citrix will no longer provide technical support for the
software release family, and the software images may be removed from the corresponding download
site. Product information will be limited to whatever historical material may be available in the Citrix
Knowledge Base or in other online resources, and is subject to removal at a future date.


Figure 2. Software Lifecycle.


Software Release Conventions
6 Months
12 Months
End of
Maintenance
End of Life
EOS;
EOM
NSC
6 Months
12 Months (minimum)
18 Months (minimum)
EOS
NSC
Release
Date




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Software release numbers for Citrix Application Networking products are comprised of three (3)
components: a major release number, a minor release number, and a maintenance build number.
Release Type
Description
Major Release

Includes significant changes to the software, which may include substantial
enhancements to the software features, architecture, and/or performance
.
Minor Release

Includes minor enhancements that do not necessitate a major release
.
Maintenance Release

Typically includes simple bug fixes or optimizations, but not new features.
Maintenance releases are feature-compatible with the previous minor or major
release
.
Release Family

Comprises all major, minor, and maintenance releases within a major release
numbered set (e.g. 5.x, 6.x, etc.)
.

For example, a Citrix Application Networking product release might be labeled as 5.2 build 47, or
5.2.47. This release number can be segmented into:
• Major release: 5
• Minor release: 2
• Maintenance build number or patch: 47

The next release of this software would increment the appropriate part of the release number,
depending on the type of release. For example, a subsequent minor release would be version 5.3,
whereas a subsequent major release would be 6.0.

Support for Major and Minor Software Versions

All software release families (e.g. 6.x, 7.x, etc.) which run on a Citrix Application Networking
hardware platform will be fully supported for a minimum of twenty-four (24) months from the date
the release family was first made available for download. If minor releases or maintenance releases
are made available, Customers may be required to transition to the most recent release for bug fixes
and maintenance; Citrix will maintain only the most recent minor release, as it represents the
superset of functionality for the product release family. When the software release family reaches
EOM, Citrix will no longer maintain the release and maintenance builds will no longer be created.








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Example
The example in Figure 3 illustrates the software support model. When version 1.0 ships, it is the
maintained and supported version for software release family 1.x. When version 1.1 is made
available, it becomes the maintained and supported version for software release family 1.x.
Sometime later, at least eighteen (18) months from First Customer Ship of version 1.0, a Notice of
Status Change is issued announcing that software release family 1.x will reach End of Maintenance
six (6) months later. EOM marks the end of maintenance of the software release family, and the
beginning of twelve (12) months of only technical support. On the End of Life date, Citrix will cease
to offer technical support on the software release family, and Citrix may remove the software release
family from download sites.

Software EOL Example


Figure 3. Example of software EOL policy for a given release family.





EOS;
EOM
NSC
6 Months
12 Months
End of
Maintenance
FCS
18 Months (minimum)
Release
1.0
Release
1.1
Support
Transition
6 Months
12 Months (minimum)
EOS
NSC
End of
Life