Product Support Life Cycle and End of Life Policy
This document defines the End of Life and End of Support policies for Panzura products. As a technology company, Panzura products evolve rapidly culminating in new hardware and software products for customers. As is common practice in the technology industry, these new products will often replace previous generations or revisions. When this occurs the End-of-Life (EOL) and End-of-Support (EOS) policies defined in this document are applied.
Following are related terms and their definitions.
The Panzura Cloud Storage Controllers come in different configurations designated by Panzura model numbers. These are hardware or virtual appliances based on standard enterprise servers or running on a hypervisor and include Panzura software.
Panzura Software includes all software developed and maintained by Panzura including the Panzura OS, and feature specific licensed software. The Panzura OS runs on a physical or virtual hardware platform and is the core of the Panzura Cloud Storage Controllers. Software version strings uniquely identify the software products deployed on the controller, the feature set and fixes available for that version.
Disks, SSDs and Power Supplies are the only field replaceable units (FRUs). These spares, as well as the hardware platform (the appliance without the disks) are spares that can be stocked on-site for faster replacement time.
End of Life (EOL):
EOL occurs when a product (Panzura Appliance, Panzura OS, Panzura licensed software) is discontinued and, in the case of hardware products, no longer available for purchase from Panzura. When software products EOL they are no longer available for purchase, however for support purposes remain available for existing customers until EOS.
End of Support (EOS):
After EOL Panzura will deliver Support services for a pre-determined period of time. After the EOS date, support for the product is no longer available, including but not limited to: submitting a question about the operation of the product, opening a support case, obtaining hardware replacement parts, obtaining any related software, or software patches to address an issue. The period of time between EOL and EOS is referred to as the “support life”.
Software Support Life Cycle
Panzura releases new software features periodically according to its internal plans. Major releases are planned and launched approximately every 6-12 months and Minor releases may be made available every 3-9 months. Maintenance releases occur at Panzuras discretion and typically occur when a set of patches, any point fixes, and/or enhancements exist to warrant a roll up and roll out to all customers to ensure increased stability and system availability.
Customers installing new Major, Minor, Maintenance and Patch releases receive all of the latest improvements. All releases undergo software quality assurance testing to ensure quality.
Software Version Definition:
Panzura software releases use a 4-digit release versioning scheme adhering to an A.B.C.D format such as 184.108.40.206 or 220.127.116.11. When a new release occurs one of the four digits will be incremented according to the type of release. There are four release types, which are defined as follows.
Major release (A.B.C.D):
The ‘A’ digit will increment when a new major release occurs. These are significant releases and may include one or more of the following types of changes; significant architectural changes, new licensed features, feature enhancements and/or improvements. Digits ‘B’, ‘C’, ‘D’ are all set to zero with a new Major release.
A new Major release by definition simultaneously causes the prior Major release and all related Minor, Maintenance and Patch releases to reach End-of-Life. Note that Support services including potential fixes for the immediately previous release remains available consistent with the policies defined herein.
Minor release (A.B.C.D):
The ‘B’ digit will increment when a new Minor release occurs. These releases may include one or more of the following types of changes; new licensed features, feature enhancements and/or improvements. The ‘A’ digit remains unchanged and the ‘C’ and ‘D’ digits are both set to zero.
A new Minor release by definition simultaneously causes the prior Minor release and all associated Maintenance and Patch releases to reach End-of-Life. Note that Support services including potential fixes for the immediately previous release remains available consistent with the policies defined herein.
Maintenance release (A.B.C.D):
The ‘C’ digit will increment when a new Maintenance release occurs. Maintenance releases typically include bug fixes and/or enhancements, which may have been previously released as a patch. All patches released since the last Major, Minor or Maintenance release are included in the new Maintenance release. The ‘A’ and ‘B’ digits remain unchanged and the ‘D’ digit is set to zero. Panzura recommends all customers upgrade to the latest Maintenance release.
A new Maintenance release by definition simultaneously causes the prior Maintenance and associated Patch releases to reach End-of-Life.
Patch release (A.B.C.D):
The ‘D’ digit will increment when a Patch release occurs and typically includes several bug fixes. These are intended to provide a quick response for significant customer issues and other incremental improvements. The ‘A’, ‘B’, and ‘C’ digits remain unchanged.
Software Support Policy:
Panzura provides software support and maintenance on the following releases:
- The current Major or Minor release of the software.
- The most current version of the immediately preceding Major or Minor release of the software product for a period of one year after EOL. During this time Panzura will provide Patch releases to resolve critical issues and/or provide workarounds. The software will remain available via Panzura Support to fully replace a Panzura Appliance within an existing CloudFS.
For example, assume 18.104.22.168 is the current version when 22.214.171.124 is released on T0. The 126.96.36.199 release will continue to be fully supported by Panzura until T0 + 1 year. At that point the software reaches End-of-Support and support is no longer available. Customers running 188.8.131.52 through 184.108.40.206 may be asked to upgrade to 220.127.116.11 if they encounter an issue during support life.
Panzura reserves the right to require upgrading to a specified later version to resolve a technical issue. To ensure the highest quality experience possible for all customers, Panzura maintains a strict policy of not back-porting fixes, enhancements or features.
By definition, Panzura software reaches EOL when it has been replaced with a new Major, or Minor version.
A software product reaches EOS one year after EOL. No support will be available beyond this date, and support contracts will not be sold nor extended beyond this date.
Hardware Support Life Cycle
Panzura Appliances are built on standard enterprise server platforms and can consist of hard disk drives and/or SSDs. Customers can purchase the hardware platform chassis and/or disks and SSDs as on-site spares.
A Panzura platform may be shipped with a different underlying server platform or with new disks or SSDs without changing the model number of the appliance as long as the new hardware is fully compatible and interchangeable with the earlier hardware and supported by the same Panzura software version as the original hardware. These changes are transparent to the customer and do not trigger an EOL event.
Panzura will notify customers of EOL on a Panzura Appliance model at least 60 days before the event.
When EOL occurs for a hardware platform it enters support life for a period of three years at which point EOS occurs. During support life, the platform is fully supported under the terms of the customers’ support contract. The EOL applies to the platform and all associated sub-components and spare parts regardless of installation date. New software products released after the hardware EOL may not be available for purchase at Panzura’s discretion and subject to technical limitations.
On-site spares are covered by the same terms as the Panzura platform. Failed platforms or spares used to replace failed components are replenished as covered by the support contract. The replacement hardware may be a different model but is fully compatible with replaced components.
After EOS, a Panzura platform or spare part may not be available from Panzura to repair failures. Customers will be advised of migration and upgrade options to ensure business continuity. EOS applies to the platform and all associated sub-components and spare parts regardless of installation date.
Support contracts will not be sold or extended beyond specified EOS date.
|Created By:||Date:||Version:||Reviewed/Approved By:|
|Dan Boggs||5/11/16||1.4||Clarified EOL of hardware upgrades.|
|Dan Boggs||9/18/13||1.3||Informational note: Latest information now included in release notes.|
|Dan Boggs||5/24/13||1.2||Rich Weber, Shyam Desirazu, Diptish Datta, Al Sadler|
|Diptish Datta||4/16/12||1.1||Ken McKeithan, David Brace, Rich Weber|
|Diptish Datta||4/2/12||1.0||Ken McKeithan, David Brace, Rich Weber|
Table 1: End of Life Policy – Summary
|EOL-SW||Software End of Life. New systems are not shipped with this release. Replacement version of software available.||When a new Major or Minor release occurs, comparable previous versions reach EOL.|
|EOS-SW||Last date that software support is available. Beyond this date, no new Maintenance or Patch releases are made. Support Contracts for this software version will not be extended beyond this date.||1 year from EOL-SW|
|EOL-HW||No longer available for purchase, including upgrades to add expansion. Hardware is supported for up to 3-years and cannot be extended. The software version current at the time of EOL-HW will receive patches for 1-year consistent with the software support policy.||Customers will get 60 days notice of an upcoming hardware EOL.|
|EOS-HW||Last date hardware is supported. Support Contracts for this hardware product will not be extended beyond this date.||3 years after EOL-HW|
Table 2: EOL Software Support Information
See current release notes.
Table 3: EOL Hardware Support Information
See current release notes.