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Support policy for HPE Helion
CloudSystem software
Support policy for HPE Helion
CloudSystem software
Page 2
Introduction
The HPE Helion CloudSystem support policy is based on market needs and patterns of
customer deployment of cloud build software offerings. Given the accelerating pace of
innovation and change, it is important for customers to know they can rely on Hewlett Packard
Enterprise as a trusted vendor to be there as they manage their CloudSystem based cloud
deployments. The hallmark of the HPE Helion CloudSystem software support policy is a
consistent and predictable availability of support for its product releases.
Support features and lifecycle
Definitions—Product releases
1.Customers should familiarize themselves with the scope and naming convention of CloudSystem
releases in order to understand the support features and matrix shared further below.
a.General Availability—Defined as the first month the HPE Helion CloudSystem was made
available on the HPE corporate price list for purchase by customers.
b.Major Release—This is a generally available Release that delivers major functional
enhancements and defect fixes. It potentially introduces new APIs and removes deprecated
APIs. Customer interfaces could change for a Major Release. It typically would require a
migration to adopt the Release. It is typically denoted by changing the first digit to the left of
a decimal point in a Release numbering scheme (e.g., CloudSystem 10.0, CloudSystem 11.0).
c.Maintenance Release—This is a generally available release that delivers limited number
of incremental enhancements, and defect repair. No new APIs are added or existing
APIs deprecated. Customer interfaces do not change from the Major Release from
where this Maintenance Release was derived. Maintenance Release maintains backward
compatibility/API contracts with the Major Release from where it is derived from. Although
no migration is required, an upgrade is typically associated with the adoption of a
Maintenance Release. It is typically denoted by changing the first digit to the right of the
decimal point in a Release numbering scheme (e.g., CloudSystem 10.1).
d.Update Release—This is a generally available Update Release that delivers only critical
defect fixes. No new features or APIs are added or removed. Customer interfaces do not
change. No migration is required to adopt the Release. It is typically denoted by changing
the second digit to the right of the decimal point retaining the Major and Maintenance
Release numbers (e.g., CloudSystem 9.0.2). Update Release usually ships on-demand and is
customer driven.
Support policy for HPE Helion
CloudSystem software
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2.CloudSystem licenses are packaged with 24x7 technical support. Customers with active
support contracts are entitled to use any of the supported releases of the licensed HPE Helion
CloudSystem product. The support policy does not impact or change the way a customer
contacts HPE for support and reports and tracks problems or receives software releases.
3.HPE delivers varying levels of technical support for three (3) years, which starts at the
General Availability of a new product release of CloudSystem delivering major functionality
and defect fixes and ends when it is no longer supported (End of Support). The levels of
technical support within the three (3) year timeframe are as follows:
a.Year 1: Active Support—Analyze all customer reported defects and provide defect
fixes as determined appropriate by HPE. Access to fixes for critical and major issues are
delivered as a Maintenance or Update Release.
b.Year 2: Maintenance Support—Critical problems reported by customers are analyzed and
addressed as determined by HPE. Critical problems are defined as those that are related to
a security vulnerability or data integrity issue or outage of your cloud services.
c.Year 3: Critical Security Support—Critical security defect fixes, as determined by
HPE, through an Update Release.
The currently supported CloudSystem releases and their support status appear on Helion
CloudSystem Web portal. Additional information will be available at the HPE Support Center.
HPE publishes a notice of software support discontinuance for a product release at least twelve
months before the effective date on its Helion CloudSystem Web portal.
HPE reserves the right to modify this support policy at any time and will communicate any
modifications with a product announcement, a general policy announcement, a support update,
or any other form of communications.
There are no exceptions to this policy.
Support policy for HPE Helion
CloudSystem software
Helion CloudSystem Support Matrix
The table below outlines the support coverages for Major Releases of HPE Helion CloudSystem.
Table 1: Helion CloudSystem support timeline
Product release
General
availability
End of active
support
End of
maintenance
support
End of critical
security support
HPE Helion CloudSystem 8.x
June 2014
June 2015
June 2016
June 2017
HPE Helion CloudSystem 9.01
September 2015
September 2016
September 2017
September 2018
HPE Helion CloudSystem 10.0 September 2016
September 2017
September 2018
September 2019
1
CloudSystem Releases 9.0.1 and 9.0.2 would follow the support timeline of 9.0.
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© Copyright 2016 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change
without notice. The only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty
statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.
4AA6-6564ENW, September 2016, Rev. 1