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Support Policy

Software Support HandBook


The MEGA Software Support HandBook gives a description of the services provided by MEGA Support and a guideline to interaction with the MEGA Support team.

This Handbook is available in English and French.

  

Version Lifecycle

 

Description of Maintenance Phases

 

Full Support

Support on Deployment, Issues, Bugs (errors)

Functional Service Packs to provide improvements and general corrections.

CP to provide general corrections.

Limited Support

Support on Bugs (errors)

Hotfixes to provide critical corrections.

 

 CP are delivered only for supported versions (Full/Limited Support).

 

Version Released

Lifecycle

Start Date

Full Support

End Date

Limited Support

End Date

Custom Support

End Date

Notes

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...

...

...

...

 

HOPEX V2

13/07/2016

31/03/2019

31/09/2019

Not available

 

HOPEX V1R3

16/07/2015

31/03/2018

31/09/2018

Not available

 

HOPEX V1R2

02/04/2014

30/06/2016

31/12/2016

31/12/2017

 

 

NOTE: Custom support may be available for some versions and/or solutions only and it’s subject to case by case approval from MEGA. Customers with a valid Maintenance and Support agreement might request Custom Support through their account managers. The intent of Custom Support is to provide Customers with additional time to plan and complete the upgrade to a fully supported HOPEX version. Being on the latest available CP of the version is a prerequisite for Custom Support.

 

Versions not supported

  •  HOPEX V1R1
  •  MEGA 2009, MEGA 2007, MEGA 2005, MEGA 6.1