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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.

  

Version/Release Lifecycle

 

Description of Maintenance Phases

 

Full Support

Support on Deployment, Issues, Bugs (errors)

 

  • Functional changes 
  • New functional features and products
  • Error fixes.

Limited Support

Support on Bugs (errors)

 

  • Fix provided ONLY on critical incident.

 

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

 

Release

Lifecycle

Start Date

Full Support

End Date

Limited Support

End Date

Custom Support

End Date

Notes

HOPEX V3

18/07/2019

31/12/2021

30/06/2022

Not Available

 

HOPEX V2R1 U03

17/10/2017

30/09/2020

31/12/2020

Not available

 

HOPEX V2

13/07/2016

31/03/2019

30/09/2019

Not available

 

 

NOTE: Custom support may be available for some Releases 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 Release. Being on the latest available CP of the Release is a prerequisite for Custom Support.

 

Versions/Releases not supported

  • HOPEX V1R3
  • HOPEX V1R2
  •  HOPEX V1R1
  •  MEGA 2009, MEGA 2007, MEGA 2005, MEGA 6.1
Version history
Revision #:
69 of 69
Last update:
‎12-09-2019 06:07 PM
Updated by:
 
Contributors