Support Policy

Support Policy

Support Policy

Last updated: October 10, 2023

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 SupportSupport on Deployment, Issues, Bugs (errors)
  • Functional changes 
  • New functional features and products
  • Error fixes acccording to severity.
    • On last Service Pack released for critical incident
    • On next Service Pack for non-critical incident
Limited SupportSupport on Bugs (errors)
  • Error fixes provided ONLY on critical incident on last Service Pack release.
Custom Support

Support on Bugs (errors)

Subject to restriction on perimeter and duration

  • Custom Support is an additional Services subject to a specific contract.  The intend of Custom Support is to provide Customers with additional time to plan and complete the upgrade to a fully supported HOPEX Release. 
  • 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.  
  • Being on the latest available SP of the Release is a prerequisite for Custom Support.
  • Release means a new version of HOPEX, introducing new features or new solutions.
  • Service Pack (SP) means updates to make HOPEX more reliable. Service Pack can include security and performance improvements, plus Fixes. Each Service Pack is meant to improve a Release. 
  • Cumulative Update (CU) means fixes created and provided by MEGA outside the context of a Release or a Service Pack. Cumulative Update are typically addressing critical Errors. 

 

Release

Lifecycle

Start Date

Full Support

End Date

Limited Support

End Date

Notes
HOPEX Aquila12/10/202331/01/202630/06/2026 
HOPEX V514/09/202131/12/202430/09/2025
HOPEX V424/06/202030/09/202231/01/2024

 

Integrated libraries with High or Medium known vulnerability will be fixed on HOPEX supported version, last CU.

Severity of vulnerability is based on CVSS v2 scoring calculated by NVS (National Vulnerability Database) ; https://nvd.nist.gov/

 

EA Community Thailand Meetup 2022

MEGA International Partners with MANTA to Accelerate Enterprise Transformation with Data Lineage and Governance Solutions

MEGA International today announced it has partnered with MANTA, the data lineage platform, to deliver comprehensive data lineage and governance solutions to their customers and partner organizations.

The complexity of today’s ecosystems has left many organizations struggling to navigate the expanding, highly interconnected data environments, resulting in slower data delivery, increased number of incidents and unreliable business insights.

Through this partnership, MEGA and MANTA’s combined solutions deliver a comprehensive view of data environments to inform critical business insights for their customers. Now integrated with the MEGA HOPEX Platform, MANTA’s data lineage enriches MEGA’s data governance capabilities, ensuring that users have access to the full scope of their pipelines to make informed, data-driven business decisions.

We are pleased to partner with MEGA to equip organizations with the tools needed to manage increasingly complex data systems,” said Petr Stipek, vice president of partnerships at MANTA. “Integrating with the HOPEX platform ensures that customers have access to the full scope of their data with the flexibility and scalability required to meet the rapidly evolving needs of business.”

“We are excited to propose MANTA’s powerful technical data lineage capabilities to our customers to help them automate this critical phase of any data governance initiative. By combining both solutions, we enable these organizations to become more data-driven and accelerate their digital business transformation,” said Robert Raiola, Senior Vice-President of Marketing at MEGA International. 

 

About MANTA

MANTA is a world-class data lineage platform that helps fix your blind spots and offers a line of sight into your data environment. By automatically scanning your data environment, MANTA builds a powerful map of all data flows and delivers it through a native UI and other channels to both technical and non-technical users. With MANTA, everyone gets full visibility and control of their data pipeline. Visit getmanta.com to learn how MANTA can help your company leverage data as a true corporate asset.

About MEGA International

MEGA International is a global SaaS software company offering solutions for Enterprise Architecture, Business Process Analysis, Governance, Risk and Compliance and Data Governance operating in 52 countries. MEGA created HOPEX, a collaborative platform, that provides a single repository to help companies collect, visualize, and analyze information to better plan and adapt to change.

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EA Community Indonesia Meetup 2022: The State of Enterprise Architecture