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 Support

Support 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 Support

Support 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 Aquila	12/10/2023	31/01/2026	30/06/2026
HOPEX V5	14/09/2021	31/12/2024	30/09/2025	Support Policy V4 & V5
HOPEX V4	24/06/2020	30/09/2022	31/01/2024	Support Policy V4 & V5 Custom Support on demand

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/