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).

 

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

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

 

 

Release

Lifecycle

Start Date

Full Support

End Date

Limited Support

End Date

Custom Support

End Date

Notes

HOPEX V5

14/09/2021

31/12/2024

30/09/2025

(*)

 

HOPEX V4

24/06/2020

30/09/2022

31/01/2024

(*)

 

HOPEX V3

18/07/2019

30/09/2021

30/06/2022

(*)

NOT SUPPORTED

HOPEX V2R1 U3

17/10/2017

30/09/2020

30/06/2021

(*)

NOT SUPPORTED

(*) Contact your local Sales Rep.

 

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 V3
  • HOPEX V2R1 U1/U2/U3
  • HOPEX V2
  • HOPEX V1R1/R2/R3
  •  MEGA 2009, MEGA 2007, MEGA 2005, MEGA 6.1