1. The product service support period of each major version is 7 years from the release date: 5 years of standard service + 2 years of basic service, XSKY encourages users to upgrade the version during the 2 years of basic service. Service Content:
Service Content |
5 Years Standard Service |
2 years of basic service |
Install |
Y |
general listing |
configuration using |
Y |
stop expansion |
Maintenance updates and upgrades |
Y |
Stop Standard Support |
new bug fixes |
Y |
Stop Standard Support |
new hardware upgrade |
Y |
Y |
Submit a support request |
Y |
Stop Standard Support |
Support |
Web, mail, phone, IM |
Web, mail, phone, IM |
existing bug fixes |
Y |
Y |
number of questions |
unlimited |
unlimited |
2. Consulting services throughout the customer life cycle; 40+ original factory technical support centers nationwide to ensure a high SLA of business services; one-to-one TA support.
3. After EOSL, all support for this version of the product will be stopped. If there is a need in the future, you can still upgrade the version by purchasing the upgrade service, but you need to make up for the maintenance fee that was paid during the period (up to the point where the service is released), otherwise you will not be able to obtain the corresponding Maintenance service.
4. The above management strategy is only for other major versions of products except V2, and some users who still use V2 products, XSKY Tianhe can provide individual case upgrade support services.