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How does the Support Lifecycle policy work with the Essential and Premier support agreements?

April 26, 2017agreements Essential lifecycle policy Premier support

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How does the Support Lifecycle policy work with the Essential and Premier support agreements?

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In the Mainstream Support phase, customers receive the same support as they do today with no additional contracts or agreements. In the Extended Support phase, paid assisted support and security update support are provided. An Extended Hotfix Support contract is required for hotfix support. Customers with existing support contracts can work with their technical account manager (TAM) or with their technical account specialist (TAS) to determine the options that are available for their specific circumstances. Non-managed accounts (customers who have no support contract) have the option to participate in the Extended Hotfix Support program that provides minimal account management to allow for hotfix requests.