End-of-Availability and End-of-Support-Life for Mi5 Networks, Inc Products

book

Article ID: 177811

calendar_today

Updated On:

Products

Web Gateway

Issue/Introduction

End-of-Availability and End-of-Support-Life for Mi5 Networks, Inc Products

 

Resolution

Dear Valued Mi5 Networks Customer:

As you may be aware, Symantec acquired Mi5 Networks, Inc. on March 17, 2009. Since that time, the Mi5 team have been working closely with Symantec Product Management and Technical Support to establish appropriate Product and Appliance lifecycles as well as to merge the different support tools and technologies. Our goal is to make sure that your experience with our new combined organization will be as successful as your experience with Mi5 Networks.


Please read this entire letter for critical information, to help avoid any disruption of your technical support.

End of Mi5 Networks Product/Appliance Availability and Migration Options:
 

    August 3, 2009 will be the last day you can purchase any and all Mi5 software and hardware versions. After August 3, 2009, we will no longer sell licenses for any Mi5 software products. However, you can continue to purchase Symantec support and maintenance services for your Mi5 hardware and software up until the applicable End of Support Life Dates shown below.

    Starting August 3, 2009, customers with current maintenance and support contracts for Mi5 Networks products will have the option to upgrade their Mi5 Webgate software to the Symantec Web Gateway 4.5 software release. This upgrade allows Mi5 customers to migrate to Symantec Web Gateway software and related Symantec branded maintenance and support.

    The Symantec Web Gateway 4.5 software brings Application control and the Symantec Anti Virus Engine at no additional charge to all supported Mi5 customers. Existing Mi5 Webgate licenses (including Content Filter, Sophos AV, and Spywash) will be enabled and supported by the Symantec Web gateway v4.5 software throughout the term of your Mi5 license.

    Please review the migration chart below, for information on the Symantec product upgrade/replacement path for Mi5 products, beginning August 3, 2009.
Product Description
Version
Upgrade/Replacement Product
Mi5 Networks URL Filtering module
N/A
Symantec Web Gateway URL Filtering Add-on
Mi5 Networks Application Control module
N/A
No need for a separate license.
Now part of Symantec Web Gateway
Mi5 Networks Virus Protection module
N/A
Add-on Module is replaced by Symantec Anti Virus now part of Symantec Web Gateway.
No need for a separate license
Mi5 Networks SpyWash
N/A
Product is Discontinued
Mi5 Networks Appliances
001, 003, 005, CL10
New HW model - Symantec SWG8450
Mi5 Networks Appliances
007, 009, CL100
New HW model - Symantec SWG8490


End-of-Support Life Dates:
 

    Please refer to the chart below for the timelines when support services for Mi5 products will ramp down, and the timelines on which any type of support services (including content updates) will cease to be provided for the Mi5 hardware and software products.


· Important Note: This means that if you choose not to migrate your Mi5 Networks licenses to Symantec Web Gateway products, over time you will lose access to all support and maintenance (including content updates) for your Mi5 products.

    You may continue to purchase support and maintenance renewals for your Mi5 products up until the applicable End of Support Life (EOSL) Dates shown below. Symantec will continue to provide support services to you for your Mi5 products through the earlier of the EOSL Date shown below, or expiration of the remaining term of your Symantec branded support subscriptions for the Mi5 products. Symantec will provide all support services in accordance with Symantec support policies and end of life policies and processes. Note that you may continue to purchase renewals for Symantec support subscriptions for your Mi5 products; however the term of any such renewals will only last up to the End of Support Life Date.
Product Description
Version
End of Life (EOL) Date
End of Standard Support and Start of Partial Support
Date
End of Support Life Date
Mi5 Networks URL Filtering module,
Mi5 Networks Application Control module,
Mi5 Networks Virus Protection module,
Mi5 Networks SpyWash
3.x
14-Aug-2009
31-Dec-2009
31-Dec-2009
Mi5 Networks URL Filtering module,
Mi5 Networks Application Control module
4.0
14-Aug-2009
14-Aug-2010
14-Aug-2011
Mi5 Networks Virus Protection module
4.0
14-Aug-2009
31-Dec-2011
31-Dec-2011
Mi5 Networks SpyWash
4.0
14-Aug-2009
30-Jun-2012
30-Jun-2012
Mi5 Networks Appliances
001, 003, 005, CL10
31-Dec-2009
31-Dec-2011
31-Dec-2011
Mi5 Networks Appliances
007, 009, CL100
31-Dec-2009
31-Dec-2011
31-Dec-2011



Support Lifecycle Definitions. Please note the definitions below. These are key to your understanding the level of support services we will provide to you as your Mi5 products move through their product and support life cycle.
 

    End of Life: “End of Life” or “EOL” means when we cease marketing or distributing a Major Release and its related releases of Licensed Software or hardware. The End of Life date starts the timeline and process leading to End of Support Life for that Major Release and its related Minor Releases and Maintenance Packs, or hardware versions.

    Standard Support: Provided the customer maintains a current technical support subscription for the product, Symantec will provide Standard Support for issues at all severity levels for your Mi5 product that has reached End of Life, up until the date identified in the table above as the End of Standard Support Date. “Standard Support” means a level of Support Services that we provide to you in response to a Case for a product that is still commercially generally available, or that has already reached its end of life. A technical support engineer and/or applicable engineering resources will provide Fixes, and error corrections for your Licensed Software. Standard Support is limited to modifications or additions to the Licensed Software that establish or restore substantial conformity with its Documentation. Standard Support also includes access to Content Updates (if applicable) as described herein. Note that sometimes “Standard Support” may be referred to as “Full Support” or “Normal Support.”
    During this Standard Support period, we will determine when it will be most effective to develop a new Fix, such as cases where there has been data loss, production system down, or significant security vulnerabilities identified, or other significant defects. For other types of Problems, we will typically either provide an existing Fix, or workaround. Customers may also access Content Updates during this Standard Support period as well. At the end of this Standard Support period, we will stop providing Standard Support.

    Partial Support: At the end of the Standard Support period described above, we will cease providing any Standard Support, and we will cease providing any Content Updates. Instead, we will provide “Partial Support” for all Cases at all Severity Levels. “Partial Support” is a more limited level of Support Services than you would receive under “Standard Support.” Partial Support is when our technical support engineer provides you with known Fixes/Patches/Workarounds, existing Maintenance Packs, or information from our technical knowledge base in response to your request for assistance. Partial Support does not include development of any new modifications to your Licensed Software. Nor will we attempt to reproduce the Problem or escalate issues through management channels or to our engineering resources. Such Partial Support will be subject to the availability of resources, and we may need to limit the time we are able to spend on the Problem.

    End of Support Life: When the product versions identified in the table above reach their End of Support Life, we will cease providing any Standard Support and any Partial Support.


 


    Yours sincerely,

    Symantec Integration Management Office
    David Hare Vice President, Enterprise Support Services