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Frequently Asked Questions: End of Primary Support Policy (EOPS)

What is End of Primary Support (EOPS)?
RSA products reach End of Primary Support (EOPS) a minimum of 36 months following the date of the product's general availability (GA). Once a product reaches EOPS, RSA Technical Support is no longer available under the RSA Basic and Enhanced maintenance contracts. If you are interested in uninterrupted support, you must upgrade to a current release or contract for RSA Extended Support. You must have a current maintenance contract (Basic or Enhanced) as a prerequisite to an Extended Support purchase. Extended Support coverage varies dependent on whether it is Year One or Year Two.

What is included in Extended Year One?
Year One Extended Support extends product support for up to one year beyond the published EOPS date. You receive all the benefits provided by your previous support agreement for all Severity 1 cases, including hot fixes to product defects. For cases at other severity levels, you receive best-effort support but no hot fixes.

What is included in Extended Year Two?
Year Two Extended Support extends product support for as much as a second year beyond the published EOPS date. During the second year, you receive technical support assistance on operation of RSA software as well as known workarounds to product defects for Severity 1 cases. Hot fixes and engineering support are not included.

What happens if I have a current RSA Basic or Enhanced contract and the product version reaches the End of Primary Support date?
To maintain uninterrupted coverage, you would need to purchase an Extended Support contract to cover the period between the EOPS date and the termination date of the original Basic or Enhanced contract.

Example: You have a maintenance contract from 1/1/2012 through 12/31/2012. A product reaches its EOPS date on 9/30/2012. An Extended Support Contract is required from 10/1/2012 through 12/31/2012.

In the EOPS matrix there are some products that have a NO for Extended Support Year One and YES for Extended Support Year Two. Why is this?
The option for Year One is not available but you can select Year Two.

What if I have a current RSA Basic or Enhanced contract and decide not to participate in the Extended Support program for my product version that has reached End of Primary Support?
If the product version has reached its End of Primary Support date and Extended Support is not purchased, technical support is not available.

What is an agent incident pack agreement?
An agent incident pack agreement is a preset number of incidents you can file to obtain RSA support for an agent that has reached its End of Primary Support date.

Is Basic or Enhanced support required to purchase an agent incident pack agreement?
Yes.

Can I buy an agent incident pack agreement with monthly terms?
Yes. You can purchase a set number of incidents over a set number of months, not to exceed 24 months past the agent’s End of Primary Support date.

How long is an incident valid?
An incident is valid during the time allotted on the agreement for that incident. For example, if you have an incident that is valid for three months and do not use it, it becomes invalid.

Can an incident be used for an RSA Access Manager or RSA Authentication Manager agent?
Yes.

If you would like to discuss your support options, please call the number below:

  • United States: 1-877-RSA-4900 or 781-515-5000
  • Europe, Middle East, Africa: +44 (0)1344 781000
  • Asia/Pacific: +65 733 5400
  • Japan: +81 3 5222 5200
Notes:
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