Support Policy

Support Policy

Last updated: October 10, 2023

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 SupportSupport on Deployment, Issues, Bugs (errors)
  • Functional changes 
  • New functional features and products
  • Error fixes acccording to severity.
    • On last Service Pack of the latest minor release available for critical incident
    • On next Service Pack of the latest minor release available for non-critical incident
Limited SupportSupport on Bugs (errors)
  • Error fixes provided ONLY on critical incident on last Service Pack of the latest minor release available.
Custom Support

Support on Bugs (errors)

Subject to restriction on perimeter and duration

  • Custom Support is an additional Services subject to a specific contract.  The intend of Custom Support is to provide Customers with additional time to plan and complete the upgrade to a fully supported HOPEX Release. 
  • 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.  
  • Being on the latest available SP of the latest Release (minor release) is a prerequisite for Custom Support.
  • Release means a new version of HOPEX, introducing new features, new solutions or Breaking change. Breaking change refers to a modification or update in software, code, or a system that is not backward compatible and disrupts the existing functionality.
  • Minor Release includes small new features and evolutions without any Breaking change. 
  • Service Pack (SP) means updates to make HOPEX more reliable. Service Pack can include security and performance improvements, plus Fixes. Each Service Pack is meant to improve a Release. 
  • Cumulative Update (CU) means fixes created and provided by MEGA outside the context of a Release or a Service Pack. Cumulative Update are typically addressing critical Errors. 

 

Release

Lifecycle

Start Date

Full Support

End Date

Limited Support

End Date

Notes
HOPEX Aquila12/10/202330/06/202731/12/2027 
HOPEX V514/09/202131/12/202430/09/2025
HOPEX V424/06/202030/09/202231/01/2024

 

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

Severity of vulnerability is based on CVSS v3 scoring calculated by NVD (National Vulnerability Database) ; https://nvd.nist.gov/