There are two aspects to support:
- Support from engineering, which comprises compatibility tests of the operating system, new feature support, and bug and vulnerability fixes.
- Technical support for configuration and troubleshooting.
When is engineering support for a Microsoft operating system applicable?
The engineering support for a Microsoft operating system is available if the following criteria are met:
The engineering support for a Microsoft operating system is available if the following criteria are met:
- The operating system is part of the mainstream support release.
- The operating system is in the extended support phase. We fix critical bugs and vulnerabilities in our "supported version" of DLP.
NOTE: Applicable only if the fix "doesn't require" a major change to cater to the operating system in extended support.
- No changes or updates in the operating system from Microsoft are needed.
Is support provided for older operating systems?
We don't offer engineering support on older operating systems in the following scenarios:
We don't offer engineering support on older operating systems in the following scenarios:
- The operating system is moved to extended support and Microsoft ends mainstream support. For details, see Lifecycle FAQ - Extended Security Updates.
- A new feature is requested specific to the support operating system in extended support.
- The DLP product fixes require updates and upgrades from Microsoft which aren't supported or offered by them.
- It's necessary to deliver a fix in the End of Life version of DLP to cater to the operating system in extended support.
- It's necessary to backport a newer DLP version to work on older Microsoft operating systems in extended support.
NOTES:
- From a Technical Support standpoint, if the operating system reaches end of mainstream support and is in extended support from Microsoft, then the support engineers offer support at their discretion only on best-effort basis.
- Based on the operating system support phase from Microsoft, the operating system mentioned in the "Operating Systems with Extended Support" section are in extended support. For these operating systems in extended support, the above criteria of limited support from Tech Support is applicable.
