{"id":1722,"date":"2010-03-22T09:00:21","date_gmt":"2010-03-22T09:00:21","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/?p=1722"},"modified":"2010-03-22T22:43:53","modified_gmt":"2010-03-22T22:43:53","slug":"three-phases-of-microsoft-support","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2010\/03\/three-phases-of-microsoft-support.htm","title":{"rendered":"Three phases of Microsoft support"},"content":{"rendered":"<p>The <a href=\"http:\/\/support.microsoft.com\/default.aspx?scid=fh;en-us;lifecycle\">Microsoft support lifecycle policy<\/a> has been around since October 2002 but still seems to be a source of confusion for many.\u00c2\u00a0 In effect, there are three phases of support:<\/p>\n<ul>\n<li><a href=\"http:\/\/blogs.technet.com\/lifecycle\/archive\/2008\/03\/07\/an-explanation-of-the-mainstream-support-phase.aspx\">Mainstream support<\/a> provides full product support, including security updates, hotfixes and the ability to raise product enhancement requests.<\/li>\n<li><a href=\"http:\/\/blogs.technet.com\/lifecycle\/archive\/2008\/03\/17\/extended-support-for-business-and-developer-products.aspx\">Extended support<\/a> means that a product is on its way towards retirement and, in order to open a support case on a products in its extended support phase, a Premier Support contract with Microsoft is required. There is a higher risk involved in relying on products in their extended support phase (when compared with mainstream support products) as\u00c2\u00a0extended support is only available for business and developer products &#8211; and it does not allow product enhancement requests, or non-security updates (unless an Extended Hotfix Support Agreement is available &#8211; more on that in a moment&#8230;).<\/li>\n<li>Self-help means \u00e2\u20ac\u0153Google it!\u00e2\u20ac\u009d as\u00c2\u00a0Microsoft will not accept support requests for products in this phase.\u00c2\u00a0 The <a href=\"http:\/\/support.microsoft.com\/\">Microsoft knowledge base<\/a> is available, as are all the resources of the Internet, but the risks involved with of running out-of-support products is high.<\/li>\n<\/ul>\n<p>For business and developer products, there is normally 5 years of mainstream support, followed by 5 years of extended support.\u00c2\u00a0 Self-help via the Microsoft online support site will be available for at least 10 years.\u00c2\u00a0 There are some exceptions (e.g. Windows XP) as these products predate the support lifecycle policy.\u00c2\u00a0 For consumer products there is no extended support, just\u00c2\u00a05 years of mainstream support, and the commitment to self-help from Microsoft is 8 years.<\/p>\n<p>Microsoft does have support solutions for individual customers that are forced to stray outside mainstream support.\u00c2\u00a0 <a href=\"http:\/\/blogs.technet.com\/lifecycle\/archive\/2008\/04\/11\/what-is-extended-hotfix-support.aspx\">Extended Hotfix Support agreements<\/a> allow customers to request non-security hotfixes for products in their extended support phase and these agreements involve substantial fees (for the agreement, and for every non-security hotfix requested). Furthermore,\u00c2\u00a0there is no contractual commitment from Microsoft to agree to a hotfix request. <a href=\"http:\/\/download.microsoft.com\/download\/3\/a\/5\/3a5b342b-2f1b-4ebe-9261-98205902a74f\/custom_support_agreement.pdf\">Custom Support agreements<\/a> are prohibitively expensive and designed to provide limited support during the self-help<br \/>\nsupport phase. These agreements are product- and customer-specific.<\/p>\n<p>Finally,\u00c2\u00a0be aware that the support lifecycle does not just apply to product versions, but service pack and cumulative update versions too.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Microsoft support lifecycle policy has been around since October 2002 but still seems to be a source of confusion for many.\u00c2\u00a0 In effect, there are three phases of support: Mainstream support provides full product support, including security updates, hotfixes and the ability to raise product enhancement requests. Extended support means that a product is &hellip; <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2010\/03\/three-phases-of-microsoft-support.htm\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Three phases of Microsoft support<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[],"tags":[1],"class_list":["post-1722","post","type-post","status-publish","format-standard","hentry","tag-microsoft"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Three phases of Microsoft support - markwilson.it<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2010\/03\/three-phases-of-microsoft-support.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Three phases of Microsoft support - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"The Microsoft support lifecycle policy has been around since October 2002 but still seems to be a source of confusion for many.\u00c2\u00a0 In effect, there are three phases of support: Mainstream support provides full product support, including security updates, hotfixes and the ability to raise product enhancement requests. 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And every business application, whether COTS or bespoke, has an owner, who maintains a road map and makes sure that it's not going\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/matrix-1735640_1920.jpg?fit=1200%2C750&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/matrix-1735640_1920.jpg?fit=1200%2C750&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/matrix-1735640_1920.jpg?fit=1200%2C750&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/matrix-1735640_1920.jpg?fit=1200%2C750&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/matrix-1735640_1920.jpg?fit=1200%2C750&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":396,"url":"https:\/\/www.markwilson.co.uk\/blog\/2004\/06\/microsoft-to-withdraw-support-for.htm","url_meta":{"origin":1722,"position":1},"title":"Microsoft to withdraw support for VBscript","author":"Mark Wilson","date":"Tuesday 8 June 2004","format":false,"excerpt":"OK, we've all heard of Microsoft trying to withdraw support for a product (NT 4.0 anybody?), but at a recent partner event they stated that support for VBscript is to be phased out. Apparently there is a replacement product codenamed Monad, which will allow the scripting of console applications. When\u2026","rel":"","context":"In \"Microsoft Windows\"","block_context":{"text":"Microsoft Windows","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/windows"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":411,"url":"https:\/\/www.markwilson.co.uk\/blog\/2006\/11\/why-windows-vista-doesnt-mean-that-xp.htm","url_meta":{"origin":1722,"position":2},"title":"Why Windows Vista doesn&#8217;t mean that XP is dead (yet)","author":"Mark Wilson","date":"Thursday 9 November 2006","format":false,"excerpt":"Last night, I wrote a post about how Windows Vista is finally here but that Windows XP users are long overdue a service pack. Well, having read it again in the cold light of day, I think I should add some clarification. I'm not suggesting that organisations stick with Windows\u2026","rel":"","context":"In \"Microsoft Windows Vista\"","block_context":{"text":"Microsoft Windows Vista","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/windows-vista"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":949,"url":"https:\/\/www.markwilson.co.uk\/blog\/2007\/11\/now-is-the-time-to-start-planning-for-windows-server-2008.htm","url_meta":{"origin":1722,"position":3},"title":"Now is the time to start planning for Windows Server 2008","author":"Mark Wilson","date":"Thursday 22 November 2007","format":false,"excerpt":"I recently attended a presentation at which the CA (formerly Computer Associates) Directory of Strategic Alliances, Dan Woolley, spoke about how CA is supporting Windows Server 2008. 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