What does EOS (End Of Support) really mean.

Document ID : KB000103829
Last Modified Date : 29/06/2018
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Question:
What does EOS (End Of Support) really mean for any CA product.
Answer:
Basically what it means is: 
  • There will be no level 1 technical support (what a customer currently get via assisted cases/tickets) available. Once a product reaches EOS, it is self-service only. Meaning you search online to find available answers/solutions (e.g. in our knowledge base, community posts etc) and use that channel to address whatever is not working or any 'how to' related help that maybe needed. 
  • This also means, our sustain engineering and development team(s) will not write any new code fixes or enhancements to the source code once it reaches EOS. All work will be done on an active code line and future release of the product that is in pipeline. 

NOTE:
Customers do have an option to purchase an 'Extended Support' for EOS products though. If interested, we advise customers to work with their local CA Account team to get all the details.