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Delphix

Delphix Product Lifecycle Policies (Support and Upgrades)

Product Line Policies

Product Release and Upgrades

  • Major Releases or Minor Releases of the Software are typically released every nine (9) months.

  • Maintenance Releases, to the most prior Major Release or Minor Release of the Software, are typically released every eight (8) weeks, until the next Major Release or Minor Release are released, and as needed thereafter.

  • A Major Release or Minor Release will be supported for twelve (12) months from the date of the subsequent GA (generally available) release of a Major Release or Minor Release.

  • “Support” means Delphix will accept inquiries and make commercially reasonable efforts to resolve customer-reported issues. When and if code changes are required, updates will be delivered either in scheduled releases (Major Release, Minor Release, or Maintenance Release depending on schedule and size of the change) or ad hoc via hotfixes to only supported platforms.

  • A Major Release or Minor Release will enter “Extended Support” for up to forty-eight (48) months after the support period has lapsed (i.e. 12 months from the date of the subsequent GA release of a Major Release or Minor Release).

  • “Extended Support” means Delphix will accept support inquiries relating to the Software and will  answer inquiries for non-supported versions of the Software, but will not deliver patches, updates, or code changes to software in Extended Support. Inquiries will not lead to root cause analysis unless related to an already understood and documented issue relating to the Software.

  • Delphix supports direct upgrades from the two previous minor or major releases. If the target release is more than two minor or major releases out of date, then multiple upgrades will be necessary. The supported upgrade paths are documented in release notes.

  • Delphix releases Software in three states: beta, limited availability (LA), and general availability (GA).

    • Beta Release

      • All feature development and basic testing is done, however, the Software is not yet fully regression tested.

      • The Software is available to customers who have agreed to participate in Delphix’s beta testing program.

      • Limited support is available from the Delphix Program Management and Engineering teams.

      • Software is not intended to be used in production.

    • Limited Availability Release

      • The release has been tested by Delphix, but has limited customer exposure (via the beta program). The software has been fully tested internally - including functional, performance, scalability, and longevity testing.

      • Due to its limited customer exposure, it is best suited for new installs and customers requiring specific capabilities of the release.

      • The release is supported and problem remediation will be based on severity and complexity, as is with GA releases.

      • The Software is made available by request.

      • Public documentation is fully updated.

      • Upgrade to the GA release is supported.

    • General Availability Release

      • The release has been through extended testing by Delphix and has had extensive exposure to a broad set of customer situations.

      • The release is intended for general deployments.

      • The release is fully supported.

      • The Software is downloadable by any Delphix customer.

      • Public documentation is updated with any changes from the Limited Availability release.

      • Emails are sent to customers announcing the release.

      • Knowledge base articles are updated.

  • Delphix will make the most current release of the Software available for downloading for the duration that it is supported (as defined above).

  • Delphix will maintain documentation and a technical knowledge base for the currently supported releases of the Software.

  • New features and bug fixes will be incorporated in new releases (i.e. generally in a Major Release and/or Minor Release). Bug fixes delivered in a Maintenance Release will be incorporated in all subsequent Major Releases and Minor Releases if such bug fixes are commonly experienced by general customer base.

  • Delphix occasionally releases hotfixes. Hotfixes are considered on a per-customer basis when a critical situation occurs that cannot be resolved timing-wise with forthcoming releases. Hotfixes are only supported until a permanent fix is included in a subsequent release. Hotfixes are not made available for non-supported releases (including releases in extended support).

  • If Delphix moves the entire product to End of Support Life (EOSL), the product will be supported for a year on the final major or minor version of the software, after which point it will move to Extended Support.

 

Product Configurations: Occasionally the Delphix Services team will implement custom code on top of the Software’s standard public interfaces. These configurations (including, but not limited to, pre- and post-hook scripts, API scripting, and integrations with monitoring/compliance tools) are generally transitioned to our customers or to their third party designees for on-going maintenance. These types of customizations are generally for use with the version of the Software on which the configurations were implemented. When new versions are provided, our customers or their designees must determine if there is an impact on these configurations through their normal configuration management and regression testing processes. An additional service engagement will be required to validate custom configuration on new versions of the software.

 

Third Party Platform Support: A third party software hypervisor is required to run the Delphix Engine. Delphix maintains support for these third party hypervisors as follows:

  • For new versions of third party vendors’ software products (“Third Party Software”), Delphix will use commercially reasonable efforts to analyze such Third Party Software upon its general release and work with our customer base to determine when and if the adoption will reach critical mass and then choose Delphix’s appropriate release vehicle to include support for that version.

  • New Delphix releases will no longer support versions of Third Party Software for which the third party vendors have removed general support or as other business reasons dictate.

  • As support for Third Party Software changes, Delphix will update our release notes, documentation, and send our customers emails of the changes.

 

Virtualization Engine Specific Support Policies

Third Party Software Support: The Delphix Virtualization Engine is used to manage, make copies, and manipulate data in third party data software. Support of such third parties (see below definition of support) is crucial.

  • “Support” means Delphix will create and maintain the ability to connect to and make copies of data in the Third Party Software. Support for data virtualization is limited to the data platforms and associated Operating System versions defined on Delphix’s official virtualization support list.  While in a supported state, Delphix will address issues related to a Third Party Software and collaborate with that Third Party Software vendor if issues are based in such Third Party  Software.

  • For new versions of Third Party Software or Operating Systmes, Delphix will use commercially reasonable efforts to analyze such Third Party Software upon its general release and work with our general customer base to determine whether the adoption will reach critical mass and Delphix’s appropriate release vehicle.

  • New Delphix releases will no longer support versions of Third Party Software for which the third party vendors have removed general mainline support or as other business reasons dictate.

  • As support for Third Party Software changes, Delphix will update our release notes, documentation, and send our customers emails announcing the changes.

 

Masking Engine Specific Support Policies

Third Party Software Support: the Delphix Masking Engine is used to connect to, profile, and mask data in third party data platforms. Support of such third parties (see below definition of support) is crucial.

  • “Support” for data masking platforms is limited to the platforms defined on Delphix’s official masking support list. These platforms have been developed, tested, and documented by engineering. The functionality provided by each data masking platform may be different.

  • For new versions of Third Party Software, Delphix will use commercially reasonable efforts to analyze such Third Party Software upon its general release and work with our general customer base to determine whether the adoption will reach critical mass and Delphix’s appropriate release vehicle.

  • New Delphix releases will no longer support versions of Third Party Software for which the third party vendors have removed general support or as other business reasons dictate.

  • As support for third party software changes, Delphix will update our release notes, documentation, and send our customers email notifications of the changes.

 

Mapplet Support: The Delphix Masking Engine ships with commonly used algorithms for masking data. When a customer needs to mask in a way that is not supported by the baseline product, a custom algorithm, known as a mapplet, can be commissioned from the Delphix Services team.

  • Mapplets are developed by the Delphix Services team and installed on behalf of the customer.

  • Mapplets are designed to work with a specific version of the Masking Engine. Validation for future versions can be coordinated by engaging a new or extended contract with the Delphix Services team.

  • Customer-written mapplets are not supported by Delphix.

  • Support for mapplets is generally a customer responsibility.  At the time a mapplet is delivered by Delphix Services to a customer, the mapplet will be handed over to the customer or a designated third party for on-going maintenance and support.  If the customer wishes the Delphix Services team to provide such maintenance, this must be coordinated with the Delphix Services team under an engagement/project.

Visual Guide

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Delphix Virtualization Engine

Release

General Availability

End of Primary Support

End of Extended Support

5.1 Dec-19-2016 TBD TBD
5.0 Feb-05-2016 Dec-19-2017 Dec-19-2021
4.3 Aug-25-2015 Feb-05-2017 Feb-05-2021
4.2 Mar-23-2015 Aug-25-2016 Aug-25-2020
4.1 July-18-2014 Mar-23-2016 Mar-23-2020
4.0 Mar-10-2014 Jul-18-2015 Jul-18-2019
3.2 Jul-15-2013 Mar-10-2015 Mar-10-2019
3.1 Feb-13-2013 Jul-15-2014 Oct-14-2018
3.0 Oct-15-2012 Feb-13-2014 Feb-13-2018
2.7 Mar-22-2012 Oct-15-2013 Oct-15-2017

Delphix Masking Engine

Release

General Availability

End of Primary Support

End of Extended Support

5.1 Dec-19-2016 TBD TBD
5.0 Feb-05-2016 Dec-19-2017 Dec-19-2021
4.7 Aug-5-2016 Feb-5-2017 Feb-5-2021
4.6 Feb-15-2015 Aug-5-2016  Aug-5-2020 
4.5 Aug-22-2014  Feb-15-2016 Feb-15-2020
4.4 Feb-10-2014 Aug-22-2015 Aug-22-2019

Mission Control

Release

General Availability

End of Primary Support

End of Extended Support

1.4.1 Jun-30-2016 TBD TBD
1.4.0 Oct-11-2015 Jun-30-17 Jun-30-2021
 
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