Introduction

This document describes the support policy for Secure Endpoint Connector software.

Policy

Cisco is publishing this Support Policy for Private Cloud Administration software, Private Cloud Virtual Appliance, and Secure Endpoints Connector software hosted on the Secure Endpoint Cloud or Private Cloud.

Cisco will provide technical support (TAC), bug fixes, and product enhancements of the Private Cloud Administration software, Private Cloud Virtual Appliance, or Secure Endpoint Connector software, for a minimum of one year after the release of each software version. The Secure Endpoint Connector release date for the public Secure Endpoints cloud and Private Cloud may differ depending on the release date of the same connector version on each deployment type. After one year, the version will no longer be supported for future bug fixes and product enhancements, except for connector versions specifically published for legacy operating system support. If you experience a problem with an unsupported software version, you may be asked to validate whether a newer maintenance release or most current release resolves your issue.

Secure Endpoint connector support on all operating systems will align with the vendor’s published end-of-support schedule. Cisco support for legacy operating systems, such as those in extended support, require the customer to maintain all necessary extended support contracts to ensure the endpoint operating system has active vendor support.

Legacy versions of an operating system may require running a specific version of the Secure Endpoint connector software to receive technical support. The specific version will maintain operating system compatibility but may not receive all new product features and updates only made for critical bug fixes. Testing for Secure Endpoint software and upgrade paths will be limited only to supported versions as outlined in this policy.

Future releases of the Secure Endpoint Cloud and Private Cloud console will be restricted to only display and allow download of Secure Endpoint connector versions that are officially supported. The Secure Endpoint Private Cloud website will be updated to only display and allow download of supported versions of the Private Cloud software. Secure Endpoint Cloud or Private Cloud console releases may remove unsupported versions after the software has officially become unsupported.

Table 1. Policy Timeline

This table outlines the milestones for the announced Support Policy.

As of the publishing of this Support Policy, the End-of-Support Announcement for Secure Endpoint Connector Versions has been made to detail specific Secure Endpoint Connector versions immediately impacted by this Support Policy.

Exceptions

• Pre-release Versions
  Pre-release versions such as betas and early field tests do not follow the standard Support Policy and are governed by the support provided during the beta period.
• One-off Removal
  While Cisco will make every attempt to avoid the case, it may be necessary to remove a released version of the Secure Endpoints connector due to the severity or frequency of issues seen in-field or to address security concerns.  In that event, we may remove and either 1) make available a new version that addresses the issues or 2) provide a recommendation on which version customers should upgrade to. If a connector is removed, the version of the connector may be unavailable for download and not configurable for upgrade through connector policy settings. These changes may require a scheduled release of the Secure Endpoint console or Private Cloud software and will be made available at the earliest chance.
• Operating System Compatibility
  Some connector features may require upgrading to the latest operating system or patch level as features may be dependent on compatibility or capabilities of the installed operating system. As such, not all Secure Endpoint features will be available on all versions of an operating system and may require upgrading for all functionality to be available for the connector.
• Older Connector Versions
  Secure Endpoint connector releases for legacy or older operating systems may not have all features and capabilities back-ported due to technical limitations. Support for connector versions on these operating systems will be limited to critical maintenance releases and patches and do not guarantee support of new features.

Additional References

Cisco Secure Endpoint Windows Connector OS Compatibility

Cisco Secure Endpoint Linux Connector OS Compatibility

Cisco Secure Endpoint Mac Connector OS Compatibility

Secure Endpoint Release Notes

Secure Endpoint Private Cloud Release Notes

Frequently Asked Questions

Q: When will the Support Policy go into effect?

A: This Support Policy was announced on August 1, 2022 and will take effect on Septeber 1, 2022. The original version of the Support Policy is being replaced with the current version.

Q: Will Secure Endpoint Connectors continue to function after they are no longer supported by the Support Policy?

A: Yes, Secure Endpoint Connectors will continue to function and connect to the Secure Endpoint Cloud or Private Cloud for disposition services, however they may run at a reduced capacity due to lack of features available in newer releases and may also contain unaddressed security concerns. In some cases, older connector versions may no longer function or be able to communicate with the Secure Endpoint Cloud and will require upgrade due to technical changes as the Secure Endpoint Cloud continues to be developed. Reference the Secure Endpoints Release Notes which contains details on the latest features and security updates for each release. We recommend that you upgrade to the latest connector version to ensure that you can access the latest features and have the most up-to-date security patches.

Q: Will I have access to connector versions that have extended past the Support Policy?

A: Connectors actively deployed in your environment will continue to function and connect to the Secure Endpoint Cloud, however they will not be eligible for technical support and may not have all product features and security updates. Connectors that are no longer supported as defined in the Support Policy will be removed for download and no longer available for deployment via the connector policy settings in future releases of the Secure Endpoint Cloud and Private Cloud console. Policies that are already configured for upgrade to an unsupported connector version will be automatically updated to remove the configuration. For legacy supported operating systems, specific versions of Secure Endpoint Connector software will be required to be compatible with a legacy operating system and continue to receive technical support.

Q: Can I still deploy an older connector version I previously downloaded?

A: Yes, older connector versions already downloaded may still be deployed, however you will be unable to download a connector version already removed from the Secure Endpoint console. Deployment of unsupported versions is not recommended because it may lack new product features, important security patches, or may no longer be compatible with the most current cloud technology. In addition, technical support will not be provided, and you may be required to upgrade to a currently supported version before receiving technical support for those connectors.

Q: How do I find out which unsupported versions of the Secure Endpoint Connectors are deployed in my environment? 

A: The Secure Endpoint console provides several ways to find and display unsupported Connectors.  The Computer Management page (Management -> Computers) allows manually filtering the deployed connector list to show the unsupported connectors.  On the Computers page, expand Filters and select “Unsupported” from the Connector Version drop-down menu. This will show all devices running an unsupported connector version. Also, the Computer panel of the Dashboard Overview tab will show a graph with the percentage of connectors that are unsupported in your environment. Clicking on “End of Life” will automatically direct you to the pre-filtered Computer Management page and display the specific devices impacted.

Q: How are beta or early field trial connector versions supported with the Support Policy? 

A: The deployment of Secure Endpoint pre-release software is supported by each team and is governed by the respective agreement during participation. Customers who wish to access the new features after the beta ends will need to follow instructions to move to the publicly available and officially supported connector version. There is no technical support for pre-release versions of software unless specifically defined by the team managing the program.

Q: How will the Secure Endpoint Private Cloud connector versions be affected? 

A: This Support Policy applies to the Secure Endpoint Cloud and Secure Endpoint Private Cloud.  Due to the different release cadence for the Secure Endpoint Private Cloud, the release dates of connector versions available on each deployment model may differ from the Secure Endpoint Cloud, but the same connector support timeline will still apply based on the connector software release on the Private Cloud console.

Q: Which connector versions are affected by this Support Policy?

A: The Support Policy applies to all Secure Endpoint connectors including Windows, Mac, Linux, and mobile device operating systems available on the Secure Endpoint Cloud or Secure Endpoint Private Cloud. Connector versions that are immediately affected by this Support Policy can be found on the End-of-Support Announcement for Secure Endpoint Connector and Private Cloud Versions.

Q: I still see an older version available within the console, can I still download and install?

A: A release may remove a connector version from the console some time after the connector has become officially unsupported. We recommend selecting a newer version of the software to avoid compatibility issues and to have the latest protection, product feature set, and security patches.

Q: Am I required to run the latest version of an operating system to continue using my Secure Endpoint connectors?

A: Connector versions may require an operating system patch or upgrade to a later version as necessary for compatibility, access to all features, or bug fixes. This is common for Android and Apple iOS devices that have frequent release and upgrade cycles but applies to all operating systems. The Secure Endpoint Release Notes contains specific details on operating system requirements for specific connector versions.

The following websites contain additional information specific to the compatibility for each operating system:

Cisco Secure Endpoint Windows Connector OS Compatibility

Cisco Secure Endpoint Linux Connector OS Compatibility

Cisco Secure Endpoint Mac Connector OS Compatibility

Q: How is the Secure Endpoint Private Cloud software or Private Cloud Virtual Appliance impacted?

A: The support timeline for the Secure Endpoint Private Cloud software and Private Cloud Virtual Appliance is aligned to provide one year of support from date of release. If you are running a version of the Private Cloud software or Private Cloud Virtual Appliance older than one year, we recommend updating to the most current version for the latest security patches, product features, and technical support. You may be required to upgrade to a supported version of your Private Cloud software or Private Cloud Virtual Appliance if you require technical support and experience issues with an older version. Connectors on the Private Cloud are also impacted and become unsupported one year from being released on the Private Cloud. Refer to the Secure Endpoint Private Cloud Release Notes for details on updated features and capabilities. 

Q: How is the Secure Endpoint Private Cloud appliance hardware impacted?

A: The Private Cloud appliance hardware is not covered or affected by this policy and will be supported as outlined in Cisco’s End-of-Life Policy. Only the Private Cloud software running on the hardware appliance is impacted by the timeline specified within this policy.

Revision History