Cisco is publishing the AMP Private Cloud Support Policy to define how versions will be supported once they are released and made generally available.
This Support Policy only applies to the AMP Private Cloud software releases.
Cisco will provide technical support (TAC), bug fixes, and product enhancements for every AMP Private Cloud version for a minimum of 1 year from date of release. An End-of-Support announcement will be published 90 days prior to ending support for a specific AMP Private Cloud version. Once a version has passed the announced end-of-support date, it will be officially unsupported for future bug fixes, product features, and security updates.
TAC support will continue to be available for customers with active AMP Private Cloud licenses running a supported version of the software. If you experience a problem with an out-of-date AMP Private Cloud version, you will be asked to upgrade and validate whether the most current release resolves your issue.
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Milestone
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Date
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Support Policy Published
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May 5, 2020
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Support Policy Effective Date
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August 5, 2020
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Table 1. Support Policy Timeline
This table outlines the milestones for the announced Support Policy.
As of the publishing of this Support Policy, the following End-of-Support Announcement for AMP Private Cloud Versions has been made to detail specific AMP Private Cloud versions immediately impacted by this Support Policy.
Exceptions
- Beta AMP Private Cloud Releases
Beta releases 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 necessary to remove a released version of the AMP Private Cloud 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 address the issues or 2) provide a recommendation on which version customers should upgrade to. If a version is removed, the previously released version of the Private Cloud will be unavailable for download.
Frequently Asked Questions (FAQ)
Q: When will the Support Policy go into effect?
A: The policy was announced on May 5, 2020 and will take effect on August 5, 2020.
Q: Where can I find supported version information for the AMP Private Cloud?
A: Supported and unsupported details can be found on the End-of-Support Announcement for AMP for Private Cloud Versions article.
Q: Will the AMP Private Cloud continue to function after they are no longer supported by the Support Policy?
A: Yes, the AMP Private Cloud will continue to function and if applicable continue to connect to the AMP Cloud for AMP disposition services, however they may be running at a reduced capacity due to lack of features available in newer releases and may also contain unaddressed security concerns. Reference the AMP Private Cloud Release Notes which contains details on the latest features and security updates for each release. We recommend you upgrade to the latest version of the AMP Private Cloud to ensure you can use the latest features and are up to date for security patches.
Q: Will I have access to AMP Private Cloud versions that have extended past the Support Policy?
A: Any AMP Private Cloud devices actively deployed in your environment will continue to function and if applicable connect to the AMP Cloud, however they will not be eligible for technical support. AMP Private Cloud deployments that are no longer supported as defined in the Support Policy will be removed and no longer available for future deployment. These versions will no longer be available for download from the AMP Private Cloud download links.
Q: Can I still deploy an older AMP Private Cloud version I previously downloaded?
A: Yes, older Private Cloud versions already downloaded can still be deployed, however you will be unable to download a version that has already been removed. Deployment of unsupported versions is not recommended because it may be lacking new product features and important security patches. 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 your AMP Private Cloud.
Q: How are beta versions of the AMP Private Cloud supported with the Support Policy?
A: The deployment of an AMP Private Cloud Beta software is supported by the beta team and governed by the beta agreement during participation. Once the beta has ended, customers wanting to continue using the feature will need to follow instructions to move to the publicly available and officially supported AMP Private Cloud version.
Q: Does the Support Policy differ between an AMP Private Cloud PC3000 appliance or a virtual deployment?
A: No, the Support Policy remains the same for both the AMP Private Cloud PC3000 appliance or a virtual deployment type.
Q: How will the AMP Cloud (public) be affected?
A: This Support Policy applies to the AMP Private Cloud deployment model only. Due to the different release cadence for the AMP Cloud, a specific AMP for Endpoints Connector Support Policy has been announced to account for the versions available on that deployment model.
Q: Which AMP Private Cloud versions are affected by this Support Policy?
A: The Support Policy will impact AMP Private Cloud versions that are immediately affected by on the End-of-Support Announcement for AMP Private Cloud Versions.
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