Palo Alto Networks End-of-Life Policy

For various reasons, products will eventually reach their natural End-of-Life – including new and better technologies being made available, marketplace changes, or source parts and technologies being no longer available. This is part of any technology product’s lifecycle and Palo Alto Networks tries to make this process as seamless as possible for our customers and partners while providing visibility into what can be expected during this process.

For hardware devices, the following End-of-Life policy applies:

  • Palo Alto Networks will use commercially reasonable efforts to provide 6 months’ notice prior to a product's End of Sale, at which time the product will no longer be available for order.

  • Palo Alto Networks will provide technical assistance for a period of 5 years following the End-of-Sale date, provided a valid support contract is maintained continuously on the product.

  • Software embedded inside hardware devices will continue to be supported according to the policy governing software end-of-life (below). In addition, the last Major and Minor feature release available for the hardware device will continue to be supported for the duration of the End-of-Life cycle. Software support may include technical support, bug fixes, Maintenance releases, workarounds, and patches for critical bugs.

  • Hardware replacement or replacement parts will be available for 5 years following the End-of-Sale date, provided a valid support contract is maintained continuously on the product. At Palo Alto Networks’ discretion, hardware may be replaced with similar or equivalent product.

A product must be covered by a support contract as of the End-of-Sale date to be eligible for support renewal. Support contracts may be renewed for the duration of the End-of-Life cycle, and cannot be allowed to lapse during this time and be reinstated later.

For software products, the following End-of-Life policy applies:

  • Palo Alto Networks will use commercially reasonable efforts to provide 6 months notice prior to a software product End-of-Sale, at which time the software product will no longer be available for order.

  • Major feature releases will be supported for 24 months from the date of release.

    • The last Minor feature release of a major release cycle (see definition below) will be supported for 48 months from the date of release.

    • Support may include technical support, bug fixes, Maintenance releases, workarounds, and patches for critical bugs.

  • VM-Series Accelerated Feature Releases (XFR) will be supported for 12 months from the date of release.

A product must be covered by a support contract as of the End-of-Sale date to be eligible for support renewal. Support contracts may be renewed for the duration of the End-of-Life cycle, and cannot be allowed to lapse during this time and be reinstated later.

For Traps Advanced Endpoint software products and releases, the following End of Life policy applies:

Traps and ESM release 3.1 or after:

  • Major feature releases will be supported for 12 months.

  • The last minor feature release of a major release cycle (see definition below) will be supported for 36 months.

  • Other minor feature releases will be supported for 12 months.

  • Support includes technical support, workarounds, and fixes for bugs.

  • Traps and ESM release 3.0 and prior have reached their end-of-life.

A product must be covered by a support contract in order to receive support.

For Apps, the following End-of-Life policy applies:

For Major feature releases, Palo Alto Networks will field customer support queries for 24 months from their release date. However, bug fixes, Major and Minor Maintenance releases, software patches, and vulnerability fixes are limited as follows:

  • For mobile apps (Android, Chrome, iOS, Windows UWP): Only the most current version is supported because App stores do not allow distribution of multiple versions of an App.

  • For macOS and Windows: Support is available for 15 months from the initial release date of the Major feature release.

For SaaS products (cloud services), the following End-of-Life policy applies: 

  • Palo Alto Networks will use commercially reasonable efforts to provide 6 months notice prior to a cloud service’s End-of-Sale, at which time the service will no longer be available for order.

  • For customers who have valid subscriptions at the time of the End-of-Sale announcement: (1) Palo Alto Networks will continue to operate the cloud service through the end of each customer’s subscription term; and (2) Palo Alto Networks will provide technical assistance for a period of six months following the end of each customer’s subscription term to assist with customer’s migration from the cloud service.

For Prisma Cloud Compute Edition the following End-Of-Life policy applies:

Prisma Cloud Compute Edition has an 'n-1' support policy that means the current release ('n') and the previous release ('n-1') are supported.

Note that in some cases, resolution of a problem in the n-1 version may require upgrading to a current build. Prisma Cloud will make commercially reasonable efforts to work with customers that require porting fixes back to the n-1 version but sometimes architectural changes are significant enough between versions that this is practically impossible without making the n-1 version essentially the same as the n version.

Because the container ecosystem is constantly evolving, there are requirements from third-party vendors that may impact also supportability. For example, Prisma Cloud Compute Edition cannot effectively support third-party software that the vendor (or project) itself no longer supports, and this includes the host operating systems, orchestrators, and registries.

Key Terms:

  • End-of-Life Policy: The policy covering End-of-Sale announcement through End-of-Life for a product.

  • End-of-Life: The last day that a product will be supported by Palo Alto Networks. For SaaS products, the last day the cloud service would be shutdown.

  • End-of-Sale: The last day that a product will be available for order from Palo Alto Networks.

  • Major feature release: Where each release includes three numbers (x.y.z) : The “x” represents a major feature release, which usually includes a large number of new features and/or significant software architectural changes.

  • Minor feature release: The “y” in the x.y.z nomenclature above represents a minor feature release, which usually includes a small to medium number of new features and typically minimal software architecture changes.

  • Maintenance release: The “z” in the x.y.z nomenclature above represents a maintenance release, which only includes bug fixes.




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