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 it is Palo Alto Networks goal to make this process as seamless as possible to our customers and partners and to provide as much visibility as possible into what can be expected during this process.

 

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

  • Palo Alto Networks will 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 service contract is maintained on the product.
  • Software will continue to be supported per the below software policy. In addition, the last feature release available on the hardware platform in EOL will continue to be supported for the duration of the hardware EOL support. 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 service contract is maintained on the product. At Palo Alto Networks discretion, hardware may be replaced with similar or equivalent product.

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


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

  • Software release 5.0 or after:
    • Major feature releases will be supported for 24 months.
    • The last minor feature release of a major release cycle (see definition below) will be supported for 48 months.
    • Support includes technical support, bug fixes, maintenance releases, workarounds, and patches for critical bugs
  • Software release 4.1 or after:
    • Software 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.
    • At least one release in an 18-month time period will be supported for 36 months.
    • Support includes technical support, bug fixes, maintenance releases, workarounds, and patches for critical bugs.
  • Software releases 3.1 and prior have reached End-of-Life.

A product must be covered on a support contract as of the End-of-Sale date to be eligible for renewal. Support contracts may be renewed for the duration of the End-of-Life cycle, but cannot 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 LightCyber Magna hardware platforms, the following End-of-Life policy applies:

  • Palo Alto Networks will provide 3 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 3 years following the End-of-Sale date, provided a valid service contract is maintained on the product.
  • Software will continue to be supported per the below software policy. In addition, the last feature release available on the hardware platform in EOL will continue to be supported for the duration of the hardware EOL support. 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 3 years following the End-of-Sale date, provided a valid service contract is maintained on the product. At Palo Alto Networks discretion, hardware may be replaced with similar or equivalent product.

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


For LightCyber Magna software products and releases, the following End-of-Life policy applies:

  • Software release 3.9 or after:
    • Software releases will be supported for 36 months following the End-of-Sale date:
    • Support includes technical support, bug fixes, maintenance releases, workarounds, and patches for critical bugs
  • Software releases 3.7 and prior have reached End-of-Life.

 

For GlobalProtect App, the following End-of-Life policy applies:

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

  • For mobile apps (Android, Chrome, iOS, Windows UWP):  Supported only on the most current version because App stores do not allow distribution of multiple versions of an App.
  • For macOS and Windows:  Available for 15 months from the initial release date of the Major Release.

Key Terms:

  • End-of-Engineering: The last day that Palo Alto Networks will produce bug fixes for that version.
  • 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.
  • End-of-Sale: The last day that a product will be available for order from Palo Alto Networks.
  • Major feature release: Each PAN-OS 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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