Lately, we’ve gotten a few inquiries on what the standard SAP support process is for major product releases. Is it 7 years of standard support or 2 years of support? Here is some information that will hopefully shed some light on how the support process works.
The Release Family: Major and Minor Releases
A major release and the minor releases that follow it are referred to as a release family. For example: SAP BusinessObjects XI3.1 was the final release in the XI3.x line. Enhancements may be delivered in both major or minor product releases. Major releases contain new functionality and architectural platform changes are possible. Minor releases include new and improved business functions that can be implemented and adopted quickly. The interfaces remain stable between major and minor releases.
Maintenance for the Release Family
The following maintenance durations apply for every release family of the SAP BusinessObjects Business Intelligence platform:
• Seven years of mainstream maintenance
• Two years of priority-one support
7 + 2 support
Mainstream maintenance begins with the release-to-customer (RTC) date for the major release and covers any subsequent minor releases in the release family that might be shipped. Each release in a release family has a maintenance period of at least two years after the start of restricted shipment for that release. As soon as a new release enters unrestricted shipment, the previous release is maintained for at least one more year. At the end of the seven years of mainstream maintenance, priority-one support begins for the last shipped release within a release family. The last release closes the nine-year maintenance cycle for this release family.
What about the 4.x Release Family?
The BI 4 release family will follow this same process. Inside the BI 4 release family there will be several minor releases with the final release in the family closing the nine-year maintenance cycle for the release family. While we continue to develop BI 4 and new minor releases such as 4.1, 4.2, etc. each of these minor releases are supported for 2 years from the date of RTC.
Delivery Vehicles and Frequency
Patches (0-9 years)
- Frequency: Every 2 weeks
- Lifetime: Until the next patch is released
Support Packs (0-7 years)
- Frequency: Every 4 months for first 4 years; Every 6 months for years 5-7
- Lifetime: Minimum 1 year support
Minor Releases (0-5 years)
- Frequency: Every year for first 5 years
- Lifetime: Minimum 2 years support with 1 year overlap with the next minor version
Urgent customer corrections. When a customer finds a bug in an SAP BusinessObjects product and reports it to SAP support, SAP develops a correction for the bug. For SAP BusinessObjects this correction is then delivered in the form of a patch. Patches are cumulative. For example, BI 4.0 SP02 Patch 02 will contain all of the corrections in Patch 01.
In addition to all of the above, support packs also address:
- Priority 2 Customer issues
- New Platforms Support
- Exceptionally small customer Enhancements
In addition to all of the above, minor releases also address:
- Priority 3 Customer issues
- Complex Customer issues
- New Language Packs and New platforms
- Feature Enhancements
See pages 39-45 of SAP’s Release Strategy for Large Enterprises for an even more thorough explanation of SAP’s 7+2 support model in general and the SAP BusinessObjects BI platform 4.0 PAM for specific dates.
See SAP’s Maintenance Strategy site for an even more thorough explanation of SAP’s 7+2 support model in general and the SAP BusinessObjects BI platform 4.0 PAM for specific dates.
SAP’s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This information is provided without warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.