Conference kernel::csguk_systems

192.0. "Support for OLD VMS Versions ??" by KERNEL::ADAMS (Brian Adams CSC-Viables '833-3026) Fri Sep 30 1994 08:14

	The VMS guys have been discussing support for old versions of
	VMS in the VMS_TSC notes file (Note 268 if you are interested).

	So that customers get consistent treatment, maybe we should be
	giving the same message, especially in relation to bugchecks.
	Obviously, we have to weed out the hardware problems, but it
	could save us dealing with patches for old versions and prompt
	customers to upgrade.

	To give you an idea of the VMS approach, below, you will find a
	memo from Chris Hall, which Ian Ring has "sanitised" and is now
	in use by the VMS group. I'll put this mail into the 'old' notes
	file, so if you want to D after reading it, then reply in the
	notes file with your comments - if any.


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                  I N T E R O F F I C E   M E M O R A N D U M

                                        Date:     25-Jul-1994 10:13BST
                                        From:     HALL
                                                  HALL@KERNEL@MRGATE@LARVAE@UCG
                                        Dept:      
                                        Tel No:    

TO:  IAN RING@UVO


Subject: RE: unsupported vms versions

	I agree with this idea in principle, though I have been discussing an 
	announcement to go out on a CIB with Glen Smithers.  The message that
	I have been giving to our customers (and faxing too, where requested)
	is as follows.  If everyone is about to start giving the message, I'm
	happy to provide a copy of the following:

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	Subj: Software support

	Please be aware  that  VMS V5.4 is NO LONGER SUPPORTED.  The   
	current version  of VMS is V6.1.   In addition the following 
	versions  will be  given  full  support  until  the  end  of 
	November 1994: VMS V5.5-2VMS V5.5-2H4VMS V6.0
	
	Digital  Equipment's   CONTRACTURAL  OBLIGATION  to  support 
	software is to support the  CURRENT,  RELEASED   version  of 
	software. In addition to this obligation however, the  South 
	UK  Software  Support  Centre  at  Basingstoke,  commits  to 
	support  the  previous  version  of  software  for 6  months 
	following  the  release  of  a  new  version   (But  without 
	escalation   to  engineering   support,   unless   there  is 
	reproduction of the problem on a current version of software 
	in a supported configuration).  Further to these obligations 
	and commitments the South UK SSC will,  where possible offer 
	limited Best efforts  support on older versions of software, 
	dependant upon  several  factors,  these are governed by the    
	questions:
	

	Is the problem fixed in a newer version?

	Can the SSC reproduce the problem?

	Does the SSC still hold this version of software?

	Is the skill in this software version still readily available?

	Does the customer wish to pay for the support?

	Will the fix become protracted?

	Typically,  this  offer  of  support  will  only  include one 
	previous version  back and  will  not  include  the  previous 
	version of ULTRIX.


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