APPGATE SUPPORT

For identified "Software" [AppGate SDP] versions used with defined "Associated Systems" [host OS/virtualization platform/etc]: 

• Support will be provided such as answering questions about or troubleshooting of basic configuration, standard usage and installation/upgrade of the Software.
• Software versions in Full Support are being actively developed and are regularly updated with feature packs, software enhancements, security updates and bug fixes. For issues requiring a software fix or enhancement, customers will typically need to upgrade to a newer version or patch release of the Software.
• All Associated Systems should be fully patched and manufacturer supported. 
  NOTE: For newer versions of Associated Systems, Full Support will typically be provided in the first subsequent release of the Software unless otherwise stated.

For identified Software versions used with defined Associated Systems:

• Support will be provided such as answering questions about or troubleshooting of basic configuration, standard usage and installation/upgrade of the Software.
• Software versions in Support are not actively being developed but may still receive bug fixes and security patches. For issues requiring a software fix or enhancement, customers will typically need to upgrade to a version of the Software in Full Support.
• All Associated Systems should be fully patched and manufacturer supported.

For identified Software versions used with defined Associated Systems (that may no longer have manufacturer support), OR for identified Software versions used with newer versions of Associated Systems:

• Support will be provided on a best effort basis for answering questions about or troubleshooting of basic configuration, standard usage and installation/upgrade of the Software.
• The customer uses the Software at their own risk and will typically need to upgrade the Software for Full Support.
• A newer version of the Associated Systems may need to be deployed to resolve any issues.

For all previous versions of the Software not identified with a Full Support or Support, AND for Associated Systems not explicitly defined elsewhere:

• Support will be typically limited to assistance in upgrading to a version of the Software with Support or Full Support.
• The customer uses the Software at their own risk and should upgrade to ensure the environment can be supported, as well as to take advantage of the latest feature packs, software enhancements, security updates and bug fixes.
• A new or different version of the Associated Systems may need to be deployed to resolve any issues.