SOFTWARE SUPPORT POLICY
This document defines specific support availability and timelines for Motorola Solutions ASTRO® 25 and Dimetra systems.
Support Periods : The standard support period begins when a system software release is first made available to the market. From that date, the standard support period for the software release is four years, referred to as Year 1 to Year 4 or Y1 to Y4. The extended support period is from year 5 to year 7 or Y5 to Y7. Depending on the support option, the End of Support (EoS) period is from either year 5 or year 8 and into the future. These support periods are not affected by the purchase date, shipment date or acceptance date of a system for a given software release.
1) Standard support period: Motorola Solutions will support the given software release in the following manner:
● Support Service Availability
○ Period: Y1 through Y4 from initial market availability of the software release
○ All Support Services available
● Software Defect Repair / Patching
○ Period: Y1 through Y2
○ Qualified Severity 1 and Severity 2 incidents that result in product defect fixes will be made available to the customer. Some defects may require an upgrade to a more current release to resolve.
○ Period: Y3 through Y4
○ Qualified Severity 1 incidents that result in product defect fixes will be made available to the customer. Some defects may require an upgrade to a more current release to resolve.
● Security Services
○ Period: Y1 through Y4
○ All Security Services available (Security Monitoring and Security Update Service)
● System Expansion
○ Period: Y1 through Y4
○ Full system expansion available including subscribers, sites, consoles, base stations and radio system Customer Enterprise Network (CEN) additions.
2) Extended Support Period: Applies to software releases that have reached the end of Standard Support. Motorola Solutions continues to provide support on such products as specified below. Extended Support includes:
● Support Service Availability
○ Period: Y5 through Y7
○ All Support Services available through pricing of these services will be escalated.
● Software Defect Repair / Patching
○ Period: Y5 through Y7
○ Defect Repair: Not available
● Security Services
○ Period: Y5 through Y7
○ Security Services - Not available
● System Expansion
○ Period: Y5 through Y7
○ Infrastructure expansions are not available. System Expansion is limited to subscribers only. Some features on the subscribers may not function due to Infrastructure expansions no longer being available.
3) End of Support Period: Applies to software releases that have reached the end of Extended Support. Support for older software versions will no longer be available. End of Support includes:
● Support Service Availability and Pricing
○ Period: Y8 and later
○ Support Services - Not Available
● Software Patching
○ Period: Y5 and later
○ Defect Repair - Not Available
○ Security Services - Not Available
● System Expansion
○ Period: Y5 and later
○ Infrastructure expansions are not available. System Expansion is limited to subscribers only. Some features on the subscribers may not function due to Infrastructure expansions no longer being available.
Motorola Solutions, Inc
Effective 11-21-2016