MaxBack Support Policy

Support Services

We offer following support services for the MaxDB Backup Solution MaxBack:

Standard Support

The Standard support is included with each license and offers support for installation issues and bug fixes in the product. The Standard support is only available for the current General Available (GA) product version. However we will also provide bug fix updates to previous versions up to one year after the release of the next GA version (see below).

Extended Support

For the Current, Maintenance, or End of Fixes Releases (see below) we offer extended support.
The extended support also covers consulting requests for product usage and integration with third-party tools - especially backup tools. Bug fixes will be produced for individuell issues even if product is in end of fixes lifecycle.
 

Paid Support

In addition we provide paid support services on customer request. Examples for paid Support: Consulting services for backup conception or system copy automation scripts.

Product Lifecycle

Level of support services provided depends on the lifecycle phase determined for specific version of the product. Current versions of the products are eligible for full support that includes support services and updates/fixes while support for older versions may be limited.

Support of Releases

• Current Release — All products issued for General Availability (GA).
• Maintenance Release — Support is available, and new bug fixes will be created. However no new features will be added to the product. 
• End of Fixes — Extended Support is available, existing program fixes are available, but no new fixes will be made public available and no enhancements will be made.
• End of Life: Releases designated as End of Support or Withdrawal from the Market — No support is available.