Qumulo End of Life Policy

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Qumulo strives to offer customer choice by adding new platform options to our available hardware offerings and cloud platform services. Below, you’ll find details outlining hardware and software support for Qumulo supported platforms as they age and near End of Life (EOL) according to the following policy.

Definitions

EoPS End of Platform Support Final date a platform will be eligible to receive support services.
Platform The hardware configuration or cloud service certified for Qumulo software. The hardware configuration or cloud service certified for Qumulo software.

Qumulo Software

Qumulo will continue to provide support services for any Qumulo software version that (i) is less than 18 months old since its release date, (ii) has an active subscription, (iii) is running at least the minimum supported software version, and (iv) is running on an active Platform featured in the Qumulo Supported Platforms list.

Regarding the requirement for the Qumulo software version to be less than 18 months old since its release date:

  • Qumulo will provide support for any version of Qumulo software with a release date within the previous 18 month period, starting at the point any such request for support is made to Qumulo.
  • Once a Qumulo software version reaches the age of 18 months past its original release date, it will no longer be supported by Qumulo and customers should upgrade to a supported version to continue receiving support. 
  • If a customer is running a version of Qumulo software older than 18 months and makes a support request, then Qumulo may require the customer to first update the Qumulo software to a supported version and if the problem still remains after the update to a supported version, then Qumulo will provide support to the customer for that problem.
  • Customers will not receive a notification from Qumulo that they are running a Qumulo software version older than 18 months – customers can view all Qumulo software releases, including their original release dates, in the Nexus Downloads page. That same page can be used to download the software updates.
  • It is recommended that customers plan and execute upgrades well in advance of the 18 month lifecycle timescale in order to maintain a secure, stable and supported environment.
  • In certain exceptional circumstances, an extension of support for a Qumulo software version older than 18 months may be requested. Such requests will be considered on a case-by-case basis. Approval of an exception request is not guaranteed.

Qumulo Branded Hardware

  • Qumulo will provide support services for Qumulo branded hardware associated with an active hardware support services contract.
  • As of August 2021, Qumulo will no longer sell Qumulo hardware or hardware support services. 
  • Customers may buy equivalent hardware, and related hardware support, from Arrow via channel resellers. For these systems, Qumulo Hardware Assurance will provide first call, monitoring, and facilitation of resolution for hardware on-premises to provide the same customer success experience. 
  • Hardware support services cannot be purchased or renewed less than two (2) years prior to EoPS date, or for a term that extends beyond the associated Platform’s EoPS date.

Third-Party Hardware

Qumulo Supported Platforms will reflect the compatibility state of third-party hardware until the hardware has reached the third-party’s End of Platform Support (EoPS) date or equivalent. Qumulo does not provide hardware support for third-party hardware.

Platform Support Notification

Platforms and related dates will be updated on the list of Qumulo Supported Platforms. If you would like to be notified about changes to your Platforms, please contact Qumulo Care.

Updated on 8/3/2021

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