Product Lifecycle Support Policies

Support conditions:

• Support shall be provided only for existing systems or replacements on identical hardware (in case of system recovery)
• Changes to the virtualization platform are considered hardware changes and are not supported
• Systems running on public cloud frameworks not using “Bring Your Own Subscription” are not supported
• Issues must occur during the active time of the subscription and not before the order is booked at SUSE

The following items are excluded from LTSS Extreme and LTSS Reactive, and are not supported:

• All Java related components
• All databases
• All web browsers and email clients
• All 3rd party binaries such as fonts, sounds, artwork and branding

Summary table - Long Term Service Support

1 SUSE makes all economically reasonable effort to resolve a bug or a CVE Request. If SUSE does not believe it is necessary to resolve a CVE Request or if SUSE does not believe it is feasible to fix a bug, SUSE shall not be required to resolve the error and shall provide the customer with a reasonably detailed response setting out SUSE's position.

2 Severity levels are defined in the SUSE Support Handbook pages. In certain cases and at SUSE’s discretion, SUSE may choose to do a version upgrade instead of a backport of a patch resp. do backports from more recent releases.

3 SUSE CVSS is available here https://www.suse.com/security/cve/ and may differ from the NVD score.

4 By request only through a support case

SUSE provides a thirteen year product lifecycle for most products in SUSE Linux Enterprise 12 and SUSE Linux Enterprise 15 releases. Please check our Product Support Lifecycle table for information about your specific product lifecycle. Technical Support is provided as illustrated in the table below.

This applies to SUSE Linux Enterprise Server, SUSE Linux Enterprise Server for SAP Applications, SUSE Linux Enterprise High Availability Extension (Starting with SUSE Linux Enterprise Server v15, GEO Clustering is included with High Availability), SUSE Linux Enterprise for High Performance Computing and SUSE Linux Enterprise Desktop

1. Access to previously released patches with an active subscription with LTSS.

2. Access to patches for earlier product versions possible with optional Long Term Service Pack Support (LTSS).

3. Limited migration and configuration assistance provided with standard or priority subscription.

4. More comprehensive migration, configuration and break fix technical support available with optional LTSS.

5. Only available with LTSS.

6. Limited to severity level 1 and 2 defects.

7. Only available with LTSS. Limited to severity level 1 and 2 defects.

SUSE Linux Enterprise Server 15 Modules

As with SUSE Linux Enterprise Server 12, SUSE Linux Enterprise Server 15 has modular packaging. The modules are distinct sets of packages grouped into their own maintenance channel and updated independently of service pack life cycles. This allows you to get timely and easy access to the latest technology in areas where innovation is occurring at a rapid pace, like cloud.

Refer to https://www.suse.com/releasenotes/x86_64/SUSE-SLES/15-SP1/#Intro.ModuleExtensionRelated for module specific lifecycle and update timeline.

SUSE Linux Enterprise High Performance Computing 15 GA is supported throughout the life cycle of SLE 15 GA. Any release package is fully maintained and supported until the availability of the next release. As with SUSE Linux Enterprise Server, SUSE Linux Enterprise High Performance Computing includes 6 months of overlap support for each service pack.

SUSE supports all SLES for SAP Applications 12 and higher offerings during the General Availability (GA) of a version for 4.5 years. This includes 1.5 years of General Support plus 3 years of Extended Service Pack Overlap Support (ESPOS) for each service pack. This eliminates the need for customers to purchase LTSS (Long Term Service Pack Support) until the final service pack of a release.

SUSE supports the current release (N) and the previous release (N-1). SUSE releases a new version of SUSE Manager roughly every 12 months.

SUSE supports the current release (N) and the previous release (N-1). SUSE releases a new version of SUSE Enterprise Storage every 12 months. When the new release (N+1) comes out, we will continue to support the N-1 version for 3 months so that you have time to upgrade to the latest version of SUSE Enterprise Storage.

This means each release is supported for a minimum of 27 months after it is first shipped (FCS). We provide general support for the entire 27 months, including patches, fixes and maintenance.

The SUSE Enterprise Storage is based on the upstream Ceph project.

Regardless of the public cloud you use, SUSE has you covered with world-class support. Support is dependent on whether you “bring your own subscription" (BYOS) or you use SUSE on demand or "pay-as-you-go" (PAYG).

All images follow a refresh cycle up to the point of deletion. The refresh cycle follows a 'rolling' three month time frame. What this means:

• Images in an active state are refreshed every three months. Replaced images are moved to the deprecated state.
• If a critical security vulnerability occurs, images in active and inactive states are updated as soon as possible once the fix for the affected code is available. For images in active state the three month timer restarts with this forced replacement.
• SUSE is committed to address all security vulnerabilities disclosed through the Common Vulnerabilities and Exposures process (CVE) and a score of 9.0 or greater in the Common Vulnerability Scoring System (CVSS). For more information about the effects and rating of CVEs, refer to the SUSE CVE database.