PER USE CASE
To help you plan and prepare for your maintenance and support needs, this page describes the key milestones and support policies in the product lifecycle for Citrix Application Networking products.
The date that signifies when a new product release may be ordered and fulfilled in all applicable languages, discount programs, delivery methods, and worldwide geographies.
The date on which Citrix publicly communicates the specific dates for a product’s End of Sales (EOS), End of Maintenance (EOM), and End of Life (EOL). This information is posted within the Product Matrix or Legacy Product Matrix Tables.
The date that signifies when a specific software or appliance release will no longer be available for purchase.
The date that signifies when a specific product release will have no further code level maintenance. At Citrix discretion, security related updates may occasionally be released to address issues that are reported to Citrix through the vulnerability response process.
The date that signifies when security related maintenance builds, technical support through phone, e-mail or e-service, and product downloads will no longer be available. Technical support for other issues will be limited to information contained in the Citrix Knowledge Center. If the issues cannot be corrected through this method, then an upgrade path or migration to the latest version or product replacement is recommended.
With General Availability (GA) of a new software release for Citrix ADC, Citrix Gateway, and Citrix SD-WAN (formerly Citrix SD-WAN) products, lifecycle milestones begin. For Citrix Application Networking software products that are sold on a standalone basis, Citrix will sell a software release family for a minimum of eighteen months from the date the release family was first made available until the End of Sale (EOS) date.
For all Citrix Application Networking software products, Citrix will maintain a software release family for a minimum of 24 months from the date it was first made available, until the End of Maintenance (EOM) date. During this period, the software release family will be maintained with defect fixes and minor enhancements, and supported under active maintenance agreements (e.g. Citrix ADC Maintenance or equivalent). If defect fixes and minor enhancements are released, it is recommended that customers transition to these releases as Citrix maintains only the most recent version, which represents the superset of functionality for the product release family. If minor releases or maintenance releases are made available, customers may be required to transition to the most recent release for bug fixes and maintenance; Citrix will maintain only the most recent minor release, as it represents the superset of functionality for the product release family.
When the software release family reaches EOM, Citrix will no longer maintain the release (major or minor) and maintenance builds will no longer be created. On the EOM date, support will transition from full software maintenance to limited technical support—via telephone, email and web—for an additional 12 months, until the End of Life (EOL) date. During this phase, the software release family will continue to be available, but code fixes will no longer be created. Citrix Technical Support will direct customers with issues to existing fixes, patches and workarounds applicable to the reported case, and may direct customers to upgrade to a more current version or release of the software.
The EOL date will be announced a minimum of six months from the EOM date; however, Citrix reserves the right to change the timeframe at its sole discretion based on business needs or technical risk for customers. Once the EOL date has been reached, Citrix will no longer provide technical support for the software release family and the software images may be removed from the corresponding download site. Product information will be limited to whatever historical material may be available in the Citrix Knowledge Center or in other online resources, and is subject to removal at a future date.
With General Availability of new Citrix ADC, Citrix Gateway, and Citrix SD-WAN (formerly Citrix SD-WAN) hardware appliances, lifecycle milestones begin. For Citrix Application Networking hardware products, Citrix will provide a Notice of Status Change (NSC) to customers at least six months prior to the End of Sale (EOS) date. Customers may continue to purchase these products until the EOS date (subject to availability). After the EOS date, Citrix will continue to fulfill existing orders with the discontinued products, subject to availability, except for those customers who opt to convert their unfulfilled orders to the replacement offering, if and when available.
After EOS, Citrix will support hardware products (excluding software) under active maintenance agreements until the product is EOL. In the event that replacement hardware is required during this period, Citrix may offer—at its discretion—either new or reconditioned hardware with equivalent or better functionality. Throughout the life of the hardware, software support will be as specified in the software support policy earlier in this document and pursuant to the terms and conditions of the support contract.
Once the EOL date has been reached, Citrix will no longer provide technical support or replacement hardware.
Citrix communicates key product lifecycle milestones on the Product Lifecycle Support section of this web site and via email to those who have registered for email distribution. EOS and EOL communications include the last order or availability date, the last date of support, and other key information pertaining to the product(s) to be discontinued. Citrix reserves the right to change milestones in its sole discretion based on business needs or technical risk for customers.
Note: Please note Citrix Application Networking products include only: Citrix Networking MPX, Citrix Networking VPX, Citrix Web App Firewall, Citrix Gateway MPX, Citrix SD-WAN, Branch Repeater and Repeater product lines. Product lifecycle policies vary for other Citrix products, especially those acquired by Citrix, or from companies acquired by Citrix.