What does “End-of-Support” mean for Windows XP SP2?
For service packs, the end of support is 12 or 24 months after a new service pack is released. Support for the previous service pack is either 12 or 24 months, depending on the product family. At the end of support for a service pack, customers will not have access to the following:
- New security updates
- Non-security hotfixes
- Option to engage Microsoft’s product development resources
Support options for Windows XP SP2 after July 13, 2010:
- Customers will have access to limited break/fix troubleshooting for Windows XP SP2.Note: If the support incident requires escalation to the product development teams for further guidance, requires a hotfix, or requires a security update, customers will be asked to upgrade to a supported service pack.
- Customers with a Premier Support agreement also have the option of purchasing Custom Support while they migrate to a supported product or service pack. The Custom Support offerings include access to security hotfixes.
What does “End-of-Support” mean for Windows 2000?
At the end of the Extended Support phase for Windows 2000, customers will not have access to the following:
- New security updates
- Non-security hotfixes
- Free or paid assisted support options
- Option to engage Microsoft’s product development resources
- Updates to online content (Knowledge Base articles, etc.)
Support options for Windows 2000 after July 13, 2010:
- Existing online content may be available to resolve common issues, if the product is still within the Online Self-Help Support phase.
- Custom Support is also available for purchase for those customers who have not been able to complete their migration to a supported product, and absolutely need additional support from Microsoft. The Custom Support offerings include access to security hotfixes and are specifically designed to help customers bridge the support gap while they complete their migration. Note: To enroll in Custom Support, customers must have a Premier Support contract. Additionally, customers are required to have a migration plan in place, prior to purchasing Custom Support.
Microsoft Support Lifecycle Service Pack Support Policy Revisions
Microsoft is pleased to announce revisions to the Service Pack Support policy that will provide customers with continued troubleshooting support for unsupported service pack versions.
Policy background: Under the former policy, when a service pack reached the end of support customers were no longer eligible to receive troubleshooting help from Microsoft Customer Service and Support, including assisted telephone support, security updates, or non-security hot fixes. Customers requiring assistance from Microsoft had to upgrade to a supported service pack, to be eligible for any support.
Service Pack Support policy revisions Effective April 13, 2010, the Service Pack Support policy will be revised to provide customers with limited troubleshooting on unsupported service pack versions.
The new Service Pack Support policy enables customers to obtain support as follows:
- Limited break/fix support incidents will be provided through Microsoft Customer Service and Support; and through Microsoft’s managed support offerings (such as Premier Support).
- There will be no option to engage Microsoft’s product development resources, and technical workarounds may be limited or not possible.
- If the support incident requires escalation to development for further guidance, requires a hotfix, or requires a security update, customers will be asked to upgrade to a supported service pack.
These changes will provide additional support options and flexibility for customers who have not completed migration to a supported service pack. Customers are highly encouraged to stay on a supported service pack to ensure they are on the latest and most secure version of their product.
The Microsoft Support Lifecycle (MSL) policy provides transparent, predictable information regarding the support lifecycle of Microsoft products. More information is available on the MSL Web site http://support.microsoft.com/lifecycle.