RSA products reach End of Primary Support (EOPS) a minimum of 24 months following the date of the product's General Availability (GA), unless otherwise specified. Once a product reaches EOPS, RSA Technical Support is no longer available under base support/maintenance agreements. Customers interested in uninterrupted support must upgrade to a current release or contract for RSA Extended Support. Customers must have a current Support Maintenance contract (Basic or Enhanced) as a prerequisite to Enhanced Support purchase. Extended Support coverage varies dependent on whether it is Level - 1 or Level -2 of the Enhanced Support.
Support for RSA agents is not covered under Level 1 or Level 2 Extended Support. After an agent has reached its end of primary support date, support can only be provided if the customer attains an agent incident pack agreement.
RSA will observe the Two-Year Primary Support Requirement for localized versions released after initial GA Date, unless otherwise specified. RSA will recognize three years of Primary Support from date of purchase for all Appliances, unless otherwise specified.