Security Vulnerability Announcement as of August 01, 2008

August 01, 2008

Dear Valued Ingres Customer:

Information security is of utmost priority to Ingres. A number of vulnerabilities have recently been identified in Ingres 2006 release 2 (9.1.0), Ingres 2006 release 1 (9.0.4), and Ingres 2.6. We have given these vulnerabilities a security threat level of "High" and recommend that the available security patches be applied immediately.

Fixes are available for the current release of Ingres 2006 release 2 (9.1.0), for Ingres 2006 release 1 (9.0.4), and for Ingres 2.6 versions on their respective platforms. The security fixes are available and can be quickly applied with little to no anticipated impact to systems.

Ingres customers with a current support contract can review the following knowledge base document for information on downloading the available fixes: View in Ingres Service Desk.

We would like to additionally thank iDefense Labs for bringing the following vulnerabilities to our attention.

Ingres verifydb file create permission override - bug 118877
Description: An unauthenticated attacker can potentially set a user and/or group ownership of a verifydb log file to be Ingres allowing read/write permissions to both. This vulnerability impacts all platforms except VMS and Windows - CVE-2008-3356.

Ingres un-secure directory privileges with utility ingvalidpw - bug 118879
Description: An unauthenticated attacker can exploit a pointer overwrite vulnerability to execute arbitrary code within the context of the database server. This vulnerability impacts only Linux and HP platforms - CVE - 2008-3357.

Ingres verifydb, iimerge, csreport buffer overflow - bug 118879
Description: An unauthenticated attacker can obtain ingres user privileges and combined with the unsecured directory privileges vulnerability (CVE-2008-3357) causes root privileges to be obtained. This vulnerability impacts only Linux and HP platforms - CVE-2008-3389.

For more information about Ingres security alerts and to register to proactively receive these alerts via email please register at: http://www.actian.com/support-services/support/security-center#response.

Regards,

Bill Maimone
Senior Vice President, Engineering
Ingres Corporation

Pamela Fowler
VP of WW Support
Ingres Corporation

Supporting customers is our primary goal! Actian Support Services provide the services required to:

  • Maximize the availability of your systems
  • Minimize disruption caused from change management
  • Optimize performance
  • Ensure stability and security
  • Fix problems quickly and effectively

An Actian Support Subscription includes access to knowledge and technical expertise with direct access to our expert Actian Support Engineers. All of the features of an Actian Corporation Subscription allows customers to architect, manage and operate a much more efficient, high performing and a scalable infrastructure.

  • Support Features
  • Support Policy
  • Support Lifecycle Dates
  • Supported Platforms

Actian offers products that help drive on automated business actions and offer a number of technologies such as Vectorwise, Ingres Database, OpenROAD, Versant Databases and a number of additional add-on products to facilitate a customer’s environment.

Product Availability at a Glance

Actian makes these products available on an extensive range of platforms/operating systems. While many of these platforms are seldom used for new deployments, Actian continues to support nearly all product deployments on their original platforms.

Actian Analytics Platform

Product Availability Matrices Type Size
Matrix Complete Product/Platform List PDF 53KB
Vector and Vector in Hadoop Complete Product/Platform List PDF 68KB
DataFlow and DataFlow for Hadoop Complete Product/Platform List PDF 48KB

Product Interoperability Matrices Type Size
DataFlow / Matrix PDF 12KB
DataFlow / Vector PDF 13KB
DataFlow / Vector in Hadoop PDF 18KB

Third-Party Product Interoperability
IBM Cognos Business Intelligence
MicroStrategy

Actian Database Management and Integration (DMI)

Product Availability Matrices Type Size
Ingres, OpenRoad, EDBC and EA Complete Product/Platform List PDF 68KB
Versant Complete Product/Platform List PDF 37KB
PSQL Complete Product/Platform List PDF 235KB
DataConnect Complete Product/Platform List PDF 343KB

Actian Extended Support Products

Product Availability Matrices Type Size
Extended Support List PDF 66KB

If you have any questions, feel free to email products@actian.com

Product Support Lifecycle Policy

This policy explains Actian Corporation's product support lifecycle policy. Whether purchased directly from Actian, or from Actian partners or resellers, these policies are designed to standardize product lifecycle expectancies and assist you in developing your internal release implementation and migration plans. Actian Corporation strives to provide the best quality Software and Support Services. In order to provide best-in-class software solutions, Actian has defined a predictable Product Support Lifecycle Policy to give you plenty of lead time to plan and manage your upgrade and release processes. The detailed product support lifecycle policies can be found at our support policy.

Right to Accelerate Product Support Lifecycle

Actian may shorten the term of Enterprise support for certain products and versions at its discretion. Actian will make commercially reasonable efforts to announce any change in lifecycle length at least 12 months in advance. These notices are subject to change, and will be updated as necessary.

Automatic Notifications

If you would like to be automatically notified of future dates when support ends for the Actian Corporation product line, you can subscribe to the End Support Dates email list.

DBMS Versioning Policy

Actian follows a general versioning methodology for the creation and management of our software which drives our Lifecycle methodology.

Current Planned Dates

Actian Analytics Platform

Support services for all Actian Analytics Platform products will not be offered and will not be available after April 30, 2017.

Actian DataFlow and Actian DataFlow for Hadoop
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Actian DataFlow 6.6 April 30, 2017 Not Available Not Available
Actian DataFlow 6.4, 6.5 April 30, 2017 Not Available Not Available
Actian DataFlow 6.x(6.0, 6.1, 6.2, 6.3) October 30, 2015 April 30, 2017 Not Available

Actian Matrix
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Actian Matrix 5.3, 5.2 April 30, 2017 Not Available Not Available
Actian Matrix 5.0, 5.1 December 31, 2016 April 30, 2017 Not Available
Actian Matrix 4.x December 31, 2015 April 30, 2017 Not Available
Actian Matrix 3.x October 15, 2014 April 30, 2017 Not Available

Actian Vector
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Actian Vector 5.x April 30, 2017 Not Available Not Available
Actian Vector 4.x April 30, 2017 Not Available Not Available
Actian Vector 3.5.x March 31, 2017 April 30, 2017 Not Available
Actian Vector 3.0.x April 15, 2016 April 30, 2017 Not Available
Actian Vector 2.5.x June 1, 2015 April 30, 2017 Not Available
Actian Vector 2.0.x November 1, 2014 April 30, 2017 Not Available

Actian Vector in Hadoop
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Actian Vector in Hadoop 4.x April 30, 2017 Not Available Not Available


To ease the transition to 9.x Ingres has prepared a Migration Guide to assist you in the planning and execution of a successful upgrade of Ingres.

Ingres
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Ingres 10.2 August 31, 2020 August 31, 2025 August 31, 2030
Ingres 10S (10.1) - VMS Itanium Only May 31, 2018 May 31, 2023 May 31, 2028
Ingres 10S (10.1) May 31, 2017 May 31, 2022 May 31, 2027
Ingres 10.0 December 31, 2016 December 31, 2021 December 31, 2026
Ingres 9.2** December 31, 2015 December 31, 2020 December 31, 2025
Ingres 2006 (9.0 & 9.1) December 31, 2011 December 31, 2016 December 31, 2021
Ingres r3 December 31, 2007 N/A N/A
Ingres 2.6 December 31, 2009 December 31, 2014 December 31, 2019
Ingres 2.5 December 31, 2007 December 31, 2012 December 31, 2017
Ingres 2.0 May 01, 2005 December 31, 2008 December 31, 2013
Ingres 6.4 September 30, 2001 N/A December 31, 2008
OpenIngres 2.x and 1.x September 31, 2000 N/A December 31, 2008

** With the announcement of Ingres 9.1 (Ingres 2006 release 2) on the VMS platform the support dates for VMS will now follow the normal Actian release dates as listed above with the following exceptions; dropping of the Alpha VMS 2.0 release has been announced and Enterprise Support ended on December 31, 2009 with Extended Support offered through December 31, 2013. All support for Vax VMS ended on December 31, 2008.


To ease the transition to OpenROAD 6.0 Actian has prepared a Migration Guide to assist you in the planning and execution of a successful upgrade of OpenROAD.

OpenROAD
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
OpenROAD 6.2 (All Platforms) August 31, 2021 December 31, 2026 December 31, 2031
OpenROAD 6.0 March 31, 2017 March 31, 2022 March 31, 2027
OpenROAD 5.1 (Unix except HP-UX) December 31, 2016 December 31, 2020 December 31, 2025
OpenROAD 5.1 (Windows and HP-UX) December 31, 2015 December 31, 2020 December 31, 2025
OpenROAD 2006 (5.0) December 31, 2013 December 31, 2018 December 31, 2023
OpenROAD 4.1 March 31, 2009 March 31, 2014 March 31, 2019
OpenROAD 4.0 March 31, 2009 March 31, 2014 March 31, 2019
OpenROAD 3.5 (Unix) December 31, 2008 December 31, 2013 December 31, 2018
OpenROAD 3.5 (Windows) January 31, 2008 December 31, 2013 December 31, 2018
OpenROAD 3.0 December 31, 2001 December 31, 2006 December 31, 2011

Actian DataConnect™ Product Support Life Cycle

Actian DataConnect
Product General Availability End of Enterprise Support End of Extended Support End of Obsolescence Support
DataConnect 10.5Jun, 2015Jun, 2017Jun, 2019Jun, 2021
DataConnect 10.4Jun, 2014Jun, 2016Jun, 2018Jun, 2020
DataConnect 10.2 (10.2.8)Aug, 2011Sep, 2015Sep, 2017Sep, 2019
DataConnect 10.0 LAMay, 2011Nov, 2012NANA
Data Integrator 9.2 (9.2.7)Nov, 2007Dec, 2014Dec, 2016Dec, 2018
Data Integrator 8.1Feb, 2006Jan, 2009NANA
Data Integrator 8.8Sep, 2005Jan, 2009NANA
Data Integrator 8.6Feb, 2005Jan, 2009NANA
Data Integrator 8.4Jul, 2004Jan, 2009NANA
Data Integrator 8.2Mar, 2004Jun, 2007NANA
Data Integrator 8.0Dec, 2003Jun, 2007NANA

Actian Data MatchMerge™ Product Support Life Cycle

Actian Data MatchMerge
Version Unsupported First Ship Date
3 Dec-14 Jan-12
2.7.1 Mar-14 Dec-11
2.6 May-13 Aug-11
2.5 Dec-12 Jun-11
2.3 Dec-12 Feb-11
2.2 Dec-11 Nov-10

Actian Integration Manager™ Product Support Life Cycle

Actian Integration Manager
Version Unsupported First Ship Date
2 Jul-12 Jun-08
1.6 Aug-09 Feb-08
1.4 Aug-08 Nov-05
1.3 Aug-08 Aug-05
1.1 Aug-08 Feb-05

Actian Data Profiler™ Product Support Life Cycle

Actian Data Profiler
Version Unsupported First Ship Date
4.2.4 Dec-14 Jun-12
4.2.2 Dec-13 May-11
4.2.0 Aug-12 Mar-08
4.0 Aug-09 Jun-07
3.8.12 Aug-08 Sep-06
1.88 Aug-08 Sep-05
1.86 Aug-08 Sep-05

Data Junction Products
Product General Availability End of Enterprise Support End of Extended Support End of Obsolescence Support
Data Junction Content Extractor 7.5.5 Jun,2002 jun, 2002 NA NA
Data Junction Content Extractor 7.5.0 2001 2001 NA NA
Cambio 7 2000 2000 NA NA
Cambio 6.5 1999 1999 NA NA
Cambio 6 1998 1998 NA NA
Cambio 5 1995 1995 NA NA
Data Junction Spreadsheet Junction 4.2 for DOS NA NA

Actian PSQL Support Lifecycle
Product General Availability End of General Availability Transition Support End of Support
Btrieve 12 Feb 9, 2016 Not Scheduled Not Scheduled Not Scheduled
PSQL Vx Server 12 Dec 17, 2014 Not Scheduled Not Scheduled Not Scheduled
PSQL Vx Server 11 Feb 9, 2012 Jun 30, 2015 Jan 1, 2016 Jul 1, 2016
PSQL v12 Dec 17, 2014 Not Scheduled Not Scheduled Not Scheduled
PSQL v11 Sep 29, 2010 Jun 30, 2015 Jan 1, 2016 Jul 1, 2016
PSQL v10 Sep 18, 2007 Mar 31, 2011 Sep 1, 2011 Mar 1, 2012
PSQL v9 Mar 1, 2005 Jul 1, 2009 Jul 1, 2009 Jan 1, 2010
AuditMaster v8 Feb 9, 2012 Jul 1, 2016 Jan 1, 2017 Jul 1, 2017
AuditMaster v7 Nov 22, 2010 Apr 1, 2012 Jan 1, 2016 Jul 1, 2016
AuditMaster v6.4 Sep 18, 2007 Oct 31, 2011 Mar 1, 2012 Sep 1, 2012
AuditMaster v6.3 Nov 15, 2005 Mar 1, 2010 Mar 1, 2010 Oct 1, 2010
DataExchange v5 Feb 9, 2012 Jul 1, 2016 Jan 1, 2017 Jul 1, 2017
DataExchange v4 Nov 22, 2010 Apr 1, 2012 Jan 1, 2016 Jul 1, 2016
DataExchange v3.0 Aug 19, 2008 Oct 31, 2011 Mar 1, 2012 Sep 1, 2012
DataExchange v2.9* Sep 18, 2007 Aug 19, 2008 Aug 19, 2008 Sep 1, 2012
DataExchange v2.8 Apr 26, 2005 Mar 1, 2010 Mar 1, 2010 Oct 1, 2010

Actian PSQL Product Support Lifecycle Definitions

  • General Availability – The product is currently being sold and supported by Actian. Standard support for General Availability products includes one complimentary support ticket (if submitted within 30 days of purchase) and standard chargeable per-incident and contract support.
  • End of General Availability – The product is no longer sold by Actian. Support is still available for all customers until the product moves into Transition Support.
  • Transition Support – Actian will limit research time on problem resolution for products in Transition Support. No maintenance updates will be delivered, with the exception of patches provided in Actian’s sole discretion to resolve critical issues with the product. Support is still available to qualifying customers
  • End of Support – Standard technical support is no longer available for the product. Phone support for End of Support products is available for a premium charge; however, no fix or resolution is guaranteed. Actian will provide support for select End of Support products on an additional charge, contract only basis.

*Notes:

  1. Backup Agent v1.2 is an upgrade patch for PSQL v10. Backup Agent v2.0 replaces v1.2.
  2. DataExchange v2.9 is an upgrade patch for PSQL v10. DataExchange v3.0 replaces v2.9.

Versant Object Database
Product General Availability End of Support End of Extended Support End of Obsolescence Support
Versant Object Database 9.0 April 1, 2015 - - -
Versant Object Database 8.0 February 1, 2010 April 1, 2017 April 1, 2022 April 1, 2027
Versant Object Database 7.0 August 1, 2005 February 1, 2012 February 1, 2017 No obsolescence support available
Versant Object Database 6.0.5 April 4, 2002 September 1, 2006 December 31, 2013 No obsolescence support available


Versant FastObjects
Product General Availability End of Support End of Extended Support End of Obsolescence Support
FastObjects 12.0 * April 3, 2013 - - -
FastObjects 11.0 * May 31, 2009 April 3, 2015 April 3, 2020 No obsolescence support available
FastObjects 10.0 * March 1, 2006 May 31, 2011 May 31, 2016 No obsolescence support available
FastObjects 9.5 * July 31,2003 March 1, 2008 March1, 2013 No obsolescence support available
FastObjects.NET 12.0 November 30, 2012 - - -
FastObjects .NET 10.0 March 31, 2006 November 30, 2014 November 30, 2019 No obsolescence support available


Versant JPA
Product General Availability End of Support End of Extended Support End of Obsolescence Support
Versant JPA 3.0 June 1, 2015 - - -
Versant JPA 2.0 October 31, 2013 June 1, 2017 June 1, 2022 June1, 2027

* NOTE: Dates given apply to Tier 1 platforms only: Windows, Solaris and Linux. Please consult support for other platforms.

Other Products

Enterprise Access
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Enterprise Access 3.0 – Linux September 30, 2019 September 30, 2024 September 30, 2029
Enterprise Access 3.0 - Solaris, Solaris x86-64 August 31, 2019 August 31, 2024 August 31, 2029
Enterprise Access 3.0 - Windows February 28, 2019 February 28, 2024 February 28, 2029
Enterprise Access 2.7 - Windows September 15, 2014 March 15, 2019 March 15, 2024
Enterprise Access 2.7 - Solaris, Solaris x86-64 March 15, 2015 March 15, 2019 March 15, 2024
Enterprise Access 2.6 - Linux, AIX, HP-UX (PA_RISC) March 15, 2015 March 15, 2019 March 15, 2024
Enterprise Access 2.6 - Windows, Solaris Sparc December 31, 2011 December 31, 2016 December 31, 2021
Enterprise Access 2.1 March 31, 2009 March 31, 2014 March 31, 2019

EDBC Server
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
EDBC 2.4 May 31, 2020 May 31, 2025 May 31, 2030
EDBC 2.3 SP4* June 30, 2015 March 31, 2018 March 31, 2021
EDBC 2.3 June 14, 2007 June 30, 2012 June 30, 2017
EDBC 2.2 March 31, 2005 March 31, 2010 March 31, 2015

EDBC Client
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
EDBC 1.1 SP4* June 30, 2015 March 31, 2019 March 31, 2022
EDBC 1.1 March 31, 2005 March 31, 2010 March 31, 2015

* The End of Enterprise Support for EDBC 1.1 SP4 may change depending on future releases and more than likely will have a later ending date than currently posted.

Actian Corporation provides customers the flexibility of a subscription service with enterprise ready products. The subscription model allows customers to only pay for the product support and services for the time they use the product versus a more legacy license approach to software purchases. This business model allows Actian to be more responsive to customer needs and provides faster product and service innovation to the marketplace.

Thank you for choosing Actian Support. This document is here to help our customers to better understand the Actian Support Policies and better utilize Actian Support. These policies apply to all Actian product lines, unless otherwise noted.

General
Scope of Hot Standby/DR, Test and Developer Licenses

Big Data Support Levels

Actian Vector, Vector in Hadoop, Matrix, DataFlow and DataFlow for Hadoop

Data Management and Integration (DMI) Support Levels

Actian Ingres and OpenROAD
Actian Versant Support
Actian PSQL
Actian DataConnect (Integration)

Severity and Priority Definitions and Response Times
Information Customers Need When Requesting Support
Contact Information
Updates and Changes

General

Support Fees

Support Fees are due and payable annually in advance of a support term, unless otherwise stated in the relevant ordering document.

Support Period

Support is effective upon the signature of your Order unless stated otherwise in your Order. Once ordered, all Support Services, and Support Fees, are non-cancelable and non-refundable. Actian is not obligated to provide Support Services beyond the end of the term indicated in your Order unless you renew your Support Services on or before the expiration date by agreement between Actian and you.

Subscription

An active subscription includes the use of the licensed product and Enterprise Support during the term. A subscription that is not renewed at the end of the term will be considered expired, and customer will discontinue all use of the software and Support Services.

Perpetual Licenses

A perpetual license is a software license for a term that does not have a specified end date.

Support for Perpetual Licenses

When acquiring Support Services for a perpetual license, all licenses of the same product(irrespective of version) must be supported under an active Actian Support contract. You may not support only a subset of licenses of the same product; those licenses left unsupported must be terminated. With respect to Actian Support Services in relation to perpetual licenses, you hereby represent that you have the appropriate licenses to the Software that is subject to the Support Services.

Support Not Covered

Support services do not cover services for any failure or defect in the licensed product caused by (i) alteration or modification of the licensed product other than by Actian unless such alteration or modification was made under the direction of Actian; (ii) negligence, computer or electrical malfunction; or (iii) use, adjustment, installation or operation other than in accordance with the licensed documentation or with any application or in an environment other than as specified in the licensed documentation, or if you are using a version of the licensed product released more than one year prior to the then current version.

Reinstatement of Actian Support for Perpetual Licenses

When Support Services lapse on a perpetual license, it can be reinstated by paying all of the back support due for the unsupported period, plus support for one year going forward, unless agreed otherwise between Actian and you. Unsupported licenses are not eligible for Updates, Enterprise Support, or any other Actian services.

Product Updates

"Update" means any update to the Software which Actian generally makes available to its supported customers, bug fixes, patches, service packs and new releases.

Right to Accelerate Product Support Lifecycle

Actian may shorten the term of Enterprise support for certain products and versions at its discretion. Actian will make commercially reasonable efforts to announce any change in lifecycle length at least 12 months in advance. These notices are subject to change, and will be updated as necessary.

User

As used in Actian's price list, "User" is an individual with the appropriate license rights, and authorized by customer, to use the Actian products which are installed on a single server or multiple servers, regardless of whether the individual is actively using the products at any given time.

Processor

As used in Actian's price list, "Processor" means the individual processor (whether it has one core or multiple cores) within a particular socket. All processors on or with which the Actian Software is running or installed must be licensed. A Server license allows you to use the licensed program on a single specified computer.

Cores

In an environment having multi-core processors, as determined by counting the number of individual physical processor cores within a single Processor, those systems will be priced on a per-core basis. Cores that are in single-core per processor configuration are not eligible for multi-core pricing. Core count is based on the total number of cores and processors in the particular hardware system.

Compute Unit (CU)

As used in Actian's price list, a "Compute Unit" shall mean the Software is licensed to 2 Sockets.

Socket

Means the equivalent of one CPU having 10 or less cores contained in such CPU.

Machine

As used in Actian's price list, a "Machine" shall mean the Software is licensed to (a) the entire physical computer or server which has a single unique serial number with no limitations placed on the number of Processors; or (b) an instance of a virtual machine.

Virtual Machine

Virtual Machine is an environment where a Virtual Machine has been implemented either by Software emulation or Hardware virtualization.

Virtual Processor

In a Virtual Machine environment, "Virtual Processor" means an individual virtual processor (whether it has access to one core or multiple cores) within a particular Virtual Machine configuration. All Virtual Processors on or with which the Actian Software is running or installed must be licensed. Where the Virtual Processor count exceeds the physical machine processor count, all additional Virtual Processors must be individually licensed.

Virtual Core

In a Virtual Machine environment, the Virtual Core count is the number of virtual cores that are designated or able to run the Actian Software within the Virtual Machine. In an environment having multiple Virtual Cores per Virtual Processor those systems will be priced on a per Virtual Core basis (and if such Virtual Core count is an odd number, it will be rounded up to the next multiple of 2). Virtual Cores that are in single Virtual Core per Virtual Processor configuration are not eligible for multi-core pricing. Where the Virtual Core count exceeds the physical machine core count, all additional Virtual Cores must be individually licensed (and if such Virtual Core count is an odd number, it will be rounded up to the next multiple of 2).

Hyper Threading and Virtual Processors / Cores

Hyper Threading and/or Virtual Processors / Cores, the Core Count required to be licensed is the greatest number of hyper threads, virtual processors or virtual cores, on the physical host(s) or Virtual Machine instances on the hardware on which the Actian Software is installed or able to run. Actian software sees each thread as being a CPU core therefore each thread must be individually licensed on the same basis as CPU cores (either physical or virtual depending on the deployment model, with a minimum count of two (2) cores per physical host or virtual machine instance).

Source System Data

Is the total size of uncompressed text files containing all data extracted out of the source system(s) to represent the current data in a Vectorwise database.

Scope of Hot Standby/DR, Test and Developer Licenses

If we have granted to you in writing a Hot Standby/DR, Test or Developer license, the following definitions apply to those licenses:

Cold and Hot Standby/DR Licenses

For Hot and Cold Standby/DR licenses, the scope is limited to testing and installation of the software ("Standby Software") on a backup system for disaster-recovery purposes (i.e., where the primary installation of the software becomes unavailable for use), and the Standby Software cannot be used for production purposes, unless and only for so long as the primary production copy of the software is unavailable and not in use. For Cold Standby/DR licenses, Standby Software must be inactive when the primary production copy of the software is in use. Hot or Cold Standby/DR license rights are valid only if you have a concurrent full production use license for the identical software product, product version, and duration as the Standby Software license, and such production software is deployed on and licensed for a system with at least as many cores as the Standby Software.

Test Licenses

For Test licenses, the software may be used only for purposes reasonably associated with testing of a software application in a non-production environment (such as, but not limited to, recreating problems affecting a production environment, creation of test cases, testing new releases or applications that are planned for migration into the production environment), and not for production use, normal operations, processing transactions, handling workloads for business purposes, or for any other purpose.

Developer Licenses

For Developer licenses, the scope is limited to use of the software only for the purpose of developing, testing, prototyping and demonstrating your applications that interact with the software, and not for commercial or production use or any other purpose. You may not use the application developed under this license with the software for any internal data processing or for any commercial or production purposes, without obtaining a production license to the software.

Severity and Priority Definitions and Response Times

Severity Definitions

Support issues may be submitted either electronically or via telephone. To ensure that we treat your issue with the appropriate level of significance, when raising an issue, you are responsible to accurately assign a severity level. The following table provides some guidance as to how the severity should be defined.

Severity 1: Critical Business Impact - Any unscheduled, total loss of a production system, application or service, or any loss of a major business function.

Severity 2: Major Business Impact - Any failure which causes a partial loss or degradation of a production system or service, or has the potential to escalate to a Severity 1 if left unresolved.

Severity 3: Minimal Business Impact - Any non-critical system error or minor service loss which has minimal business impact or risk.

Severity 4: No Business Impact - Any incident which causes no loss of a production service, and which has no business impact.

When you have a Severity 1 incident, we want to work on your Severity 1 incident until it is resolved. To that end, you must call us so we can immediately engage a resource and also require your technical team must also be available 24 hours a day so that any further documentation required to continue work can be obtained, and to provide further information and assistance. If your technical team is not available to provide the required documentation, information or assistance, the severity of the incident may be downgraded to a Severity 2, and shall remain downgraded until all required documentation, information, and assistance is provided. Actian's assistance with resolution of an incident is contingent on your team's cooperation and assistance.

*Developer and Silver Support does not include 24 hour commitment and response guidelines for Severity 1 incident requests.

Priority Definitions

Blocker - HIPER Classifications (High Impact and Pervasive Errors) requiring a formal notification to all customers in the base. Includes items that are: Data Integrity Issues (Existing Customer Data is being deleted/duplicated/altered incorrectly), Security Vulnerabilities, performance that causes a severe impact to throughput, a defect that prevents the use of the product (component/connector/design tool/engine), defect halts customer's production, any of the major applications will not run, install or operate, Any of the major tools cause irreparable damage to the user's system, problems that could affect all customers negatively and no workaround available.

Critical – Includes items that are: Case has no work around, product will not install and implementation cannot begin or move forward, a defect that causes the product to crash or result in the loss of data, the application fails during execution (e.g. GPF or Automation error), to the degree that it is unusable, the application has failures that cause the loss of significant amounts of work (e.g., can't save designs or corrupts the database).

Major - Includes items that are: Have a difficult and/or manual work around that is not business sustainable, expected functionality is implemented incorrectly, production is partially down, application productivity is slowed down to the point that it delays the customer's production.

Normal - Includes items that are: May have a reasonable work around and expected functionality is partially working (or not at all for non-critical features), production is up, but functionality or performance through workarounds is unacceptable, the software executes, but errors persist, the software does not work in certain environments due to issues with system configuration or resources.

Minor – Includes items that are: Graphical User Interface defects that do not effect production, functional error or defect that has a simple work around, a normal error with a non-major product or component, and major documentation defects.

Trivial – Includes items that are: Minor documentation defects, a defect that would, in all likelihood, not affect any customers, a defect that is only related to a very specific minor outlying case.

Support Response Times by Severity

Severity 1: 1 hour 24X7*

Severity 2: 2 hours during business hours

Severity 3: 4 hours during business hours

Severity 4: End of business day

*This response level is only available to customers with an Enterprise Support Services subscription.

Information Customers Need When Requesting Support

The following information should be provided:

  • Your company name and six-character site ID for Enterprise Support or Extended Support program:
    • Name of the product
    • Release of the product
    • Service Pack (SP) of the product (e.g. maintenance level)
    • Fixes applied above the base product or Service Pack
  • Operating system (OS):
    • OS release and SP
    • Language of the OS (if applicable)
    • Fixes applied to the OS or SP
  • Original Equipment Manufacturer (OEM) software:
    • Name and vendor of OEM software
    • Releases of OEM software including SP
  • What were you trying to accomplish?
  • What is the business impact of the problem?
  • Which environment is affected (e.g. production, test, or development)?
  • Describe the incident in detail:
    • Specific steps taken and results
    • Entire error messages received
    • Is it reproducible? If so, please provide the supporting testcase.
    • Is it intermittent?
    • Is there any pattern to when it occurs?
  • What else was happening on the system prior to the incident or during the incident?
  • Did this ever work?
  • Is the incident occurring on one machine or on multiple machines?
  • Does this work on any machines in your enterprise?
  • Has anything changed recently in your environment that could have triggered the problem?
    • Hardware
    • OS software
    • Application software
    • Network configurations

Contact Information

Contact information by country can be found on our support contacts page.

Updates and Changes

The Actian Support Policies may be updated from time to time and are subject to change at Actian's discretion; provided however, Actian's service commitments per its Support Policies will not be materially reduced as compared to the Actian Support Policies in effect at the start of your support term (typically one year) during the then-current support term.

Actian Analytics Platform

Actian Data Management and Integration (DMI)