Security Vulnerability Announcement as of December 17, 2007

December 17, 2007

Dear Valued Ingres Customer:

Information security is of utmost priority to Ingres. A vulnerability has recently been identified in Ingres 2.6 and Ingres 2.5 for Windows Only. The vulnerability does not occur in Ingres r3 or any release of Ingres 2006 however an error message could be generated. We have given this vulnerability a security threat level of High, and recommend that the available security patches be applied immediately.

Fixes are available for the Windows platform for all releases of Ingres 2006, Ingres r3, Ingres 2.6 and Ingres 2.5 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:

https://servicedesk.actian.com/CAisd/pdmweb.ingres? OP=SHOW_DETAIL+PERSID=KD:415703+HTMPL=kt_document_view.htmpl

E_GC1008 Unable to authenticate client's user ID error - bug 118431

Description: Beginning with Ingres r3 and including Ingres 2006, users different from the first connected user were getting an "E_GC1008 Unable to authenticate client's user ID" error if running their application under Microsoft Windows IIS with Integrated Windows Authentication (IWA), thus preventing them from connecting to Ingres.

Users connecting after the first user were connecting to Ingres as the first user - Bug 116825

Description: In earlier releases of Ingres 2.6 and 2.5 users do not experience the above error, but Windows had a more serious (unreported) problem; namely, users connecting after the first user were connecting to Ingres as the first user, not as themselves.

For more information about Ingres security alerts and to register to proactively receive these alerts via email please subscribe to the security alert email list.

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
Vector Complete Product/Platform List PDF 68KB
DataConnect Complete Product/Platform List PDF 222KB

Actian Operational Databases

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

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

Specific Details by product, date, release, and platform can be found in Customer Portal.

Actian DataFlow
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Actian DataFlow 6.x October 30, 2015 October 30, 2018 October 30, 2021

Actian Matrix
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Actian Matrix 5.x December 1, 2016 December 1, 2019 December 1, 2022
Actian Matrix 4.x July 1, 2015 July 1, 2018 July 1, 2021
Actian Matrix 3.x October 15, 2014 October 15, 2017 October 15, 2020

Actian Vector
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Actian Vector 3.5.x March 31, 2017 March 31, 2020 March 31, 2023
Actian Vector 3.x April 15, 2018 April 15, 2021 April 15, 2024
Actian Vector 2.5.x June 1, 2017 June 1, 2020 June 1, 2023
Actian Vector 2.0.x November 1, 2016 November 1, 2019 November 1, 2022


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 10S (10.1) May 31, 2017 May 31, 2022 May 31, 2027
Ingres 10.x 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 6.0 March 31, 2017 March 31, 2022 March 31, 2027
OpenROAD 5.1 (Unix Only) December 31, 2016 December 31, 2020 December 31, 2025
OpenROAD 5.1 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 PSQL Support Lifecycle
Product General Availability End of General Availability Transition Support End of Support
PSQL Vx Server 11 Feb 9, 2012 Not Scheduled Not Scheduled Not Scheduled
PSQL v11 Sep 29, 2010 Not Scheduled Not Scheduled Not Scheduled
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 Not Scheduled Not Scheduled Not Scheduled
AuditMaster v7 Nov 22, 2010 Apr 1, 2012 Not Scheduled Not Scheduled
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 Not Scheduled Not Scheduled Not Scheduled
DataExchange v4 Nov 22, 2010 Apr 1, 2012 Not Scheduled Not Scheduled
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. PSQL v9 for NetWare is still generally available and supported.
  2. Backup Agent v1.2 is an upgrade patch for PSQL v10. Backup Agent v2.0 replaces v1.2.
  3. DataExchange v2.9 is an upgrade patch for PSQL v10. DataExchange v3.0 replaces v2.9.

Versant Object Database
Product End of Support End of Extended Support
Versant Object Database 8.0 July 31, 2016 July 31, 2021
Versant Object Database 7.0 February 1, 2012 February 1, 2017
Versant Object Database 6.0.5 September 1, 2006 December 31, 2013


Versant FastObjects
Product End of Support End of Extended Support
FastObjects 12.0 * June 30, 2017 June 30, 2022
FastObjects 11.0 * February 28, 2015 February 28, 2020
FastObjects 10.0 * March 31, 2011 March 31, 2016
FastObjects 9.5 * March 1, 2008 March1, 2013
FastObjects.NET 12.0 September, 30, 2017 September 30, 2022
FastObjects .NET 10.0 November 30, 2014 November 30, 2019

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

DataConnect

Actian Integration Product Life Cycle for Onpremise Applications

A product is fully supported for approximately 9 months after the release of the next version, and is in the Transition Support stage for another 9 months. Therefore, 18 months after a new release the previous release becomes unsupported unless otherwise noted. This time period allows customers to transition to the new version. Periodic updates for each fully supported version will be released. No new features or updates will be provided for products in Transition Support.

Support for a previous release does NOT include adding support for new or updated operating systems, network environments, or connectivity interfaces that may be released during this overlapping time. Updates for things of this nature will only be made to the latest Data Integration release. For example, if a new feature is added to the Salesforce API then only the latest release of Data Integrator will support that newly added feature.

Support Categories

Full Support (FS)

  • Complimentary support is available to presales service tickets
  • Support is provided to annual support contract holders during normal business hours
  • Updates will be applied to the most current release number for a given version
    Ex: 9.2.5.28, where 9.2 is the version number and 5.28 is the release number
  • Fixes, enhancements, or support for specific release numbers are available for an additional fee

In Transition Support (TS)

  • No longer the current version of a product
  • Not readily available from Actian Software
  • Limited research time will be spent on issues with this product
  • No maintenance updates (exceptions: patches may be provided on an emergency basis for critical issues to contract customers)

Unsupported

  • No longer the current version of a product
  • No longer available from Actian Software, nor on the price list
  • No fixes will be made to the product

The following tables describe the support life for Actian Data Integrator. Columns with a date indicate when the release will, or did, move into the specified support category.

Actian Data Integrator™ Product Support Life Cycle

The following tables describes the support life for Actian Data Integration products. For a given version, the column containing "Today" indicates its current support category. Columns with a date indicate when it will, or did, move into the specified support category. A specific date in the Transition Support or Unsupported column of a product indicates the product is no longer the current version of the product, or is no longer shipping. Details describing the support categories can be found above on this page.

Actian Data Integrator
Version Full Support In Transition Unsupported First Ship Date
10.2.8 Today Oct-13
10.2.7 Today Jun-13
10.2.6 Today Mar-13
10.2.5 30-Sep-13 30-Jun-14 Dec-12
10.2.4 31-Aug-13 31-Mar-14 Mar-12
10.2.0 31-Oct-13 Aug-11
10.0 LA 30-Nov-12 May-11
9.2.7 Today 31-Mar-14 31-Dec-14 May-13
9.2.6 Today 31-Mar-14 31-Dec-14 Jan-13
9.2.5 Today 31-Mar-14 31-Dec-14 Nov-11
9.2.3 30-Jun-13 31-Mar-14 Oct-10
9.2.1 30-Jun-13 31-Mar-14 Nov-09
9.2.0 30-Jun-13 31-Mar-14 Nov-08
9 1-Jan-11 Nov-07
8.14 1-Apr-10 Mar-07
8.12 1-Aug-09 Sep-06
8.1 1-Jan-09 Feb-06
8.8 1-Jan-09 Sep-05
8.6 1-Jan-09 Feb-05
8.4 1-Jan-09 Jul-04
8.2 1-Jun-07 Mar-04
8.0* 1-Jun-07 Dec-03

*CosmosDJ & Cosmos versions 8.0 were predecessors to Data Integrator

Actian Data Profiler™ Product Support Life Cycle

Actian Data Profiler
Version Full Support In Transition Unsupported First Ship Date
4.2.4 Today 31-Mar-14 31-Dec-14 Jun-12
4.2.2 31-Dec-13 May-11
4.2 1-Aug-12 Mar-08
4 1-Aug-09 Jun-07
3.812 1-Aug-08 Sep-06
1.88 1-Aug-08 Sep-05
1.86 1-Aug-08 Sep-05

Actian Data MatchMerge™ Product Support Life Cycle

Actian Data MatchMerge
Version Full Support In Transition Unsupported First Ship Date
3 Today 31-Mar-14 31-Dec-14 Jan-12
2.7.1 30-Jun-13 31-Mar-14 Dec-11
2.6 31-May-13 Aug-11
2.5 31-Dec-12 Jun-11
2.3 31-Dec-12 Feb-11
2.2 31-Dec-11 Nov-10

Actian Integration Manager™ Product Support Life Cycle

Actian Integration Manager
Version Full Support In Transition Unsupported First Ship Date
2 1-Jul-12 Jun-08
1.6 1-Aug-09 Feb-08
1.4 1-Aug-08 Nov-05
1.3 1-Aug-08 Aug-05
1.1 1-Aug-08 Feb-05

Actian Integration Product Histoy

Support Type Legend:

  • FS = Fully Supported
  • TS = In Transition Period
  • U = Unsupported

Details describing the support categories can be found above on this page.

Product Version Type First Ship Date
Data Integrator 10.2.8 FS Oct-13
Data Integrator 10.2.7 FS Jun-13
Data Integrator 9.2.7 FS May-13
Data Integrator 10.2.6 FS Mar-13
Data Integrator 9.2.6 FS Jan-13
Data Integrator 10.2.5 TS Dec-12
Data Profiler 4.2.4 FS Jun-12
Data Integrator 10.2.4 TS Mar-12
Data MatchMerge 3 FS Jan-12
Data MatchMerge 2.7.1 TS Dec-11
Data Integrator 9.2.5 FS Nov-11
Data Integrator 10.2.0 U Aug-11
Data MatchMerge 2.6 U Aug-11
Data MatchMerge 2.5 U Jun-11
Data Profiler 4.2.2 TS May-11
Data Integrator 10.0 LA U May-11
Data MatchMerge 2.3 U Feb-11
Data MatchMerge 2.2 U Nov-10
Data Integrator 9.2.3 TS Oct-10
Data Integrator 9.2.1 TS Nov-09
Integration Hub Solution All U Mar-09
Data Integrator 9.2.0 TS Nov-08
Integration Manager 2 U Jun-08
Data Profiler 4.2.0 U Mar-08
Integration Manager 1.6 U Feb-08
Data Integrator 9 TS Nov-07
Data Profiler 4 U Jun-07
Data Integrator
Business Integrator 8.14 U Mar-07
Data Integrator
Business Integrator 8.12 U Mar-07
Data Profiler 3.8.12 U Sep-06
Data Integrator
Business Integrator 8.1 U Feb-06
Integration Manager 1.4 U Nov-05
Data Integrator
Business Integrator 8.8 U Sep-05
Data Profiler 1.8.8 U Sep-05
Integration Manager 1.3 U Aug-05
Data Profiler 1.8.6 U Feb-05
Integration Manager 1.1 U Feb-05
Data Integrator
Business Integrator 8.6 U Feb-05
Data Integrator
Business Integrator 8.4 U Jul-04
Data Integrator
Business Integrator 8.2 U Mar-04
Migration Toolkit 8.2 U Mar-04
Cosmos
DJ Cosmos 8 U Dec-03
Data Junction Products
Data Junction Integration Engine
Data Junction Content Extractor 7.5.5 U Jun-02
Data Junction
Data Junction Integration Engine
Data Junction Content Extractor 7.5.0 U 2001
Data Junction
DJ Engine
Cambio 7 U 2000
Data Junction
DJ Engine
Cambio 6.5 U 1999
Data Junction
DJ Engine
Cambio 6 U 1998
Data Junction
Cambio 5 U 1995
Data Junction Spreadsheet Junction 4.2 for DOS

Other Products

Enterprise Access
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
Enterprise Access 3.0 - Windows February 18, 2019 February 18, 2024 February 18, 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 2.3 SP4* March 31, 2015 March 31, 2018 March 31, 2021
EDBC 2.3 June 14, 2007 June 31, 2012 June 31, 2017
EDBC 2.2 March 31, 2005 March 31, 2010 March 31, 2015

* The End of Enterprise Support for EDBC 2.3 SP4 may change depending on future releases and more than likely will have a later ending date than currently posted.


EDBC Client
Product End of Enterprise Support End of Extended Support End of Obsolescence Support
EDBC 1.1 SP4* March 31, 2014 March 31, 2019 Marc 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
Actian Support Levels
Actian Versant Support Levels
Scope of Hot Standby/DR, Test and Developer licenses
Scope of Versant Named User, FTS, VAR and High Availability Backup
Severity Definitions
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.

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).

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.

Actian Support Levels

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.

Lifecycle Phases

Actian provides distinct product development phases and synchronized product support lifecycle offerings. By understanding these phases, you are better able to plan for your software support needs and your migration timeframes. The term General Availability (GA) is key to understanding each lifecycle phase and starts the clock.

Product Lifecycle Stages

Lifecycle Stage Term
General Availability Years 1-5
Extended Availability Years 6-10
Obsolescence Years 11+
  • GA status is:
    • Achieved when a product is available for purchase or production upgrade
    • The most current release of your Actian product

NOTE: The above product lifecycle stages do not apply to the Vectorwise Scale product and HVR product.

HVR Product Lifecycle policy is; support of a major HVR version (such as HVR 4.4) for 3 years after release date, and a specific minor version (such as HVR 4.4.1 or HVR 4.4.1/3) for 2 years after release date.

Any policy exceptions to the duration would be provided through additional notification through Actian support service delivery infrastructure.

Product Support Offerings

A. Silver Support (Formerly known as standard support) provides:

Customers Support Liaisons have access to Actian Support Engineers during normal business hours as specified for their region. Access to the Support Portal including; online support interface, knowledge base, discussion forums, and download site 24 hours a day, seven days a week, including holidays and can contact Actian Support via phone, e-mail, and the online support portal.

B. Gold Support (formerly known as enterprise support) provides:

All the benefits of Silver Support, plus: 24X7X365 emergency access to Actian Support Engineers, secure virtual desktop sharing, and pro-active weekend support with prior notification.

C. Platinum Support provides (formerly known as premium support) provides:

All the benefits of Silver Support, Gold Support, plus: assigned case management, configuration management, recurring project status calls, priority issue requests, and quarterly status reports.

D. Managed Services provides:

All the benefits of Silver Support, Gold Support, Platinum Support, plus: dedicated support engineers, on-site review meetings, yearly on-site health assessments, pro-active support, and critical issue notifications. As well, as other additional ‘optional’ services including; Installation assistance, upgrade assistance, disaster recovery assistance, migration assistance, performance and tuning, and full environment replications. Further details on this offer can be found here.

E. Extended Support provides:

Extended Support is available from year 5 after a major version is released to year 10 after GA release. There is an additional charge (1.5X) for this level of support. Extended Support is the same as Enterprise Support with the following exceptions: no certification with new third party products/services and code fixes/patches will no longer be developed.

F. Obsolescence Support provides:

Years 11 and beyond: This phase indicates that the standard support offering has expired and as such, code fixes will no longer be developed. Reasonable efforts will be provided for online support and access to existing releases and their software updates is available for 5 years through Obsolescence Support. There is an additional charge (2x) for this level of support.

G. Post-Obsolescence Support

Years 15 and beyond: Actian Corporation at its discretion will offer continuation of Obsolescence Support upon review of each account accordingly. The costing for this option remains the same as Obsolescence Support.

Services Description Silver Support Gold Support Platinum Support Managed Services
Knowledge Base Access 24X7 Access to our comprehensive Knowledge Base, which includes over 15,000 Tech Notes
Multi-Channel Communication Customers can contact Actian Support by phone, e-mail or online
Customer-Designated Support Liaisons Support Liasons are the individuals designated by the customer with the authorization to interface with Actian Support Engineering Staff 2 3 Unlimited Unlimited
New Software Releases and Updates Customers receive access to the latest versions of Actian software and Documentation
24x7x365 Critical Supporti Customers receive 24X7X365 access to Actian Support Engineering Staff option option
Collaborative Support Customers can engage our expert Actian Support Engineers to diagnose and troubleshoot your issue(s) through our secure virtual desktop sharing solution.
Weekend Assistanceii Customers that have project upgrades scheduled over a weekend have access to Support Engineering should any critical issues arise option
Assigned Case Manager Customer is assigned a Technical Support Case Manager who is responsible for account overview and regular review of all open cases, and is available as an any-time escalation point of contact for critical issues
Configuration Management Customers can engage our expert Actian Support Engineers and knowledge that assist you in installing and configuring your Actian software for optimal stability, manageability, availability and productivity
Recurring Project Status Conference Calls Customer has regularly scheduled conference calls with the dedicated contact to review and prioritize open cases and discuss project plans and new initiatives
Priority Issue Requests for Critical Issues Customer issues are prioritized ahead of non-managed level customers’ requests, allowing for quicker issue resolution
Quarterly Status Reports Assigned Case Manager or Dedicated Support Engineer provides customer with quarterly electronic status reports which cover all issue activity and the status of all open issues
Dedicated Support Engineer Customer is assigned a Dedicated Support Engineering team who acts as a remote member of the project team and is directly responsible for working on all technical support cases
On-Site Review Meetingsiii Dedicated support engineer visits customer site to review project status and to address open technical support cases
On-Site System Health Checksiv Dedicated support engineer notifies customer of known issues found internally or reported by other customer which may impact their project
Pro-active Support Dedicated support engineer review the environment and DB regularly for error messages and open issues to address cases
Critical Issue Notification Dedicated support engineer notifies customer of known issues found internally or reported by other customer which may impact their project
Disaster Recovery Assistance Dedicated support engineer works with the customer on data recovery for circumstances when data loss or corruption occurs option
Migration Assistance Dedicated support engineer works with the customer to facilitate in planned upgrades option
Performance Tuning Dedicated support engineer will provide performance assessment and tuning recommendations to ensure the environment is optimized option
Environment Replication Actian maintains a copy of the customer’s environment in-house, leading to quicker issue resolution option
Additional Support Liaisons Customers may increase the number of authorized individuals who have direct access to Actian Support option

i 24X7X365 Technical Support is available for Severity 1 issues as defined in the Actian Support Policies here and is available in English Only. During non-business hours, Actian’s 24X7 support engineers will stabilize the customer application or find a suitable workaround, but final determination for root cause may extend to our regular business hours when all resources are available.

ii Weekend assistance will be provided for Severity 1 and Severity 2 issues as defined in the Actian Support Policies here and is available in English Only. Actian’s 24X7 support engineers will stabilize the customer application or find a suitable workaround, but final determination for root cause may extend to our regular business hours when all resources are available. Customer is responsible for providing appropriate notification, at least 30-days, and activation will only be available for the defined week-end.

iii The Dedicated Support Engineer will be available to perform an On-Site visit semi-annually at no additional cost to the customer. The customer may request additional visits, up to one visit per quarter, but shall be responsible for reimbursing Actian for reasonable travel and accommodations incurred in association with the additional On-Site visits.

iv The Dedicated Support Engineer will be available to perform one On-Site Health Check, usually at the beginning of the engagement year, at no additional cost to the customer. The customer may request additional health checks, up to one visit per quarter, but shall be responsible for reimbursing Actian for reasonable travel and accommodations incurred in association with the additional On-Site visits.

 

Third Party Dependencies and the Product Support Lifecycle

As operating systems and technologies are retired by their respective vendors Actian will provide an IT planning roadmap as soon as possible to help you plan your next move. Actian will continue to provide Incident Management, Change Management and other support functions to the best of our internal capabilities, but issues concerning Problem Management and Configuration Management around new components will be restricted to the current knowledge and known work-arounds. Actian reserves the right to announce a discontinuance of maintenance and support on platforms and database applications to coincide with the vendor's standard support policy.

Actian Versant Support Levels

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.

Lifecycle Phases

Actian provides distinct product development phases and synchronized product support lifecycle offerings. By understanding these phases, you are better able to plan for your software support needs and your migration timeframes. The term General Availability (GA) is key to understanding each lifecycle phase and starts the clock.

Product Lifecycle Stages

Lifecycle Stage Term
General Availability (GA)* Available for current version only and preceding version for no more than 24 months
Extended Availability 24 months after current version becomes GA

* GA status is achieved when a product is available for purchase or production upgrade or the most current release of your Actian product. Any policy exceptions to the duration would be provided through additional notification through Actian support service delivery infrastructure.

Product Support Offerings

Support Offering Product Lifecycle Stage
Standard Support General Availability
Emergency Response Support* General Availability
Extended Support Extended Availability

* If mission critical deployments are a part of your business, Actian Versant Emergency Response Support Services are there to help you make it happen and fulfill your Service Level Agreements. This support option extends Standard by providing access to our technical support engineers outside of regular business hours, 24 hours a day, 7 days a week. It is available to support deployed applications experiencing a critical problem resulting in production downtime.

Standard Support

Standard Support includes:

IT Service Process Description
2-Named Callers Support is limited to 2-named callers
9X5 Incident Management Create Service Requests to engage Actian support personnel via the Online Service Desk to manage service disruptions during business hours as specified for their region.
9X5 Problem Management Create Service Requests via the Online Service Desk to solve problems with Actian product including configuration issues, usage questions and issues, and errors in a release.
Release Management Access subscribed updates as they are released.

Standard Support is available for all currently licensed Actian Versant products. This offering does not include any 24X7X365 access to Actian Corporation Technical Support staff and does not include 24 hour commitment and response guidelines for severity 1 incident requests as defined in the ‘Severity Definitions’ section below.

Extended Support

Extended Support is available from year 2 after a major version is released to year 7 after GA release. There is an additional charge (2x) for this level of support. Extended Support is the same as Standard Support with the following exceptions:

  • No certification with new third party products/services
  • Code fixes/patches will no longer be developed for non-critical problems

Post-Extended Support

Years 7 and beyond Actian Corporation at its discretion will offer continuation of Extended Support upon review of each account accordingly. The costing for this option remains the same as Extended Support.

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:

Hot Standby/DR Licenses

For Hot Standby/DR licenses, the scope is limited to testing and installation of the software ("Standby Software") on a backup system for hot, warm or cold standby 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. The Hot 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.

Scope of Versant Named User, FTS, VAR, and High Availability Backup

Named User Licenses

For Named User licenses, the scope is limited to use of V/OD solely in client/server applications where a user interacts with an application that is directly connected to the database and all data input to the database comes from the user. A Named User License cannot be used for web-based, 3-tier or n-tier applications. Named User License is licensed per user and requires a 10 user minimum.

FTS Licenses

For FTS licenses, the scope is limited to use of V/FTS configured databases on a server. V/FTS (Versant Fault Tolerant Server) enables automatic fail-over and recovery in the case of hardware or software failure commonly known as a Fault Tolerance Server set-up. The FTS Server 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. The FTS license rights are valid only if you have a concurrent full runtime license for the identical software product, product version, and duration as the FTS license, and such production software is deployed on and licensed for a system with at least as many cores as the FTS Software.

VAR Licenses

For VAR licenses, the scope is limited to use of V/AR configured databases on a server. V/AR (Versant Async Replication) supports both master-slave and peer-to-peer asynchronous replication between multiple object servers. This can be used to replicate data to a distributed recovery site or to replicate data between multiple local object servers for increased performance and reliability. The VAR license rights are valid only if you have a concurrent full runtime license for the identical software product, product version, and duration as the VAR license, and such production software is deployed on and licensed for a system with at least as many cores as the VAR Software.

High Availability Backup Licenses

For High Availability Backup licenses, the scope is limited to use of the High Availability Backup functionality. The Versant High Availability Backup is an add-on software module that enables the Versant Object Database to use the disk mirroring features of EMC Symmetrix or other enterprise storage systems to take an online backup of very large data volumes without impacting availability. A license is required for each server (not CPU) that is involved in the backup process.

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.

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

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’s New Online Customer Support Portal

Actian Corporation customers will see changes to the Actian Support Service experience as we upgrade our systems. Improving the support experience is one of our top priorities, and this upgrade is an important foundational step.

How do I create a login if I don’t have one yet? And, how can I download product and patches?

  • If you are a customer of Data Integration, PSQL or Business Xchange, and have a registered ID with what was Pervasive, please do not register for a new Actian ID. Continue to use that ID and request Support from this Contacts page.

    Please Note, Your Pervasive ID will be merged with Actian in the near future but currently does not allow viewing of support cases through the Support Portal.
  • To get you started you will need your Account number which is a 6-byte unique Salesforce.com identifier
  • To download the Actian products you must be a registered support user. To register you must complete an initial Actian.com registration via the http://supportservices.actian.com/user/register.php link. An email will be immediately sent requiring you to verify your registration.
  • An email will be sent to you requiring you to validate and activate your registration.
  • Once your initial registration is complete you can gain access to the Actian Corporation online Customer Portal support via Service Desk here, a 24x7 online product support application for Actian Corporation customers: https://support.actian.com
  • Customers can open new issues, check the status of and update existing issues, as well as search the Actian Knowledge Base to obtain help or improve their Actian knowledge.
  • Once registration is completed the certified version of the product can be downloaded here: http://esd.actian.com/. Please ensure that you login or you will only be presented with the GPL and Trial versions of the software.

Q1: What is changing in the case management system and what does this mean for me?
Actian’s case management system will be upgraded on April 21st. As part of this change, you will experience greater functionality in the following areas:

  • Knowledge Base
    • Better searching to gain quicker answers to support questions
    • Answers to your most pressing questions, 24x7
    • Improved feedback loop for documents that need improvement
  • Online Case Submission
    • Choose preferred Actian support contract when logging a case
    • Log cases anytime, anywhere, 24x7
    • Request case updates
    • Receive automatic email updates on existing issues
  • Enhancement Requests
    • New Idea Center
    • Available to all customers
    • Voting methodology to help drive all our customers' most important features into future product releases

Q2: When are these changes taking place?
Enterprise Support Services will be enabled on the new system for all Actian enterprise products starting on Sunday, May 12, 2013. We will commence with go-live in our APAC region first, followed by the EMEA region, and then the AMER region.

Q3: What is the new URL for the customer portal?
The new direct URL will be https://support.actian.com.

Q4: Will my current login credentials work in the new system?
Yes. Actian Corporation is migrating all current Service Desk logins to the new system. You will be asked for an initial password change upon your first login.

Q5: Will there be a delay in password updates from actian.com to the new customer portal, like with Service Desk?
No. Actian Corporation has implemented a Single Sign-on system. Once you are logged in at actian.com you will not have to log in to the customer portal again. For example, if you log in to download a new patch and then want to open a new case, you would simply click on the support page, then on the customer portal, and you are immediately presented with your customer portal interface.

Q6: Can I now download software and patches from the customer portal?
Yes. The new customer portal has integrated key components from the support pages on actian.com and you will have direct access to software downloads, support policies, product compatibility matrixes, and contacting support via phone, if required (always on a severity 1). You can also easily access other areas of the Actian Corporation website. The new system has a much improved interface, which acts as a page on the website instead of a separate URL.

Q7: Will I be able to get to the customer portal directly via a URL or will I have to go to actian.com to log in?
You will be able to create a shortcut directly to the URL link for the new customer portal. The added benefit is that you still have new capabilities from this link available on actian.com. You will have to log in the first time you go to the URL if you haven’t already logged in somewhere else on the actian.com pages.

Q8: Why don’t I see my enhancement requests under “My Cases” in the customer portal?
Enhancements are no longer managed as individual cases in the system but as “Ideas” in the new Idea Center. The Idea Center is available to all customers on a support subscription or contract. It lets you see the ideas that all Actian customers have posted, vote on an existing idea, and add any clarifications. This allows us to better understand what our customers want and to make future plans based on the most requested and voted on topics. You still can view and maintain ownership of these ideas but they reside in a different location.

Q9: Will I be able to submit an email to open a new case?
To provide the best support experience, Actian customers can use either the Actian technical support portal or phone to open a technical support case. The Actian technical support portal offers customers an efficient, seamless process for submitting and managing cases by requesting the information the technical support expert will need to resolve the case. Please note that if you send an email request, you will receive an automated email reply redirecting you to the technical support portal and the technical support phone lines.
Note: You can respond via email to an existing issue as long as you do not change the subject line so the system knows what issue to post the updates to.

Q10: I don’t recognize the account name listed. What should I do?
Actian records may include account identification information (for example, account information relating to a legal entity that your company is associated with) that differs from account information that customers may typically use in the course of business. For questions regarding your account name, please contact Pamela.Fowler@actian.com or, sales at sales@actian.com, or call.

Q11: If I do not see my support contract data when I try logging a case, what should I do?
All active entitlements should be displayed. If you do not see the Actian support contract you want to use when logging a case, you will have the option to provide additional information (such as Technical Contact ID, Support ID, support contract address) about your support contract while creating the new support case. Actian will use that information to reference the correct support contract for your case. If you have questions regarding expired entitlements, please contact sales at sales@actian.com or your Account Executive directly.

Q12: Can I now open a severity 1 issue via the new Customer Portal?
No. We have not made any changes to our process for severity 1 issues. You must call us if you experience a production outage so we can engage a support engineer to assist you immediately. Call us immediately via contact support.

Q13: I am having trouble logging into the customer portal. What should I do?
You can email community_admin@actian.com for assistance or call us to report the problems you are experiencing.

Q14: Can I still attach files to my cases?
Yes. You can attach files by clicking on the Attach Files button. You can attach files through the section called Case Files by clicking Upload File(s).
Note: If you have multiple files, you can create a folder by clicking Create Folder, and then put the files in there.

Q15: What browser is recommended for usage with the customer portal?
It is highly recommended that use the most recent and stable version of Mozilla® Firefox® or Google Chrome™ . If you choose to run Microsoft® Internet Explorer® you must be on IE 9 or higher noting the compatibility view feature in Internet Explorer is not supported nor is the Metro version of IE 10.

Q16: I am having problems with the customer portal display using IE?
You need to be running IE 9 or higher. As well, you need to ensure IE7 compatibility mode is turned off. Do an alt/T, click on Compatibility View Settings, make sure the ‘Display all websites in Compatibility View’ is unchecked.

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