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Centrify Product and System Support Lifecycle Policies

The Centrify Product and System Support Lifecycle Policies are designed to provide customers with a clear understanding of the type and duration of support they can expect for Centrify solutions they have licensed. We continually monitor customers’ needs and review industry advancements in order to focus our attention on providing quality service.

Overview

The Centrify Product and System Support Lifecycle Policies are designed to provide customers with a clear understanding of the type and duration of support they can expect for licensed Centrify solutions. We continually monitor customer needs and review industry advancements to focus our attention on providing quality service.

Centrify maintains a current release and an active long-term support version (LTS).

Current release – The latest Generally Available (GA) release

Active LTS version - A release that is primarily focused on bug fixes, and lighter on new features.

Once a release enters LTS and is no longer the current release, no new features will be backported to that release. Changes are limited to:

  • Bug fixes (Critical and High severity);
  • Security updates

Lifecycle Policy for Centrify Products

PRODUCT NAME
 
SUPPORT LEVEL
 
LTS Version
Standard Support
Premium Support
Premium+ Support
Supported Lifecycle for an LTS version
Centrify Privileged Access Service (On-premises deployment)
First release of a calendar year
(ex. 20.1, 21.1)
12 Months
12 Months
18 Months
Centrify Client for Windows
First release of a calendar year
(ex. 20.1, 21.1)
12 Months
12 Months
18 Months
Centrify Client for Linux
First release of a calendar year
(ex. 20.1, 21.1)
12 Months
12 Months
18 Months
Centrify Authentication Service and Centrify Privilege Elevation Service (previously part of Infrastructure Services)
Every release in the calendar year
36 Months
60 Months
60 Months

Centrify Cloud components such as Centrify Connector Gateway, Centrify Browser Extension, and Centrify Mobile App only support current and prior two releases.

Customers with support needs beyond the end of support timeframes can request a custom agreement for “Sustaining Support” from Centrify.

Support and Maintenance Coverage

 
Regular Support
Sustaining Support
Time Frame
Until end of support
As per custom contract
Phone/Email/Web Support
Yes
Yes
Bug Fixes*1
Yes
No
Workarounds if Applicable
Yes
Yes
Product Available on Download Center?
Yes
No
Support Agreement Required
Standard / Premium / Premium+
Custom

*1: Bug Fixes are fixes for specific issues or defects, provided to customers on an as-needed basis. Bug Fixes are usually verified by the customer in their own environment and then incorporated into a future release.

For Sustaining Support, If the bug is fixed in a newer version of the product, the Customer will be required to upgrade to that version. Otherwise any additional bug fixes will be provided in either the next version of the product or as a hotfix to the current release of the product and then incorporated into the next version of the product moving forward.

Lifecycle Policy for Centrify Support of Operating Systems

Centrify provides support for its products across a broad range of UNIX, Linux, and Windows operating systems as listed on the Centrify website at here (the online list of supported platforms is the most accurate list of supported platforms) as a result of Centrify’s Quality Assurance program.

For Centrify Zero Trust Privilege Services (Core, Standard, and Enterprise editions), older versions of operating systems that are no longer supported by the vendor will not be tested and supported by Centrify.

New versions of operating systems, currently supported by Centrify, will be added in the next release of the Centrify Zero Trust Privilege Services, usually within ninety (90) days but no later than one hundred eighty (180) days after general availability from the vendor. Support for a new processor type will be determined based on customer demand and market needs.

If there are any issues using the Centrify Zero Trust Privilege Services on a newer version of a supported operating system, please contact Centrify Technical Support for assistance at www.centrify.com/support. Though they are not on the officially supported list, most of the time these new operating systems will work. If you have issues, Centrify wants to work with you to resolve those issues.

For details on product versions and specific support timelines, please click here.