Since the most recent business update at the HP Tech Forum, in June 2007, HP has
made a decision regarding HP e3000 support. Part of the Tech Forum HP e3000
business update presentation (http://jazz.external.hp.com/papers)
included a conceptual model of support phases for the lifetime of the platform.
In keeping with that model, the purpose of this letter is to provide an outline
of HP's support offerings for the HP e3000 in the coming years.
HP is pleased to announce that we will offer Limited Support as described below
for many e3000 hardware and software products beyond the previously announced
End of Support Life date of December 31, 2008. At this time, HP plans to provide
this Limited Support until December 31, 2010.
The primary intent of this change is to provide Customers who are transitioning
to new HP solutions with extra time for completing that transition. This
announcement does not reflect a change in HP's continued strong recommendation
that customers proceed with planning and implementing transitions off the e3000
as soon as possible. HP, together with many partners worldwide, continues to
offer a strong transition program that includes a wide range of proven
solutions. The HP e3000 transition web site at
contains a wealth of information on HP and partner-based tools, resources,
training, and services.
During the Limited Support period, Software Technical Support Services will be
replaced with Mature Product Support without Sustaining Engineering (MPS w/o SE)
on January 1, 2009. Under the MPS w/o SE service, Customers will continue to
receive the same high quality access to HP technical experts, software
electronic support, and escalation management, to assist in problem analysis,
isolation, and resolution with existing patches. Please refer to the Software
Technical Support Services data sheet for information about the MPS w/o SE
Notwithstanding this extension, HP wants to make clear that this Limited Support
will not include Software Update Services or sustaining engineering, as defined
in the Software Technical Support Services datasheet, after December 31, 2008.
This means that HP will not add new features or functionality to MPE/iX and
e3000 products. No new releases, PowerPatches, replacement products, or patches,
including patches for newly discovered security vulnerabilities, will be
provided. Please note that instances may arise where HP will have to discontinue
support earlier than December 31, 2010 on specific products and services.
Customers with support today will automatically receive a support extension for
the products and services for which they currently have support. Please note
that peripheral devices and accessories such as, but not limited to, disk drives
and network I/O are subject to their own EOSL dates and are independent of the
e3000 limited support extension. Adjusted support dates for the e3000 products
will be reflected on contracts as part of the contract renewal process. EOSL
information for peripheral devices will continue to be listed below each device
on the service agreement.
Additional information can be found on the
FAQs section of the
http://www.hp.com/go/e3000 website. As always, HP encourages customers with
additional support needs beyond the MPS w/o SE services offering to contact your
HP sales, HP support, or authorized reseller representatives to discuss your
HP values our Customers and looks forward to continuing to provide them with
best-in-class products and services.