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Carbon Black Cloud Sensor Support Policy

Carbon Black Cloud Sensor Support Policy

This policy applies to customers with an active subscription contract for Carbon Black Cloud. There is a separate policy for Cb Protection and Cb Response which can be found HERE. The policy only addresses the Sensor/Agent components as the Server is maintained by Carbon Black. The intent of this policy is to provide consistent and predictable guidelines for product support throughout that product’s lifecycle to allow our customers to strategically plan for upgrades.

These terms apply to all Carbon Black Cloud customers unless otherwise agreed to in writing in your current maintenance and support agreement and/or master terms and conditions.

Current product release status can be found at Carbon Black Product Release Lifecycle Status

For both the Windows and macOS sensor, VMWare Carbon Black releases a minor release every 6 months, Minor releases are in standard support during that period. They go into extended support after the first 6 months for another 6 months. This means minor releases reach the end of life stage 12 months after the their initial release. All minor releases are updated every month for any bugs and issues with a maintenance release.

The Linux sensor, due to a more frequent release cycle, will be in standard support for 3 months and then move into extended support. Each Linux sensor will remain in extended support for 9 months. This means minor releases reach the end of life stage 12 months after the their initial release. All minor releases are updated every month for any bugs and issues with a maintenance release.

Release Definitions

Carbon Black release versioning convention is as follows:

  • A.B.C.D

A = Major

B = Minor

C.D = Maintenance

 

Major Release

The purpose of a Major release is to deliver significant new product features and functionality along with fixes from previous releases. This could include but isn’t limited to new UI design and workflows, major architectural changes, and changes to supported OS platforms. A major release may alter system and infrastructure requirements and isn’t designed to degrade any significant functionality.


Minor Release

The purpose of a Minor release is to deliver incremental new product features and functionality along with all fixes from previous releases. This could include changes to supported OS platforms and isn’t designed to degrade any significant functionality.


Maintenance Release

The purpose of a Maintenance Release is to improve product quality and provide corrective content and could potentially contain minor refinements to existing functionality and deliver support for updated OS platforms. Product changes will be clearly documented in the product release notes.


Support Lifecycle Stages

Standard Support

Provides maintenance releases, patches, hot fixes, and workarounds as are appropriate to enable the product to operate in conformity with its then-current operating documentation. Standard Support entails the following:

  • Product fixes for defects
  • Active technical Support providing industry-standard effort to address questions and issues until a defect or known limitation is identified
  • Customers will have access to existing technical articles and support documentation available in our Knowledge Base available on our customer support sites
  • Only the latest maintenance release for any Major.Minor receives standard support
    • E.g. 2.1,  2.2 , 2.3, 2.4 and 2.5 will not all be in Standard Support at any one time - 2.1, 2.2, 2.3 and 2.4 would be in Extended Support while 2.5 would be in Standard Support
  • Critical security fixes will be provided.
  • Windows and macOS sensors remains in standard support for 6 months from first release (not from last maintenance release)
  • Linux sensors remains in standard support for 3 months from first release (not from last maintenance release)

 

Extended Support

Following Standard Support, product releases will enter Extended Support. Carbon Black will continue to provide active technical support for product releases within in the currently supported Major Release Trains. The last minor release in major release train will have extended support for 6 months. Extended Support entails the following:

  • Active technical Support providing industry-standard effort to address questions and issues until a defect or known limitation is identified
  • Customers will have access to existing technical articles and support documentation available in our Knowledge Base available on our customer support sites
  • New hotfixes and other product changes will not be available for product releases in Extended Support
  • Defects identified with a release in Extended Support will be verified in the latest shipping version and, if found to be present, considered for fixing in that or a future release
  • Critical security fixes to the sensor will be provided.
  • Customers will be advised to upgrade to a version in Standard support
  • Windows and macOS sensors remains in extended support for 6 months from when the version first moves to extended support, not from last maintenance release in extended support.
  • Linux sensors remains in extended support for 9 months from when the version first moves to extended support, not from last maintenance release in extended support.


End of Life

Following Extended Support, product releases will enter End of Life. For clarity, this means that the last minor release in a major release train will reach End of Life after 12 months from the last minor ship date. Carbon Black will provide no active technical support for product releases after entering End of Life. End of Life entails the following:

  • Support cases will not be opened
  • Customers will have access to existing technical articles and support documentation available in our Knowledge Base available on our customer support sites
  • New hotfixes and other product changes will not be available for product releases in End of Life
  • Customers will be advised to upgrade to a version in Standard support
  • Windows, macOS, and Linux sensors moves into End of Life 12 months from initial release, not from last maintenance release.

 

Supportability Matrix

Standard

Extended

End of Life

Technical Support

Yes

Yes

No

Critical Security Fixes

Yes

Yes

No

Knowledge-base Access

Yes

Yes

Yes

User Forum Access

Yes

Yes

Yes

Product Documentation

Yes

Yes

As available

Defect resolution/Hotfixes

Yes

No

No

Labels (1)
Comments

Please match the version numbers in Example Diagram and description in Standard Support.

It's so confusing.

Thank you.

kyle.donovan​, can you help address haro​'s note above? Thank you.

--

Alexey Popov | Technical Support Manager, Cb Defense

Yes, please adjust the version numbers in the diagram to clearly reflect the product lifecycle.

haro​ Thank you for bringing this inconsistency to our attention. I have updated the version numbers in the description to match the diagram.

CC: alexeypopov​ and ver1tas

Thanks for fixing the document.It's now easy to understand.

@esullivan @kdonovan - the diagram that used to be a part of this page is no longer visible.

 

 

Hi

Link to Example Diagram in this KB  seems to be broken.

 

Haro

hi @haro it was an actual diagram that was there previously rather than a link.  I have been trying to rundown a replacement image for some time with no success.  

Thanks

Ed

This is indeed a strange way of working. With so many historical and current issues in the sensor, when you finally find a stable one you need to upgrade yet again to be able to raise support tickets. Find a more stable and enterprise friendly way for your product development please. And look into long term stable releases, it is fine if it does not include all the bells and whistles. //Jonas
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