Tivoli support

Release Definitions
IBM Tivoli products are categorized according to a Version. Release. Modification (V.R.M) format.

A "Version" typically indicates the subject program has significant new code, features or functions.  Examples may include a new graphical user interface or architectural changes.

A "Release" typically reflects less significant changes to an existing product's features or functions.  Examples may include expanded language support or increased scalability.

A "Modification" typically reflects product function delivered outside of standard, announced "Version," "Release" delivery methods.

Release Frequency
Tivoli's intent is to release major functions in products every twelve to twenty-four months and minor functions as appropriate.  Tivoli may introduce major functions more frequently in emerging products.

Upgrade
It is Tivoli's intent to provide appropriate methodology for software transition (e.g. upgrade path, migration path) to the current release (n) from the two previously announced releases (n-1 & n-2).   

Intra-Operability
It is also Tivoli's intent to provide some level of intra-operability between the current release (n) and the two previously announced releases (n-1 & n-2) to  help facilitate orderly software transitions.

Maintenance
Tivoli's base level objectives are to fix reported defects in currently supported software, where feasible,

1. in the supported release where the defect is reported
2. in the most current release (n) when the customer base, problem impact and/or pervasiveness is significant, and
3. in future releases (n+) of the product.

For those platforms defined as "Other" in theTivoli Supported Platforms Matrix, Tivoli's objective is to provide fixes in the supported release where the defect is reported.

While Tivoli Support will evaluate all problems and issues on currently supported software (i.e. offer Level 2 support),  the customer may be required to install the most current prerequisite maintenance to receive defect support.

If a supported release is running on an operating system, (or with a co-requisite, pre-requisite product) that is no longer generally supported, Tivoli Support will be limited to defects that can be replicated on supported environments (e.g. supported versions of the operating systems).

See your product's support page for specifics about product maintenance availabilityhttp://www.ibm.com/software/sysmgmt/products/support/.

Supported Platforms

Service Transition (End of Support)

Predictable fix pack delivery schedule
Customers have requested that we enable them to plan their maintenance updates by providing them with a predictable fix pack delivery schedule. In order to improve communications with our customers and better enable them to maintain their environments, we are announcing the following changes to the fix pack process:

When will we ship fix packs?
The available dates on which fix packs may ship for 2004 through 2008 are listed below. Not all products will ship a fix pack on these dates, but if a product does ship a fix pack, it must be on one (or more) of these dates. This will enable customers to plan maintenance windows around these dates.

• 2004 fix pack target dates: April 30th, July 2nd, Oct 1st, Dec 17th
• 2005 fix pack target dates: April 1st, July 1st, Sept 30th, Dec 16th
• 2006 fix pack target dates: March 31st, June 30th, Sept 29th, Dec 22nd
• 2007 fix pack target dates: March 30th, June 29th, Sept 28th, Dec 21st
• 2008 fix pack target dates: March 28th, June 27th, Sept 26th, Dec 19

Customers can use "My Support" and update their profile to subscribe to 'download' notification on specific products. Customers will then be notified when a specific product releases a fix pack. To subscribe to "My Support", please visit the Tivoli Support Website and choose "My Support" from the left navigation bar. The Tivoli Support Website is located at: http://www.ibm.com/software/sysmgmt/products/support/ .
How will we communicate when APARs will be fixed?
For Tivoli distributed products, after June 6, 2004, APARs closed with a fix will contain additional information to help customers plan their maintenance updates. Customers will be able to track the resolution of an APAR via the web.  Once an APAR is fixed and closed, the customer will see one of the following in the APAR text, under the heading "Problem Conclusion":

• The name of the available maintenance vehicle (fix pack or interim fix) or release fixing the problem, or
• The name of the scheduled fix pack

To view the projected release date of a future fix pack documented in an APAR close, customers can access IBM's Support and Downloads website and search by fix pack name. Go to http://www.ibm.com/software/sysmgmt/products/support/, click the 'Download' box and type the fix pack name into the field titled "Enter product names, search terms, phrase, error code or APAR number".
Open APARs will continue to be updated with the latest workaround information. 
Questions
For questions regarding the Maintenance and Release Strategy please contact Tivoli eSupport Feedback.