Support & Maintenance

If a Customer purchases support and maintenance for products (“Support”), Tripwire will provide the Customer with technical support and new releases that Tripwire makes generally available in accordance with Tripwire’s Support Policies.

Support Policies, Scheduled and Support Service Briefs

• Product Discontinuation Policy & Schedules [PDF]
• Tripwire's Platform Support Policy & Schedules
• Appliance Discontinuation Policy & Schedules [PDF]
• Technical Account Manager Services Brief
• Tripwire Remote Operations (TRO) Services Brief
• EOL Notice for VnE 1100, VnE 4100, VnE 5100 [PDF]
• EOL Notice for VnE x500, VnE x600, DP 40x0 [PDF]
• Tripwire Agent Platform Support [PDF]

The following terms shall apply if a Customer purchases additional Support offerings from Tripwire:

Technical Account Manager

The Tripwire Technical Account Manager (TAM) offerings include: one Tripwire TAM Staff dedicated to either one (1:1), three (1:3), or seven (1:7) accounts. Depending on the TAM offering purchased, a Customer is entitled to the services described in the Tripwire Technical Account Manager Program datasheet.

Appliance Refresh

If Customer chooses to replace an appliance for which Tripwire is discontinuing Support, any remaining pre-paid Support on the existing appliance can be applied to a newly purchased appliance of the same type. The new appliance order must identify the serial number of the appliance to be replaced. On delivery of the replacement appliance, the remaining prepaid Support will transfer to the replacement appliance and support for the old appliance will be discontinued. The quantity of appliances under Support and Support term length will not increase as a result of this transfer.

Product Upgrades

For any product upgrades purchased, the next period's support renewal for the upgraded product(s) will include the current upgrade support fee plus the support fee on the original product purchase, not to exceed list price of the upgraded product.