Description
This article explains the limitation on TAC support for devices where the FOS is already End of Engineering Support for Software (EOES).
Scope
TAC, FortiOS.
Solution
Hardware and Software internal teams decide which version future versions will be delivered to Hardware and what Final Firmware Release (FFR) will be. 'The FFR remains in a must-fix support phase until the EOS date of the applicable hardware product'.
An FFR exists because the hardware is designed to meet performance specifications, as new features may need more resources.
Support for Hardware and Software will be as two separate pieces where each has its requirements and specifications.
Example:
- When there is a VM, it is possible to upgrade/downgrade as it is not limited to a specific version, just make sure to meet Hypervisor requirements to run the VM.
- When a physical device is used, it has to pass all quality tests in other to provide the best reliability and performance possible for what the device was designed thus, newer major versions may not be included.
When the OS and hardware are still before the End of Support Date (EOS) but already passed EOES, the user will continue to receive support for Hardware and FortiOS configuration issues; however, if it is a software problem, it will not be fixed for that version unless it falls under 'critical issues and PSIRT vulnerabilities'.
See more on the Life Cycle Policy document for more information.
Example:
- When working with TAC support, an investigation will occur to understand if the issue comes from hardware or software.
- If a hardware problem is discovered, the standard RMA procedure will be followed.
- If a Software problem is confirmed:
- In case of a Major PSIRT vulnerability, it will be addressed and a special release may occur to fix it.
- Any other issues related to the software, it should be fixed in major versions that are yet before the EOES date.
This implies that if a Software Problem is identified but can only be resolved in future releases due to the EOES, it is necessary to upgrade to the new major release.
- In cases where the device does not support the newer versions and there are no available workarounds, it is advisable to consider replacing the device with a compatible model."
Once the root cause is identified and confirmed by the TAC, in scenarios where Forti OS is already EOES, the customer needs to contact the assigned sales representative or account manager to assist with finding the best approach.
Related documents:
Product Life Cycle page
Life Cycle Policy document
Access to the TAC, Point 2.5.5 in the 'Fortinet Service Offering Terms'
