Palo Alto Networks End-of-Life Policy

For various reasons, products will eventually reach their natural End-of-Life – including new and better technologies being made available, marketplace changes, or source parts and technologies being no longer available. This is part of any technology product’s lifecycle and Palo Alto Networks tries to make this process as seamless as possible for our customers and partners while providing visibility into what can be expected during this process.

Hardware Products

For hardware products, the following End-of-Life policy applies:

• Palo Alto Networks will use commercially reasonable efforts to provide 6 months notice prior to a product's End of Sale, at which time the product will no longer be available for order.
• Palo Alto Networks will provide technical assistance for a period of 5 years following the End-of-Sale date, provided a valid support contract is maintained continuously on the product.
• Software embedded inside hardware products will continue to be supported according to the Software Version Support Policy (below). In addition, the last Major and Minor feature release available for the hardware product will continue to be supported for the duration of the End-of-Life cycle. Software support may include technical support, bug fixes, Maintenance releases, workarounds, and patches for critical bugs.
• Hardware replacement or replacement parts will be available for 5 years following the End-of-Sale date, provided a valid support contract is maintained continuously on the product. At Palo Alto Networks’ discretion, hardware may be replaced with a similar or equivalent product.

A product must be covered by a support contract as of the End-of-Sale date to be eligible for support renewal. Support contracts may be renewed for the duration of the End-of-Life cycle, and cannot be allowed to lapse during this time and be reinstated later.

Software Products

For software products, the following End-of-Life policy applies:

• Palo Alto Networks will use commercially reasonable efforts to provide 6 months notice prior to a software product End-of-Sale, at which time the software product will no longer be available for order.
• Palo Alto Networks will provide technical assistance for a period of 3 years following the End-of-Sale date, provided a valid support contract is maintained continuously on the product.

A software product must be covered by a support contract as of the End-of-Sale date to be eligible for support renewal. Support contracts may be renewed for the duration of the End-of-Life cycle, and cannot be allowed to lapse during this time and be reinstated later.

PAN-OS Version Support Policy - versions released prior to release date of PAN-OS 11.2

• Major feature releases will be supported for 24 months from the date of release.
  • Minor feature releases (see definition below) will be supported for 42 months from the date of release.
  • Support may include technical support, bug fixes, Maintenance releases, workarounds, and patches for critical bugs.
• VM-Series Accelerated Feature Releases (XFR) will be supported for 12 months from the date of release.

PAN-OS Version Support Policy - versions released after release date of PAN-OS 11.2

• Major feature releases will be supported for 36 months from the date of release.
  • Minor feature releases (see definition below) will be supported for 36 months from the date of release.
  • Support may include technical support, bug fixes, Maintenance releases, workarounds, and patches for critical bugs.
• VM-Series Accelerated Feature Releases (XFR) will be supported for 12 months from the date of release.

EoL Policy for Panorama Plugins

For Panorama plugins, the following End-of-Life policy applies:

• For major and minor releases, Panorama plugins will be supported for at least 12 months from the date of release.
• Some plugin versions may have extended support lifetimes as published in End-of-Life Summary page.

For Cortex XDR software products releases, the following End of Life policy applies:

• Major feature releases will be supported for 9 months.
• Critical environment releases will be supported for 24 months.
• Support includes at Palo Alto Networks reasonable discretion technical support, minor feature releases, content updates, workarounds, and fixes for bugs.
• A product must be covered by a support contract in order to receive support

*“Critical Environment Releases” means version releases for Software designed to be installed in sensitive and highly regulated environments. It contains minimal change over time to retain its stability. This release line will only include the most critical updates e.g. - only critical bug fixes and high-severity security issues.

For GlobalProtect App products releases, the following End of Life and End of Engineering policy applies:

For Major feature releases, Palo Alto Networks will field customer support queries until End-of-Life (EOL) date from their release date. However, bug fixes, Major and Minor Maintenance releases, software patches, and vulnerability fixes are limited as follows:

• For mobile apps (Android, Chrome, iOS, Windows UWP): Only the most current version is supported because App stores do not allow distribution of multiple versions of an App. Only security fixes will be provided after the End-of-Engineering(EoE) date.
• For macOS and Windows: Support is available until End-of-Life (EOL) from the initial release date of the Major feature release. Only security fixes will be provided after the End-of-Engineering(EoE) date until End-of-Life (EOL).
• End-of-Engineering (EOE) for GlobalProtect: No more bug fixes or features beyond this date. Palo Alto Networks will still provide security fixes.

For SaaS products (cloud services), the following End-of-Life policy applies:

• Palo Alto Networks will use commercially reasonable efforts to provide 6 months notice prior to a cloud service’s End-of-Sale, at which time the service will no longer be available for order.
• For customers who have valid subscriptions at the time of the End-of-Sale announcement: (1) Palo Alto Networks will continue to operate the cloud service through the end of each customer’s subscription term; and (2) Palo Alto Networks will provide technical assistance for a period of six months following the end of each customer’s subscription term to assist with customer’s migration from the cloud service.

For Prisma Cloud Compute Edition the following End-Of-Life policy applies:

Prisma Cloud Compute Edition has an 'n-2' support policy that means the current release ('n') and the previous release ('n-2') are supported.

Note that in some cases, resolution of a problem in the n-2 version may require upgrading to a current build. Prisma Cloud will make commercially reasonable efforts to work with customers that require porting fixes back to the n-2 version but sometimes architectural changes are significant enough between versions that this is practically impossible without making the n-2 version essentially the same as the n version.

Because the container ecosystem is constantly evolving, there are requirements from third-party vendors that may impact also supportability. For example, Prisma Cloud Compute Edition cannot effectively support third-party software that the vendor (or project) itself no longer supports, and this includes the host operating systems, orchestrators, and registries.

Key Terms:

• End-of-Life Policy: The policy covering End-of-Sale announcement through End-of-Life for a product.
• End-of-Life: The last day that a product will be supported by Palo Alto Networks. For SaaS products, the last day the cloud service would be shutdown.
• End-of-Sale: The last day that a product will be available for order from Palo Alto Networks.
• Major feature release: Where each release includes three numbers (x.y.z) : The “x” represents a major feature release, which usually includes a large number of new features and/or significant software architectural changes.
• Minor feature release: The “y” in the x.y.z nomenclature above represents a minor feature release, which usually includes a small to medium number of new features and typically minimal software architecture changes.
• Maintenance release: The “z” in the x.y.z nomenclature above represents a maintenance release, which only includes bug fixes.

For ION family hardware devices, the following End-of-Life policy applies:

• Palo Alto Networks will use commercially reasonable efforts to provide 6 months’ notice prior to a product's End of Sale, at which time the product will no longer be available for order.
• Palo Alto Networks will provide technical assistance for a period of 5 years following the End-of-Sale date, provided a valid support contract is maintained continuously on the product.
• Software embedded inside hardware devices will continue to be supported according to the policy governing software end-of-life (below). Software support may include technical support, bug fixes, Maintenance releases, workarounds, and patches for critical bugs.
• Hardware replacement or replacement parts will be available for 5 years following the End-of-Sale date, provided a valid support contract is maintained continuously on the product. At Palo Alto Networks’ discretion, hardware may be replaced with similar or equivalent product.

A product must be covered by a support contract as of the End-of-Sale date to be eligible for support renewal. Support contracts may be renewed for the duration of the End-of-Life cycle, and cannot be allowed to lapse during this time and be reinstated later.

For software on the ION family hardware or the virtual ION, the following End-of-Life policy applies:

• Palo Alto Networks will use commercially reasonable efforts to provide 6 months notice prior to a software product End-of-Sale, at which time the software product will no longer be available for order.
• Software releases will be supported for 24 months from the date of release.
  • Each release includes three numbers (x.y.z) : The “x” and “y” represents the version of the software release.
  • Maintenance releases: The “z” in the x.y.z nomenclature above represents a maintenance release, which only includes bug fixes.
  • Support may include technical support, bug fixes, Maintenance releases, workarounds, and patches for critical bugs.

A product must be covered by a support contract as of the End-of-Sale date to be eligible for support renewal. Support contracts may be renewed for the duration of the End-of-Life cycle, and cannot be allowed to lapse during this time and be reinstated later.