Cloudera Long Term Support Release Policy

The terms of this Long Term Support Release Policy (the “LTSR Policy”) apply to those versions of Cloudera Products set forth in the LTSR Product Listing as defined below (each such Cloudera Product version, an “LTSR”).  If not identified as a LTSR, then that version of the applicable Cloudera Product will be subject to Cloudera’s Support Services Policy.

Definitions. The following terms have the meanings set forth below. Other terms may be defined in the context of their use elsewhere in this LTSR Policy. 

“Cloudera Support Services Policy” means the standard Cloudera Support Services Policy set forth at https://www.cloudera.com/legal/commercial-terms-and-conditions/cloudera-support-policy.html.

“Hotfix” means a fix developed by Cloudera for an LTSR, generally on an expedited basis, in response to a critical business issue or security vulnerability issue. 

“Hotfix Bundle” is a cumulative set of Hotfixes that have been developed by Cloudera for a specific LTSR.  

“Initial LTSR” means the first version of an LTSR Product to be designated as an LTSR.

“LTSR Product” means a Cloudera Product with respect to which Cloudera designates certain versions as LTSRs.  LTSR Products are specified in the LTSR Product Listing.

“LTSR Product Listing” means the listing published and maintained by Cloudera at https://www.cloudera.com/services-and-support/support-lifecycle-policy.html that specifies the version of LTSR Products that are considered LTSRs as well as applicable LTSR Support Periods.

“LTSR Support Period” means, with respect to an LTSR, the Support period specified for such LTSR in the LTSR Product Listing.

“Service Pack” or “SP” means a maintenance package for a particular LTSR that includes a cumulative set of released Hotfix Bundles, critical bug fixes, and security patches addressing a CVE (Common Vulnerabilities and Exposures) and other security fixes.  Service Packs may also include certain performance fixes, other non-critical fixes and minor platform certifications.  Service Packs will not include new product features.

Long-Term Support Releases

Cloudera will, at its sole discretion, designate certain maintenance release versions of an LTSR Product as an LTSR.  Typically, there will be a LTSR provided to Cloudera customers every 1 - 2 years.

LTSRs do not receive updates that introduce new features or improvements that change the functionality or behavior of the LTSR.  Rather, LTSRs are supported to address critical bugs, security vulnerabilities, regressions and other issues that generally affect Cloudera customers, thereby extending the time period of which customers can deploy these LTSR in their production environment.

Customers with an active Support Subscription to an LTSR Product who choose to deploy an LTSR will have access to Service Packs for such LTSR which will be provided and supported by Cloudera in accordance with this LTSR Policy.

Cloudera will provide Support for LTSRs in accordance with the Cloudera Support Services Policy as supplemented by this LTSR Policy for the applicable LTSR Support Period. To the extent of any conflict between the terms of the Cloudera Support Services Policy and this LTSR Policy, the terms of this LTSR Policy will prevail with respect to LTSRs.

For maintenance release versions of LTSR Products that: (i) are released after the Initial LTSR for such LTSR Product, and (ii) are not designated as LTSRs, Cloudera generally provides Support for a period of  eighteen (24) months. 

Service Packs

Cloudera intends to release Service Packs for LTSRs approximately every six (6) months during the applicable LTSR Support Period for such LTSR. 

Service Packs will only be supported for use with the specific LTSR for which it was released. (For example, CDP Private Cloud Base 7.1.7 SP1 will be supported as an update only to CDP Private Cloud Base 7.1.7 and for no other versions of CDP Private Cloud Base.)

Each Service Pack will provide full backward compatibility to the previously released Service Packs for the same LTSR.

Cloudera will only provide full Support Services for an LTSR that implements the latest Service Pack. When a new Service Pack for an LTSR is released, Cloudera will only provide limited diagnostic support, guidance on configuration changes and workarounds for LTSRs that do not implement the latest Service Pack. Hot Fixes and cumulative Hot Fixes will only be provided on the latest Service Pack. Cloudera recommends that customers always implement the latest Service Pack to ensure that they are on the most secure version of the LTSR and can receive full Support Services.

Hotfixes and Hotfix Bundles

Cloudera will provide Hot Fixes or workarounds for issues that are categorized as having a Case Severity level of S1 as defined in the Cloudera Support Services Policy.  Cloudera may choose to provide Hot Fixes or workarounds for other issues that, in its sole discretion, it deems to be high priority.

Cloudera will regularly package all Hot Fixes for an LTSR into Cumulative Hot Fix Bundles and will make such Cumulative Hot Fix Bundles available to customers with active Support Subscriptions to the LTSR Product.

Customers must apply the latest Hot Fix Bundle for an LTSR before applying any subsequent Hotfixes provided by Cloudera for such LTSR. 

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LTSR Products and Versions