11. Who can receive support in the Extended Support phase?
Extended Support will be available to all customers*. Extended Support includes paid support (support that is charged on an hourly basis or per incident), security update support at no additional cost, and paid hotfix support. To receive hotfix support, an Extended Hotfix Support contract must be purchased within the first 90 days following the end of the Mainstream Support phase. Microsoft will not accept requests for warranty support, design changes, or new features during the Extended Support phase.
* Extended Support is not offered for Consumer, Hardware, Multimedia products or Microsoft Online Services.
17. What is the Security Update policy?
Microsoft has not changed its Security Update policy:
Business and Development software
Security updates will be available through the end of the Extended Support phase (five years of Mainstream Support plus five years of the Extended Support) at no additional cost for most products. Security updates will be posted on the Microsoft Update Web site during both the Mainstream and the Extended Support phase.
Consumer, Hardware, and Multimedia products
Security updates will be available through the end of the Mainstream Support phase.