Cohesity Global Support
and Services Handbook
Welcome Guide

August 2024
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Global Support and Services Handbook

Welcome to the Cohesity Family!
Our mission is to protect, secure, and provide insights into the world’s data. We want to empower yourteam to tap into all of your enterprise data—in backups, archives, file shares, object stores, and data
used for dev/test and analytics—to derive insights that give your organization a competitive edge.
We’re customer-obsessed (it’s a core value) with a world-class support team, focused on your success.
We pride ourselves on maintaining excellence.
In this handbook, you’ll find details about everything you need to get started—from our internal Supportand Helios portals to our Cohesity Circle community—as you begin your relationship with Cohesity.

Our success only happens when YOU are successful, so stay in touch. Let us know what works anddoesn’t work for you so we can continue to improve and keep learning. I’m looking forward to hearing
from you as we lead the industry in AI-powered data security.

Sincerely,
Karen Egan
Chief Customer Experience Officer2

Global Support and Services Handbook

Contents

Welcome to the Cohesity Family!................................................................................................................................... 2
Terms and Conditions................................................................................................................................................. 3
Our Services & Support Commitment to You............................................................................................................... 4
Our Support Alliance Program Overview....................................................................................................................... 5
Cohesity Software Support....................................................................................................................................... 6
Cohesity Hardware Support ......................................................................................................................................7
U.S. Federal Government Customers .......................................................................................................................7
Availability of Our Technical Teams .......................................................................................................................... 8Contact Our Support Team ....................................................................................................................................... 8
MyCohesity: All in one place ........................................................................................................................................... 9
Cohesity Helios .......................................................................................................................................................... 10
CCS - Cohesity Cloud Services................................................................................................................................ 10
Cohesity Support Portal............................................................................................................................................. 11Create a new Support Case...................................................................................................................................... 12
Ability to update the priority of the case................................................................................................................ 13
Cohesity Cases Involving Hardware........................................................................................................................ 13
Updating Cohesity Case Priority............................................................................................................................. 14
Cohesity Case Escalation......................................................................................................................................... 14
Proactive, Automated Techniques to Speed Case Resolution.......................................................................... 15
When Cohesity Closes Your Case ..................................................................................................................... 17
Accessing Cohesity Software............................................................................................................................ 17
Our Software Release Lifecycle ......................................................................................................................... 18
Release Controlled Rollout Process.................................................................................................................. 19
Feature Release Stages....................................................................................................................................... 19
End of Support and End of Life Policy .............................................................................................................. 20
Read Our Product Documentation.................................................................................................................... 20
Submit Your Ideas And Feedback...................................................................................................................... 20
Cohesity Academy.................................................................................................................................................... 20
Cohesity Product Documentation.......................................................................................................................... 21
Cohesity Circle: Our Customer Community.......................................................................................................... 21
Cohesity Partner Portal ............................................................................................................................................ 21
Additional Support Services and Resources............................................................................................................... 21
We’re Here For You and Your Organization.................................................................................................................. 22

Terms and Conditions
Cohesity Support and Maintenance Terms and Conditions (the “Support Terms”) apply to any customer (“Customer”) who is entitled to receive support services from
Cohesity, Inc. (“Cohesity”) for specific Cohesity software product(s) (the “Software Product”) and/or hardware product(s) (the “Hardware Product” and together with
the Software Product, “Products”) pursuant to a written agreement or order between Customer and Cohesity (or its authorized reseller or distributor, as applicable) (an“Agreement”). Customer is entitled to receive only the support specified for the applicable Support Level and term that Customer has ordered and paid for pursuant tosuch Agreement. To the extent Cohesity has become obligated for support and maintenance, the following will apply with respect to Products so long as they remain
Cohesity’s standard terms for support and the Customer is in full compliance with Cohesity’s end-user agreement (the “EULA”).

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Global Support and Services Handbook

Our Services & Support Commitment to You
The Cohesity technical team is dedicated to providing your organization with complete, responsive,high-quality services, boosting your experiences with Cohesity products. Our services and support
commitment to you focus on delivering:• Enterprise-grade support and services• World-class online experiences• Global scalability
Staffed by talented professionals—with expertise honed at enterprise industry leaders such as VMware,
Cisco, Google, Nutanix, and more—our support and services professionals strive to always provide thehighest level of customer satisfaction.
Whether you are deploying Cohesity software on Cohesity appliances, in the cloud, in hypervisors, or
deploying Cohesity on one of our certified partner appliances, you can expect:• Timely and knowledgeable responses for fast case resolution• Easy access to software• Up-to-date documentation• Helpful and current knowledge base articles• Visual dashboarding of your cluster information• Peer-to-peer community engagement opportunities• Accurate information to assist your decision making

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Global Support and Services Handbook

Our Support Alliance Program Overview
Support alliance relationships enable cooperative collaboration across our Platform, providing
interoperability and joint solution creation. The ecosystem of these partnerships includes OEM, Alliance,and 3rd-Party Applications/ISVs. Interlocking with these partners is paramount to providing a positive
customer experience.
Support alliance relationships enable cooperative collaboration across our Platform, providing
interoperability and joint solution creation. The ecosystem of these partnerships includes OEM,
Alliance, and 3rd-Party Applications/ISVs. Interlocking with these partners is paramount to providing a
positive customer experience. Cohesity support and services professionals work in combination with
our Support Alliance partner technical support teams to address your questions, troubleshoot, andsuccessfully solve your issues. The following table outlines the Program and first point of contact, basedon your deployment
Cohesity Solution

First Point of Contact

Cohesity software deployed:

Contact Cohesity Support via web, responding toautomaion case email for further troubleshooting, or
telephone.

• On Cohesity appliances• In the cloud• In hypervisors
Cohesity software on certified partner
appliances:• Cisco• Dell• Hewlett-Packard Enterprise (HPE)• Fujitsu• Pure Storage• Intel• Lenovo

For software issues, open a case with Cohesity.
For hardware issues, Cohesity advises following the
published field replacement guides, and Cohesity Support
is available to review a suspected hardware issue.
If a hardware case needs to be opened with the vendor,
please open the case directly with that vendor and sharethe vendor case number with your Cohesity SRE. This willassist with three-way collaboration and troubleshooting,as needed.
Hardware replacements must be requested directly fromthe hardware vendor. You can reference the Cohesity Case
number to assist in log collection and troubleshooting, as
neededCohesity Support is available to assist you and the
hardware vendor during the replacement process.
If you are unsure where to open a case, the Cohesity
Support team is trained on partners’ solutions and canhelp guide you.

Third-party applications (Marketplace Apps) Installation issues - contact Cohesity Support.
running on the Cohesity platform
Applications issues - contact application vendor.
Cohesity support is available to assist. Please provide
the third-party vendor case number to your Cohesity SRE
to assist in 3-way collaboration and troubleshooting, as
needed.

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Global Support and Services Handbook

Cohesity Software Support
The Cohesity technical team is dedicated to providing your organization with complete, responsive,high-quality services, boosting your experiences with Cohesity products and services. The following
table illustrates Cohesity’s internal objectives to respond to applicable Priority Levels (IRT refers to Initial
Response Time).
Priority Levels
Priority 1

Priority 2

Priority 3

System down: an
event that is severely
impacting the critical
functionality of theCohesity productin a production
environment.

Significant system
impact: an event,impacting featuresor restricting use of
the Cohesity productin a production
environment

Minor system
impact: an event orstate in the Cohesity
environmentthat requires
investigation, butcore functionality isavailable.

Non-operational
system impact: an
event with minor
system impact,
or a request for
information orquestions about
functionality.

Premium

1 hour2 business hours
4 business hours

2 business days

Platinum

30 minutes

1 business hourPremium

The issue will be
actively worked
around the clock withthe customer until it
is resolved

Once per 2 businessdays
Once per 3 businessdays

Once per business
week

Every 2 hours(during synchronoustroubleshooting via
phone/video-call)***Once per businessday

Customer andCohesity support will
engage within local
business hours* toresolve the case in atimely manner

Customer andCohesity support will
engage via written
updates within local
business hours* toresolve the issue

ExamplesIRT Internal
Objective**

Ongoing
UpdateObjective
PlatinumPrimary Customer
Responsibilities

Customer andCohesity support
are continuously
engaged to drive
resolution or
workaround for thecase

Customer andCohesity support will
engage within local
business hours* toresolve the case withurgency

Priority 4

Customer is responsible for installing, and/or upgrading to a Supported Release if Customer
wishes to continue to receive Support. Customer agrees to: provide necessary technicalresources and all required technical information; If possible, provide documents/network
topology diagrams of deployment in a timely manner; and respond in a timely fashion toquestions posed by Cohesity resources.
* Local business hours are defined as 8:00AM to 5:00PM local time and excludes weekends and public holidays. Local time is defined by the country and time zone of the SFDC
contact. If this information isn’t available, mailing address at the customer level is used unless otherwise specified at the time of product activation.
**Cohesity’s internal ‘initial response time’ (IRT) objective using reasonable efforts.
*** Objective defaults to once per business day if customer ceases synchronous troubleshooting over phone or video call.
Terms & Conditions. The above is informational only. Terms applicable to Cohesity support are available at cohesity.com/agreements.

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Global Support and Services Handbook

Cohesity Hardware Support
If you are using Cohesity hardware products and have purchased a hardware support agreement, thenCohesity will deliver to you, at no charge, the replacement parts that Cohesity determines are required
within the Part Delivery Time:
Location

Parts Delivery TimeUSA (incl. Hawaii, Alaska, Puerto Rico)

Next Business Day

EU Countries & UK

Next Business Day

Non-EU Countries in Europe

Best Efforts

Australia, Singapore, Japan, China (Beijing,
Shanghai, Shenzhen, Guangzhou)

Next Business Day

Rest of WorldBest Efforts

Add-On Services (may be added for an additional fee):• Hardware Non-Return Option• 4-hour Hardware Services (designated locations only)
Please note, actual delivery times might vary if your location is remote and/or if common carriers
encounter delays or require special transportation arrangements for reaching your site, or if Customs
clearances impose delays. As part of the Return Material Authorization (RMA) process, a case is requiredfor hardware troubleshooting and product (or part) replacement. For more information on the RMA
process, review the Cohesity Support and Maintenance Terms and Conditions.
Cohesity does NOT support hardware other than Cohesity’s own Hardware Products. Although we don’t
open cases with hardware vendors on your behalf and cannot arrange your RMAs, we can guide you tothe right people and places.

U.S. Federal Government Customers
For existing qualified U.S. federal government customers, you are entitled to all of our Premium support
benefits, and your requests will be handled by U.S. citizens. We have a dedicated support number foryour convenience: 1-202-470-1821

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Availability of Our Technical Teams
We strive to serve your organization with local support professionals from our offices in North America,
Asia-Pacific, and Europe.

Cork
San JoseTokyo

RaleighBangalore

24x7x365

5“Follow the Sun” Support

WW Support Centers

Contact Our Support TeamYou can reach our Cohesity technical support professionals every day of the year, at all times of the day.
Visit us on the Web: https://support.cohesity.com/login
Via phone: For the full list of global technical support numbers, visit our Cohesity Support page.

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Global Support and Services Handbook

MyCohesity: All in one place
MyCohesity provides users with one account and one password, so you can navigate and manage
all of the Cohesity resources you have access to without hassling with multiple locations, logins andpasswords. The portal provides a single place to access:• Helios			• Product Documentation• Support Portal		• Cohesity Circle• Academy			• Partner Portal

With this fast, centralized access to all resources and the ability to seamlessly transition from one service toanother without disruption, our goal is to increase engagement and deepen our relationships.
If you are a new user to Cohesity you can just sign up (top left from picture below) for a new account at
MyCohesity. You will receive a welcome email with your username and a link to activate your account andset your password. Once you are logged in, you will have access to all of MyCohesity resources, except
for Helios. As your first time, you will need to click on Launch from the Helios tile, and on the next screen
click on Request access. This will trigger an invitation to your Helios Administrator to add you as a Helios
user, giving you then access to Helios. The first person in your organization to sign up for MyCohesity will
have Helios Admin access.
Alternatively, to get access to MyCohesity instead of you signing up, your Helios Administrator can give youaccess to that by adding you as a user (see Manage Users documentation). From the email you will receive,
you can activate your account and have access to all MyCohesity resources, including Helios.

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Cohesity Helios
Cohesity Helios is a SaaS-based platform that combines a single, global user interface (UI) with built-in
machine learning to provide you operational insights and actionable recommendations to help meet your
SLAs and ensure business continuity. Connecting clusters to Helios dramatically simplifies managing
all of your data and applications, wherever they are distributed across a hybrid landscape, from data
centers, to edge environments, to public clouds.
You can access Helios going directly to helios.cohesity.com using MyCohesity credentials. If you areusing an Identity Provider to login to Helios then use your SSO credentials.
With Helios, you can:• Manage all your Cohesity clusters from a single UI.
NOTE: Make sure your clusters are connected to Helios.
• Generate global reports for deeper visibility.
• Search and take actions across your global footprint.
• Monitor your clusters continuously.
• Orchestrate cluster upgrades.
• Proactively plan for emerging business requirements with capacity prediction.
• Monitor machine learning-based anomalies detection for ransomware attacks.
• Download and manage applications from the Cohesity Marketplace.
• Add users to the support channel and manage their permissions.
Helios also provides a proactive wellness mechanism that auto-generates cases based on predictive
alerts, cluster alerts, and bundle logs (see the full list of proactive alerts in our Helios Auto-generated
Cases for Proactive Wellness knowledge base article). The contact information used for auto-generated
cases and notifications is determined by the contact email address that you associated with the cluster
during cluster registration. It’s crucial that you have an email address associated with each of yourclusters. If you need to update the contact for a cluster, please follow the instructions in the How to set a
contact to receive Helios Proactive Wellness emails knowledge base article.
Learn more about Helios in the online Help.

CCS - Cohesity Cloud Services
CCS is our portfolio of offerings built atop the Cohesity Helios platform, radically simplifies the way
data is backed up, secured, governed, and analyzed. It provides capacity-based pricing, eliminates
infrastructure and silos, and consolidates data from multiple use cases such as data backup andarchiving, disaster recovery, file and object services, copy data management, and analytics - all provided
through a Software as a Service (SaaS) delivery model.
Cohesity DataProtect delivered as a Service provides backup and recovery capabilities (BaaS).
Cohesity SiteContinuity provides SaaS-based automated disaster recovery failover and failback
orchestration to the AWS public cloud for disaster recovery as a service (DRaaS). DRaaS is currently
in preview.
Learn more about CCS here, and how to get started in the Cloud Services documentation.

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Cohesity Support Portal
We’re thrilled to announce the launch of our new Support Portal. Each of the changes outlined below isdesigned to enhance your experience, save you time, and get you the information you seek with greater
efficiency and accuracy.
Highlights include:• Modernized look and feel: The new look is visually appealing, intuitive to navigate, and responsive
across various devices.
• Improved user experience: Thanks to streamlined workflows and logical menu structures, you’ll
find it easy to navigate the portal, access information, and find solutions to your queries more easily
than ever.
• Enhanced AI chatbot integration: With the enhanced integration of our AI-powered chatbot, ourintelligent virtual assistant is more capable than ever, ready to assist you 24/7. It can quickly provide
answers to frequently asked questions, troubleshoot common issues, and even guide you throughcomplex processes—reducing the need for human intervention.
• Improved performance: With quicker loading times, smoother interactions, and greater
responsiveness, we’ve optimized server resources, minimized downtime, and fine-tuned every aspect
to ensure a more reliable and efficient experience.
We’re proud to roll out this new support experience—and even prouder to give you the support you needand deserve.
Visit the Cohesity Support portal to explore all of our resources and programs. From there you can:• Create and manage existing cases.
• Access and download Cohesity software updates.
NOTE: If the cluster is connected to Helios, you can do this directly in Helios.
• Access product documentation, knowledge base articles, and how-to videos.
• Submit IDEAS and feedback, and vote on new product ideas

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Create a new Support Case
You can create a new case by using:
Turing AI: Turing AI is our gen-AI powered virtual assistant. This will help you in self-service and create a casefaster. To create a case using Turing-AI:
1. Click on the Turing-AI tile on the homepage or click the Cohesity icon in the bottom-left corner of thescreen.

2. Click the Create a case bubble or type in “Create a case” or “Open a case”
3. Choose appropriate categories for the case.
4. Provide relevant details:

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5. Once done, click Submit.
6. Choose if you want to Attach a file to the case.

7. This will create the required case.

Ability to update the priority of the caseWe have introduced a new change that allows customers to edit the priority of the case after a case iscreated. This will help customers to increase the priority of the case when they want immediate attention
on the case.

Cohesity Cases Involving Hardware
Any potential Cohesity hardware-related issues require a case for hardware troubleshooting and product(or part) replacement to be opened. All returns must be authorized and assigned a Return Materials
Authorization (RMA) number in advance by Cohesity Support staff.
Replacement products and components are shipped to end users, systems integrators, and resellers
based on instructions from Cohesity Support. Our products and components that are (A) covered under
the terms and conditions of Cohesity’s Express Limited Warranty, or (B) covered under a purchased
support package, must be pre-authorized for return by Cohesity with an RMA number marked on theoutside of the package and packaged appropriately for safe shipment.
If our Support staff determine that a replacement part (or product) is needed, a replacement will beshipped. You (or your designated service provider) will receive a dispatch number that also acts as your
RMA number. We pay all freight charges for returned Covered Products or components via a Cohesitydesignated carrier. If your support level allows you to keep defective hardware parts, there is no need toreturn them to us. However, all other defective hardware parts must be returned via our RMA process.
The case SLA resets to the contractual SLA when a case is transferred from Cohesity to the certified
hardware partner and from a certified hardware partner to Cohesity.

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Updating Cohesity Case Priority
To update the priority of the case:
1. Click on the case number from the list.
2. Click on the Pencil icon

3. Select the appropriate category and click Update Priority.

Cohesity Case Escalation
You can raise the priority of your case based on business impact at any time. To begin an escalation,
open the case that needs to be escalated, click Attention Needed, and provide the reason and details
for the escalation. If you have Platinum service (check your asset inventory), you can contact your
Cohesity TAM (Technical Account Manager) resource to escalate the case.

If your request is not addressed within our time objectives (refer to page 6), our system automaticallynotifies our second-line management. All escalation requests notify both the engineer working on yourissue as well as our management team.

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Proactive, Automated Techniques to Speed Case Resolution
We use two solutions with innovative techniques to speed your case resolution: the Cohesity Support
Channel and Cohesity Helios Support Automation.
Cohesity Support Channel
This is a secure, simple, and effective way for our Support Engineers to provide you with on-demandassistance. When the Support Channel is enabled, one of our qualified Support Engineers can log in to
your Cohesity cluster to troubleshoot and solve your issue remotely.
Our Support Channel server is located in the public cloud and has a secure login mechanism. The serveris configured with a public key and accepts connections only from the Cohesity cluster and authorized
Cohesity personnel. The cluster chooses one node as the master node and that node initiates a 2048bit RSA-encrypted tunnel on TCP port 22 with the server. (Contact Support if you prefer to use anotherport.) This ensures that all communication is encrypted between the Support team and the cluster.
The server configuration is restricted to a limited set of Support Engineers and a strict user registration
policy is enforced and audited on a regular basis.
You can turn access off, turn access on, or provide temporary access for a set period of time to provide
our Customer Support personnel access when needed for support purposes. Support Channel access isoff by default.
Typically, the Support Channel is used by our Support team to download support logs, examine current
system settings, and view job progress for problem diagnostics. All Support Channel usage is tracked
and logged.
The diagram below illustrates how our Support Channel works.
Cohesity Managed

Customer Data Center

SSH using
TCP Port 22

Dynamic
Port

Support Channel
OFF by Default

Support Channel Server
Remote Troubleshooting byRegistered Cohesity Staff

Cohesity Helios

The shared token works like public-private key setup –having access to the token by itself is not enough to log in.

OFF

Admin
TemporaryON

Shares Generated Token(Public Key)No service backdoor

Token required for access

New token generated every time

For instructions on enabling and disabling the Support Channel, see Manage the Support Channel in the
online Help.

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Cohesity Helios Support Automation
Cohesity Helios Support Automation is enabled by default to detect issues and help you ensure you
meet your business SLAs. To do this, Helios collects metadata from managed clusters for the purpose ofmonitoring, reporting, and providing interactive management.
Helios collects the following metadata from the cluster:• Alerts• Cluster configuration and status• Firmware information• Time capsule for troubleshooting (that is, debug logs, Linux command outputs, and custom settings on
the cluster)• Audit logs
• Statistics• Rest API outputs• Objects discovered from various sources• Protection Group and Protection Run details• Dashboard, users, and groups activity• Cohesity Helios Support Automation works
Cohesity Helios Support Automation works on an opt-out model. It enables a proactive wellness
mechanism that auto-generates cases based on predictive alerts, cluster alerts, and bundle logs. For
more information, see the Helios Auto-generated Cases for Proactive Wellness knowledge base article.
Verify that port 443 is open for the following targets:• helios-data.cohesity.com• helios.cohesity.com
Helios collects metadata:• Daily. Includes logs for troubleshooting• In real time (every 15 minutes). Includes alerts, cluster configuration, and statistics for the last 15
minutes (but does not include logs)
We retain the raw metadata for only 15 days, but we hold onto the processed metadata required for someuse cases, such as capacity prediction and proactive wellness.
Helios does not collect customer data residing on the Cohesity cluster; only the related metadata iscollected and analyzed.

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Metadata Encryption
Helios encrypts metadata in flight and at rest by default and takes a multilayered approach. Specifically,in flight, the metadata is encrypted using HTTPS over the TLS 1.2 protocol, and at rest, the public cloudinfrastructure encrypts the metadata using the AES-256 standard.
Helios leverages the services provided by the cloud platform vendors to manage and encrypt the
metadata and keys that are stored at rest in cloud storage services. This ensures that all the metadatathat we store are encrypted, secured, and protected from unauthorized access.
When Cohesity Closes Your Case
Once your case—regardless of priority—has been resolved, we mark it closed. When your case is closed,
you will automatically receive a satisfaction survey. Please take a few minutes to complete it as it helps
us identify areas for improvement and when appropriate, celebrate achievement.
Accessing Cohesity Software
You can use your Cohesity Support portal account login credentials to access the latest Cohesity
software. If you are upgrading your Cohesity cluster’s software version and it’s connected to Helios, you
can do it directly from the Helios portal.
If you don’t have Support portal credentials, contact your Helios Administrator (see Cohesity Support
Portal above).

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Our Software Release Lifecycle
We regularly release Cohesity software updates, supporting a variety of capabilities—from new features tofixes.
Cohesity Software Release Types and their Lifecycles:Type

Description

Lifecycle

FeatureReleasesFeature releases deliver new features. The
numbering format for them follows thispattern 6.8, 7.0, etc.

Feature releases are supported fora minimum of 6 months from firstavailability of it. A feature release isavailable via the controlled rollout process(see section below) and it progresses
through various stages before it may earn
LTS designation.

MaintenanceReleases

Maintenance releases deliver fixes andminor enhancements in a release. They
are indicated by the 3rd digit of the release
number such as 6.8.1.

The lifecycle of maintenance releases isaligned to that of a feature release and/or
LTS release.

We may deliver intermediate update
releases which contain fixes and minimalenhancements and are represented by“_u<YYYYMMDD>” after the 3 digits, such as
6.8.1_u2 0240415.

Urgent fixes might be addressed witha patch (see below) (which is always
included in all subsequent patch or
maintenance releases).

Patch
Releases

Patches are urgent fixes delivered for
Patches are rolled up cumulatively into
maintenance releases. They are indicatedthe next maintenance release.
by ‘p<YYYYMMDD>’ for product fixes and‘p<YYYYMMDD>s1’ for product fixes plus CVEs
(Common Vulnerabilities and Exposures)fixes. They are provided as needed (about 2
to 6 weeks).

LTS (LongTerm
Support)LTS is a designation made to a feature
release when specific stringent quality
and stability requirements are met. Fromthe moment a feature release earns a
LTS designation, it is referred to as an LTS
release. Our goal is to have two LTS releases
available to customers at any given time.

LTS releases are supported for a minimumof 12 months from the date of LTS
designation and minimum of 6 monthsof overlapping coverage between two
LTS releases and are available to all
customers. Customers using LTS releases
are encouraged to upgrade to the latest
maintenance release as each becomes
available.

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The diagram below illustrates the software string key.
ReleaseSoftwareVersioning
SchemeNaming Scheme

ExampleMajor

SemVerX.Y _release-YYYYMMDD_SHA

7.0_release20230925_2fecc890

Minor

SemVerX.Y.Z_release-YYYYMMDD_SHA

7.1.1_release 20231128_
900a8df7

UnifiedRelease “U”

Product Patch “P”

Security Patch “S”

CalVer

CalVer

CalVer

X.Y_release-uYYYYMMDD-SHA
X.Y.Z_release-uYYYYMMOD-SHA

X.Y-pYYYYMMDD ##-SHA
X.Y.Z-pYYYYMMDD-##-SHA

X.Y-pYYYMMDDs1-##-SHA
X.Y.Z-pYYYYMMDDs1-##-SHA«service name»-X.Y_pYYYYMMDDpatch-##-SHA

HotfixCalVeror«service name>-X.Y.Z_pYYYYMMDDpatch-##-SHA

6.8_release-u20231219b55c185c6.8.1_releaseu20231219-b55c185c
7.1-p2024020400-f210474
7.1.1-020240204-00210474e
7.1-p20240204s1-00f210474e
7.1.1-p20240204s1-00f210474e
atom-7.1_p20240204patch-00-f210474e
atom-7.1.1_p20240204patch-00-f210474e

Release Controlled Rollout Process
Every feature release is controlled for a period of time and requires Cohesity approval for access.
Controlled rollout process provides staged quality gates to ensure the release is stable and suitable forall production environments. Feature releases follow the standard support processes and customers
can request access through the account team or Cohesity Support. These releases are only visible toapproved customers on downloads.cohesity.com
Feature Release Stages
A feature release progresses through four stages:
1. Beta: intended for non-production environments for feature verification and testing;
2. Initial Production Release (IPR): intended for non-mission critical workloads;
3. Production Release (PR): intended for non-mission critical workloads and PoCs;
4. Production Release Mission Critical (PRMC): intended for all workloads including mission critical
workload.

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The diagram below illustrates a fictional example of a feature release progressing through the stages
and earning LTS designation:
Feature Release: Available
via controlled rollout

LTS Release: Available to
ALL customers

Feature ReleaseDate
patch26.7.0_beta

6.7.0 patch1

6.7.0aEOS
Date

LTS DesignationDate
6.7.0b

6.7.0c

6.7.0d

6.7.0e6.7.0fInitial Feature Release

Beta

Initial Production Production
Release
Release

Production Release Mission Critical

Maintenance Release
Patch Release

End of Support and End of Life Policy
For End of Support (EoS) and End of Life (EoL) dates for each Cohesity software release and hardware,
see the Cohesity Products End of Support and End of Life Information guide.
Read Our Product Documentation
We provide a robust, on-demand and detailed knowledge base, accessible right from the Support portal, andproduct documentation to support your deployment of Cohesity products and many capabilities.
Submit Your Ideas And Feedback
Our development teams always appreciate your feedback. Please submit your ideas for new or enhanced
Cohesity capabilities through our Support portal.

Cohesity Academy
Cohesity Academy delivers training, education, and certification in ways that make the most sense
for you and your business. We offer self-paced interactive courses, virtual instructor-led training, andinstructor-led, dedicated team training. The certifications enable technical professionals to demonstrate
their current data management skills as well as mastery of increasingly difficult concepts and tasks
that arise in real-world environments. Explore our customer catalog for a complete list of eCourses andInstructor-Led lab-based courses at www.cohesity.com/academy.
Self-service enrollment: If your company has purchased seats for instructor-led lab-based courses,
hundreds of sessions are available to fit your schedule. To enroll, log in to the Academy via MyCohesity, selecta day and time, register, and “request enrollment.” The system will check for available credits and send a
confirmation upon approval.
Start with our free eCourses to learn foundational concepts of Cohesity solutions.
Dedicated private training: If your company purchased a dedicated private training, the Academy canarrange a day and time that best suits your needs. We offer private training for up to 12 employees fromyour company, coordinated to fit your schedule. Fill out the Cohesity Academy Training Booking Formto request coordination for a preferred day and time. For optimal results, schedule the delivery of thecourse(s) just before the installation of the solution to ensure your team is ready.

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Additional Information:
Purchased training will expire in one year.
Hands-on lab access is available for 6 months, starting from the first day of the course.
If you have any questions feel free to contact academy@cohesity.com. Login to MyCohesity to begin
your learning journey today!

Cohesity Product Documentation
Cohesity Product Documentation provides you access to the latest product documentation to
support your deployment of Cohesity products including technical guides and third-party software
support matrix for Cohesity Data Protection. You can also access Cohesity Developer Portal for APIs
documentation, learn how to build an App, and browse several samples.

Cohesity Circle: Our Customer Community
We’re excited to invite you to Cohesity Circle, our exclusive online customer community and loyalty
program. By joining today, you can:• Learn from your peers: Share experiences and gain insights.
• Get rewarded: Earn points for your contributions, which are redeemable for rewards.
• Advance your knowledge: Dive into a wealth of high-quality content and training to boost yourprofessional growth and brand.
We can’t wait for you to join us in the Cohesity Circle!

Cohesity Partner Portal
Cohesity is 100% focused with a commitment to building relationships that offer value both to ourpartners and their customers. We continue to strengthen our ecosystem with a robust set of solution
providers, global system integrators (GSI), service providers, and distributors.

Additional Support Services and Resources
The Cohesity Technical Account Manager (TAM) Support Service – Our TAM service helps you get
the highest possible value from your Cohesity investment. Cohesity TAMs combine deep industry andproduct knowledge with best-practice insights from global deployments to ensure the immediate andlong-term success of our platform in your environment. When you become a TAM customer, you gain
access to a named individual who advocates for your needs, coordinates Cohesity resources for yourbenefit, and helps to quickly resolve your support issues. TAMs work with you and your team to set goals,
share feedback, and drive action. They track requested product enhancements and promote roadmap
input internally. The TAM service complements your Support plan. Learn more.
Cohesity Platinum Service – Our Platinum Service provides you with priority handling of support
cases and account advocacy through direct access to assigned technical experts. Platinum Service
customers have the benefit of additional focused attention and single point-of-contact issue resolution
from both a Cohesity Designated Support Engineer (DSE) and a Cohesity Technical Account Manager

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Global Support and Services Handbook(TAM). As named individuals, your DSE works on your cases as they arise while your TAM continually
advocates for your needs, coordinates Cohesity resources for your strategic planning benefit, and helps
your organization quickly resolve open support issues. Platinum Service is an extension of Cohesity’s
Premium Support plan. Learn more.
Cohesity Resident Engineer Service – Our Resident Engineers are uniquely qualified to assist andadvise your team, providing data protection services and helping you administer Cohesity Helios. Each
Resident is a Cohesity expert and has received comprehensive product training and certifications to
help you integrate your workloads for seamless transition and data protection continuity. Learn more.
Cohesity Customer Success Program – Our Customer Success Managers (CSMs) are committed toproviding a seamless onboarding experience and process, ensuring you are starting on the right foot.
CSMs focus on tooling, reporting, and systems to assist all customers with their success. For specificcustomers, a CSM may be assigned to guide you on your full Cohesity journey. Learn more.
Cohesity Installation Service – The goal of this service is to provide rapid installation and configuration
expertise for organizations adopting our Cohesity Helios® multicloud data platform, on premises orfrom the cloud. Our Advanced Services team accelerates your time to value and helps protect yourinvestment. Learn more.
Cohesity Quick Start Service – This service provides VMware, SQL, and Oracle configuration to integrate
your workloads and provide data protection services. Learn more.

We’re Here For You and Your Organization
Our motto is customers first. Communicate. Confer. Collaborate. We’re here and ready to assist. Your
success matters, so send us feedback, and if you don’t find what you’re looking for here, contact
Customer Success at Cohesity! We look forward to working with you.

© 2024 Cohesity, Inc. All rights reserved.
Cohesity, the Cohesity logo, SnapTree, SpanFS, DataPlatform, DataProtect, Helios, and other Cohesity marks are trademarks or registered trademarks of Cohesity, Inc. in the US and/or internationally. Other
company and product names may be trademarks of the respective companies with which they are associated. This material (a) is intended to provide you information about Cohesity and our business andproducts; (b) was believed to be true and accurate at the time it was written, but is subject to change without notice; and is provided on an “AS IS” basis. Cohesity disclaims all express or implied conditions,representations, warranties of any kind.

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