Once a version has reached End of Life (EOL), there is no longer an escalation path for feature improvements, bug fixes, or security patches. The first course of action for an issue is likely to update to the latest product version.
We do not provide Follow-the-Sun or Priority 1 support for versions that are EOL. If you open a Priority 1 ticket on an EOL version, we will change it to Priority 2.
The Support team will reply based on the SLA for your entitlement and ticket priority and make a best effort to assist you. We will use available assets to troubleshoot unsupported versions and configurations but will not create new content. We are unable to recreate your EOL environment.
Other Puppet teams will not engage on EOL versions of products, so there is no escalation to engineering.
We encourage you to reach out to the community for assistance.