Support Lifecycle Policy

Configuresoft is committed to providing our customers the best possible products and services. As our products mature over time and are replaced by functionally richer technology, there is a need to retire support for legacy versions. Configuresoft recognizes that end-of-life milestones can often impact companies' IT operations so we have set out a clear policy to help our customers better plan and manage transition to the latest product version.

The Support Lifecycle Policy provides the Configuresoft stated policy for product support. It includes available support options and migration options in the product planning and information technology planning for organizations based on knowledge of the support timelines for Configuresoft products.

 General Policy Guidelines

This policy is intended as a "guideline" as Configuresoft, Inc. reserves the right to treat each product line independently, or agree to new or different terms with individual parties. Configuresoft Inc. also reserves the right to change this policy at any time without notice.

Customers will be notified, in general, a minimum of six (6) months in advance when a product is removed from general availability. It is the responsibility of the customers to verify Configuresoft Technical Support has the correct details of the appropriate organizational contact point for this announcement.

The general policy guidelines are as follows:

• Configuresoft will provide "Standard" support for the current version and two previous major versions, or for two(2) years from the initial availability of the product version, whichever is longer, for customers under active support and maintenance. A version can be identified as one position to the right or left of the decimal (e.g. 4.x), indicating a progression of code. "Standard" support includes:
  • Upgrades, patches and hotfix downloads for licensed Configuresoft products.
  • Phone and incident assistance.
  • Upgrade and Professional Services packages (available at a cost) to assist in planning and implementing required upgrades.
• Legacy versions (older than current version and two previous major versions, or two(2) years, whichever is longer) will fall under "Extended" support. Incident assistance for "Extended" Support will be limited to the confirming of known defects, currently available patches and workarounds.
• "Retired" product versions are not supported through Configuresoft Technical Support. Customers requiring assistance on these product versions can do so through a paid Configuresoft Professional Services engagement.

 Standard Support, Extended Support, and Retired Products Definitions

Type of service	Standard Support	Extended Support	Retired
Telephone Support (Product usage)			PPS4
'No Charge' incident assistance		3	PPS
'No Charge' Upgrades			PPS
SUM Bulletins/notification1			PPS
Defect assessment and access to latest patches/hotfixes2			PPS

Notes

1. SUM bulletins will not offer support for legacy SUM versions that are not in the then current list for Standard Support.
2. Patches and hotfixes will only be made available for product versions on the then current list for Standard Support.
   • Patches are fixes made available to address a specific customer’s critical situation.
   • Hotfixes are one or more patch updates made available to all customers.
3. Incident assistance for Extended Support will be limited to the confirming of known defects and workarounds. If an existing patch is available then this may be provided. No new patches/hotfixes will be created for new issues seen in versions under the Extended Support Plan.
4. PPS defined as Paid Professional Services engagement.