End-of-Life Policy
Overview
Cyware (“Cyware”) reserves the right to discontinue the availability of certain Cyware software products or specific Cyware software versions due to product obsolescence or new software releases that seek to provide Cyware Clients and End Users (collectively, “Cyware Users”) with enhanced functionality. This End-of-Life (EOL) Policy establishes the parameters and timeframes for support & life period for Cyware Products since their release date for general availability. The terms of any written Agreement between Cyware and Cyware Users may override certain provisions of this policy.
General Availability
Cyware will make a product generally available to Cyware Users. The date that the Software becomes generally available to all Cyware Users is the “General Availability Date”.
After the General Availability Date, Cyware will provide Software Support in accordance with Cyware’s most current Client Support Policy. As such, it will support the current release of the Software and the previous release of the Software. Cyware reserves the right to make bug fixes, patches, license resets, and service releases only for the most current version of any Software Release. Cyware Users may be required to upgrade to the latest version of the Software before applying a bug fix, patch, service release, or requesting a license reset.
Policy Definitions
End-of-Engineering (EOE)
Cyware will cease engineering support for any Software version 12 months after the General Availability Date (the “EOE Date”. Prior to the EOE Date, Cyware will support a software release with service releases, bug fixes, workarounds, or patches for critical bugs reported through Technical Support. Cyware Technical Support will be available until the EOL date. Cyware’s Technical Support team may provide access to previously released hotfixes, service releases, etc. Cyware’s Technical Support offerings will not include, nor will it create, any new bug fixes or feature additions or requests for any product that is past the EOE Date.
Technical Support
Technical Support is provided by Cyware’s Technical Support Team. Cyware will typically provide Technical Support for any software product made generally available to Cyware Users which has not reached its EOL Date.
The Technical Support Team will provide support through a technical support portal and will communicate any and all enhancements, additions, corrections, or modifications that were created prior to the EOE date. Technical Support will be provided for 6 months after the EOE Date. When the Software has reached its EOL Date, Cyware’s Technical Support team will no longer provide support of any kind related to that Software.
EOL Date
The EOL date is the date when all maintenance and engineering (for a Software product or Software version) ceases.
Version Definitions:
A Major release is signified by a change to the number on the left of the version's decimal point, e.g. 7.1 to 8.0.
A Minor release is signified by a change to the first number on the right of the version’s decimal point, e.g. 7.1 to 7.2.
A Service release is signified by a change to the number on the right of the version’s 2 decimal point, e.g. 7.0.1 to 7.0.2.
Supported Versions
Engineering support (before EOE) applies only to the current Major or Minor versions and the previous release of each product. Cyware reserves the right to make bug fixes, patches, and service releases available only for the current version of any product. You may need to upgrade to a newer version before applying a patch, fix, or service release, or requesting a license reset.