Agent Vi products’ end-of-life policy is explained below, allowing customers to better plan and manage the transition process from their existing Agent Vi installation to newer product versions as they become available. This policy explains the type of support services available at Agent Vi for licensed software at various points during the applicable product’s life cycle. The rendering of support services by Agent Vi may be subject to additional terms and conditions.
This End-of-life (EOL) policy is effective as of January 1, 2010.
The EOL process guides the final operations associated with the product life cycle, and consists of a series of technical and business milestones and activities that, once completed, make a product obsolete. By the end of the process, the product will typically have been replaced by a newer version or other product with similar functionality. Once obsolete, the product is no longer sold, manufactured, improved, repaired, supported or maintained.
This policy is intended as a “guideline” as Agent Vi reserves the right to treat each product line independently, or agree to new or different terms with individual parties. Agent Vi also reserves the right to change this policy at any time without notice. The general policy guidelines are as follows:
- A product enters the EOL state by either being discontinued or by a newer software version being released.
- The general software life cycle is as follows:
a. Major Release (example Version 3.x –> Version 4.x) – After the release date of a major release, the previous Major Release will start its EOL transition process.
b. Minor Release (example Version 4.1 –> Version 4.2) – After 2 minor releases or 18 months (whichever comes first), a minor release will begin its EOL transition process.
- End-of-sale Notice Period: As a general rule, Agent Vi will provide three (3) months’ notice of the affected product’s end-of-sale (EOS) date and/or the last day when the affected product can be ordered. This notice will appear on Agent Vi’s website (below), and you are encouraged to visit this page regularly to review the information regarding the EOL program. The EOS date represents the final date after which the product can no longer be ordered through Agent Vi’s point-of-sale mechanisms.
- End-of-life Transition Period: Three (3) months after notice of the affected product’s EOS date, the affected product starts an EOL Transition Period of six (6) months. During this transition period, entitled customers will receive maintenance and support for the affected product.
- Limited Support Period: At the end of the EOL Transition Period, the Limited Support Period (LSP) will begin. During the LSP, which lasts 6 months, Agent Vi will still assist entitled customers regarding EOL products, but will not create software fixes to solve problems associated with the product version; it may be necessary for a customer to upgrade to a non-EOL software version to correct a reported problem and/or for the purpose of migration to a supported Agent Vi product.
- Software Upgrade Plan: Customers can upgrade to more current software versions, which have not entered EOL period, through Agent Vi’s Software Upgrade Plan (SUP). Click here for further details about the SUP.
- Support Entitlement: Agent Vi provides support to various customers based on individual support agreements and a general support policy. To review Agent Vi’s support policy, please click here.