Product Support Lifecycle

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Definitions of Lifecycle Status

Support Terms

Standard-Term Servicing

Standard-Term Servicing products first receive 3 years of Full Support and then 2 years of Limited Support. Following the Limited Support phase, the product will progress to the Tech Support Only phase.

Long-Term Servicing

AVEVA recognizes that certain industries require installed software applications and versions to remain static and are commissioned to operate unchanged over many years. AVEVA will designate software products and versions that are used in this environment as subject to Long-Term Servicing.

These Long-Term Servicing products and versions first are subject to 5 years of the Full Support phase and then 2 years of the Limited Support phase. Following the Limited Support phase, the product will progress to the Tech Support Only phase.

Full Support

Upon the Date of General Availability, a product version will enter Full Support. During this phase Customer FIRST Support subscribers are entitled to the following services:

Technical Assistance on Issues and Inquiries via Existing Support Programs

Minor and Major version releases
(Long-Term Servicing versions will not have minor or major version releases)

Patches to address non-critical issues

Critical Security Patches

Ability to request Hot Fixes

Testing of Microsoft Security Updates

Limited Support

Once a product version progresses to the Limited Support phase, other than critical security patches (and standard patches for Long-Term Servicing versions), no further corrections or functionalities will be developed. To continue to be eligible for all the software development activities in the Full Support phase, upgrading to the Current Version of the software is required.

During this phase Customer FIRST Support subscribers are entitled to the following services:

Technical Assistance on Issues and Inquiries via Existing Support Programs

Patches to address non-critical issues

(Available for Long-Term Servicing versions only)

Critical Security Patches

Tech Support Only

Once a product version exits the Limited Support phase, it enters the Tech Support Only phase.

During the Tech Support Only phase, the product is eligible for self-help and support is limited to basic issues diagnostics and assistance using the AVEVA Knowledge Base. It will not receive any software development efforts. Once a version is in the Tech Support Only phase, it has likely been replaced by a newer version. Customers are urged to upgrade to the Current Version.

During this phase Customer FIRST Support subscribers are entitled to the following services: