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Home > Success Center > Customer Service > End of Life Policy

End of Life Policy

Updated March 31st, 2016 

Overview

SolarWinds Worldwide, LLC (“SolarWinds”) reserves the right to discontinue software products[1] or specific software versions for a variety of reasons, including product obsolescence or new software releases. The End of Life Policy sets forth the terms and conditions and timeframes related to the Software[2] for which changes will occur following an End of Life Announcement. The End of Life timeline is set forth below.

End of Life Timeline

General Availability

SolarWinds will make a product generally available to its end users. The date that the Software becomes generally available to the public is the General Availability date.

After the General Availability of the Software, SolarWinds will provide Software Support[3] in accordance with the SolarWinds Software Support and Maintenance Terms and Conditions. As such, it will support the current Release[4] of the Software and the previous Release of the Software. SolarWinds reserves the right to make bug fixes, patches, license resets, and service releases only for the current version of any Software Release. The end user may need to upgrade to the newest version before applying a bug fix, patch, service release, or requesting a license reset.

End of Life Announcement

SolarWinds will publicly communicate the discontinuance of the SolarWinds Software in an End of Life announcement. An End of Life announcement marks the beginning of the End of Life life cycle for a particular Software Release. The End of Life Announcement will precede the End of Engineering date by up to 90 days.

End of Engineering

End of Engineering means the date SolarWinds will cease engineering related to the Software and will cease providing engineering support related to the applicable Release. SolarWinds reserves the right to cease engineering support for any Release of the Software made Generally Available after two subsequent Releases. Prior to the End of Engineering date, SolarWinds will actively support the Software Release with service releases, bug fixes, workarounds, or patches for critical bugs reported through Software Support. When a Release reaches the End of Engineering date, it will, however, no longer be actively supported by engineering. Technical Support[5] will be available until the End of Life Date, which is one year after the End of Engineering Date, as long as the customer is under active maintenance; Technical Support can provide access to previously released hot fixes, service releases, etc. Technical Support will not include nor will it create any new bug fixes or feature additions or requests for any product that is past the End of Engineering date.

End of Life

End of Life means the date when all Software Support shall cease for a discontinued Release of the Software. Generally, it will be one full year between the End of Engineering date to the End of Life date.


[1] This End of Life Policy does not apply to third party products. If SolarWinds discontinues the provision of a third party product, it will use commercially reasonable efforts to (i) provide its customers with reasonable advance notice of such discontinuance and (ii) replace the discontinued third party product with another product containing substantially similar functionally.

[2] Software means the object code versions of the product, together with updates, releases, modifications, and enhancements, owned and provided by SolarWinds to its end users pursuant to the End User License Agreement.

[3] Software Support means the standard maintenance and support to be provided by SolarWinds or its designated agents as set forth in the SolarWinds Software Support and Maintenance Terms and Conditions.

[4] Release means all generally available releases of the Software that (i) contain new features, functionality, extensions, or fixes for bugs, or (ii) are designated by means of a change in the digit to either the left of the first decimal point (e.g., Software 8.0>>Software 9.0), to the right of the decimal point (e.g., Software 8.0>>Software 8.1), or to the right of the second decimal point (e.g., Software 8.0.1>>Software 8.0.2).

[5] Technical Support means technical assistance provided to SolarWinds customers under active maintenance and support. This includes general guidance about SolarWinds products and any workarounds, bug fixes, etc. that have been designed prior to the End of Engineering.

 

 

 

Last modified
08:50, 30 Mar 2017

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