End of Life Policy

Scope

upKeeper Solutions products reach the end of their product life cycle for a number of reasons, including product obsolescence, security issues, new software releases, market demands, and technology innovation. Below, we have outlined our typical End of Life (EOL) milestones for paid, on-premises software products so that our customers can best manage the EOL transition and migrate to updated products and technology. This End of Life Policy does not apply to free tools, evaluation, third-party products or products including scripts that not been general available (GA).

End of Life Milestones

General Availability

upKeeper Solutions will make the Software generally available to its customers. The date that the Software becomes generally available to the public is the General Availability date.

After the General Availability of the Software, upKeeper Solutions will provide software support in accordance with the upKeeper Solutions Software Support and Maintenance Terms and Conditions. As such, it will support the current Release of the Software and the previous Release of the Software. upKeeper Solutions reserves the right to make bug fixes, patches, 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 to obtain support from upKeeper Solutions.

End of Life (EOL) Announcement

upKeeper Solutions will communicate the discontinuation of the upKeeper Solutions Software in an EOL Announcement to customers eligible to receive support and will also publicly post the EOL Announcement for customers, including those not eligible to receive support. The EOL Announcement should precede the End of Engineering (EOE) Date by up to 30 days.

End of Engineering (EOE) Date

EOE Date means the date upKeeper Solutions will cease engineering related to the Software and will cease providing engineering support related to the applicable Release. Prior to the EOE Date, upKeeper Solutions will actively support the Release with service releases, bug fixes, workarounds, or patches for critical bugs reported through upKeeper Support. When a Release reaches the EOE Date, it will, however, no longer be actively supported by engineering. Technical Support will be available until the EOL Date, which should be one year after the EOE Date, provided the end user is entitled to receive support. Technical Support means technical assistance provided to upKeeper Solutions customers eligible to Support. This includes general guidance about upKeeper Solutions Software and any workarounds, bug fixes, etc. that have been designed prior to the EOE Date. Technical Support will not include nor will it create any new bug fixes or feature additions or requests for Software that is past the EOE Date.

End of Life (EOL) Date

EOL Date means the date when all support shall cease for a discontinued Release of the Software. Generally, it will be one full year between the EOE Date to the EOL Date.

upKeeper Manager End of Life table