Preface

This document provides a comprehensive explanation of the SymphonyAI Enterprise IT End of Life (EoL) Policy, including the rules and guidelines governing all SymphonyAI releases and modules. It is designed to assist SymphonyAI Enterprise IT customers, Support, Implementation, Sales, Pre-Sales, Partners, and internal teams in understanding the EoL framework.

Note: This is the revised EoL policy document, and the older version will no longer be applicable from 7th Jan 2026.

Policy and Procedure

SymphonyAI, at its discretion (accompanied with relevant communication to internal & external stakeholders) may find it necessary to discontinue releases or modules for several reasons, including technology innovations leading to product enhancements and increased functionality, changes in market demand for the product, or obsolescence of components used to build the product.

SymphonyAI Approach

Simplicity First - An approach grounded in Simplicity, designing solutions that truly match our needs—not just competitor benchmarks.
Agility Built-in - Operations follow Agility, using weekly or monthly patch releases and eliminating Service Packs (SPs) and Hot Fixes (HFs). The release schedule consists of major releases every six months and minor releases monthly.
Inclusiveness - The model promotes Inclusiveness, ensuring Engineering, Product, and Customer Success move in lockstep as one organization.

The following infographic depicts the summary of SymphonyAI approach for EoL Policy.

Maintenance

Maintenance for a release or module is announced based on decisions made by the relevant stakeholders. At this stage, no new features will be delivered. Documentation updates will continue, and bug fixes will be addressed on best effort basis. Customer support remains available, and security patches will continue to be provided during this phase.

End of Support

At this stage, the release enters a non-active engineering state. No new features, enhancements, or bug fixes will be delivered. Customer support will remain available but only in a partial capacity, limited to basic assistance, troubleshooting guidance, and non-engineering queries such as Product documentation or user guide references or How to use existing features or configurations.

End of Life

At this stage, all activities for the release or module are fully discontinued. No new features, enhancements, or bug fixes will be delivered. Customer support is no longer available, and the product will not receive any security patches or documentation updates. The release is considered inactive and unsupported in all capacity.

Maintenance policy at Release Level

The following infographic depicts the summary of Release level EoL Policy.

At Release level, it is categorized under two tracks:

Normal - applies to planned, predictable release transitions.
Emergency - is used when a release must be retired faster due to critical risks, constraints, or urgent business decisions.

Normal Track

Maintenance discontinuation for a release is announced based on stakeholder approval.
The total lifecycle after this announcement is 12 months:

6 months of End of Support (EoS)
Followed by 6 months of End of Life (EoL)

Example:
If maintenance for Denali SP3 is announced in March 2025,

EoS runs until September 2025
EoL runs until March 2026

Emergency Track

Maintenance discontinuation for a release is also announced based on stakeholder approval.
The total lifecycle after this announcement is 6 months, covering both EoS and EoL within this window.

Example:
If maintenance for Apex 1.0 is announced in March 2025,

Both EoS and EoL conclude in September 2025

Maintenance policy at Module/Feature Level

The following infographic depicts the summary of Module/Feature level EoL Policy.

At Module/Feature level, it is categorized under two tracks:

Normal - applies to planned, predictable Module/Feature level transitions.
Emergency - is used when a Module/Feature must be retired faster due to critical risks, constraints, or urgent business decisions.

Normal Track

Maintenance discontinuation for a Module/Feature is announced based on stakeholder approval.
The total lifecycle after this announcement is 6 months, covering both EoS and EoL within this window.

Example:
If maintenance for Patch Management Module is announced in March 2025,

Both EoS and EoL conclude in September 2025

Emergency Track

Maintenance discontinuation for a Module/Feature is also announced based on stakeholder approval.
The total lifecycle after this announcement is 3 months, covering both EoS and EoL within this window.

Example:
If maintenance for Release Management Module is announced in March 2025,

Both EoS and EoL conclude in June 2025

The following table describes the Key milestones (Maintenance EoS, EoL) at release and module/feature level.

Milestones	Definition	Release Level	Module Level/Feature Level
Maintenance	Beyond this date, SymphonyAI no longer commits to providing any engineering support (such as Service packs, Hot Fixes etc). Critical must-fix security patches are provided for an approximate period of 3 months, after this date.	N number of years after the release date, where N will be decided by the stakeholders.	N number of years after the release date of a Module/Feature, where N will be decided by the stakeholders. Call out which Module/Feature is not supported going forward.
End of Support (EoS)	The EoS milestone signals the point at which support is no longer available for a particular software release family. At this time, software kits, fixes will be removed from the corresponding download site(s) and will no longer be actively supported.	Normal Track Approximately six (6) months after the Maintenance was announced.  Emergency Track Approximately six (6) months after the Maintenance was announced.	Normal Track Approximately six (6) months after the Maintenance was announced.  Call out which Module/Feature is not supported going forward. Emergency Track Approximately six (3) months after the Maintenance was announced.
End of Life (EoL)	The date the document announcing End of Life (EoL) through End of Support (EoS) of a product is distributed to the public.	Normal Track Approximately six (6) months after the EoS was announced.  Emergency Track Approximately six (6) months after the Maintenance was announced.	Normal Track Approximately six (6) months after the EoS was announced.  Call out which Module/Feature is not supported going forward. Emergency Track Approximately six (3) months after the Maintenance was announced.

Table: Key Milestones Matrix

For More Information

About the SymphonyAI Software, visit https://www.symphonyai.com/ or contact your local SymphonyAI sales or account representative.

Revised End-of-Life (EOL) Policy