Published Date: 1st December 2021

Preface

This document explains the SummitAI Products EOL Policy, Rules and Guidelines that will be followed for all the SummitAI Releases. This document is useful for SummitAI Customers, SummitAI Support, Implementation, Sales, Pre-Sales, Partners, and various SummitAI internal teams to understand SummitAI EOL Policy.

Policy and Procedure

From time to time, SummitAI may find it necessary to discontinue products and services 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.

EOL Notifications (EOLN's)

When a product model reaches its End of Life (EOL), SummitAI policy is to communicate important milestones to help customers understand the impact of product end of life and understand the applicable timelines and manage product transition.

EOLN’s are posted on SummitAI Documentation & Community website. The EOLN will include the critical milestone dates that will occur in the typical product end of life process. The EOLN may also contain other key information pertaining to SummitAI software products, such as recommended replacement product(s). Rules and milestone dates specified in the EOLN for a particular product may vary from the guidelines stated below.

Nothing in this EOL policy shall contravene any specific contractual commitment SummitAI has made regarding end-of-life for products or customers. As always, a customer’s right to support services of any kind is contingent upon that customer’s having a valid, unexpired support service contract purchased from SummitAI or from a SummitAI authorized Partners.

End-of-Engineering (EOE)

Impact of Software EOE. EOE occurs approximately 36 months after the Last Supported Software version’s GA date (Each Software version GA date is published on the Product Release Notes page) and is the date after which SummitAI is no longer committed to furnishing software engineering level support for the affected version(s). This means that no further Releases (for example service pack releases or maintenance releases or patches) will be created for the support of the affected product version(s). Support will generally be limited to investigation and troubleshooting to provide solutions, configuration guidelines and workarounds. Critical must-fix security patches are provided, for an approximate period of 3 months, after this date.
Support Discontinuation: The available services offerings for the product will be capped at Next-day support. Same-day support will be discontinued. This happens approximately 3 months after the EOE notification.
Software EOE Guidelines: Additional guidelines regarding “Release EOE” for Releases under a particular version of software products are described in the section entitled “Software Releases under a Particular Version” under “Other EOL Rules and Guidelines” below.
Limited support from EOE date until EOS (End Of Support): From the EOE date till the EOS date, limited support within the available features and functionalities of the announced product version will still remain in place to assist the business continuity for customers and partners.

Other EOL Rules and Guidelines

To better understand which Releases are impacted under a major release, the following section will help you.

Software Releases under a Particular Version
Support after EOS
Transition Rules and Modifications of EOL

Software Releases under a Particular Version

A Version can comprise of multiple Releases and the naming convention is as follows – x.y.z where ‘x’ is the Version number, ‘y’ is the Release number within that Version and ‘z’ is the service pack within that Release.. For example, SummitAI 5.7.1 through SummitAI 5.7.4 are all Releases under the same Version 5.7, whereas SummitAI 5.7.1 and SummitAI 5.8.1 are Releases under different Versions. Releases within a Version generally have common features and functionality. End-of-Life milestones for releases under one Version do not affect support commitments relating to releases for other major versions.

Starting from the SummitAI Alps release, SummitAI launched its version tagging to a Mountain Range name and retaining the numbering system for version references only.

Typical Timing of Release EOE: EOE for releases under a particular version generally 36 months after the first general availability of the initial Release under that Version.
Effect of Release EOE: After the EOE date for a particular release is elapsed, SummitAI will not be under obligation to perform any further software fixes or code changes. No further releases will be developed or distributed for that Version.
Typical Timing of Release EOS: Release EOS for releases under a particular Version generally 3 months after the EOE date for that Version.
Effect of Release EOS: After the EOS date for a particular Release is elapsed, SummitAI will not be under obligation to perform support services of any kind for any releases under the applicable major version. SummitAI will not be under any obligation to keep any such Releases available for download after the EOS release date is elapsed.

The Release date for SummitAI Software version(s) is available starting from Alps (5.8) onwards on the SummitAI documentation website.

Support after EOS

SummitAI reserves the right to charge an additional fee for the continued support of products after the EOS date and is under no obligation to provide support after EOL.

Transition Rules and Modifications of EOL

This revision of the End-of-Life Policy and Procedures takes effect on posting at SummitAI documentation & Community website, subject to the following exceptions and limitations:

This revision shall not affect End Of-Life commitments under valid, unexpired written agreements between SummitAI and a customer, to the extent those commitments are inconsistent with the End-of-Life Policy.
This revision shall not affect SummitAI End-of-Life commitments with respect to the product for which SummitAI has already issued an EOLN prior to the posting of this revision.
Finally, this End-of-Life Policy and Procedure revision shall not affect SummitAI obligations under the current term of any support services contract that has been ordered and accepted prior to the posting of this revision.

As provided in SummitAI Support Agreement, SummitAI may at any time further modify this End-of-Life Policy and Procedure by posting a new revision on the SummitAI documentation and Community website; provided, however, that no such modification shall affect SummitAI obligations under the then-current term of any SummitAI Support Services Contracts ordered and accepted prior to the effective date of such modification.

Key Milestones

Milestones

Definition

Date

End of Life Notifications (EOLN)

The date the document announcing End of Life (EOL) through End of Support (EOS) of a product is distributed to the public.

Six (6) months prior to the three (3) years completion of the last major release in the given release family.

End of Engineering (EOE)

Beyond this date, SummitAI 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.

Three (3) years after the release date.

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.

Approximately three (3) months after the EOE was announced. 

Table: Key Milestones Matrix

For More Information

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