Software Lifecycle Support Policy
Purpose
This policy outlines the software lifecycle support approach of R-SYS to ensure clarity and transparency for our customers regarding product support and maintenance throughout the lifecycle of our software products.
Scope
This policy applies to all proprietary software products developed and distributed by R-SYS. It does not apply to third-party software, open-source components, or custom-developed solutions unless explicitly stated.
Definitions
General Availability (GA): The date a software version is officially released for production use.
End of Sale (EoS): The date after which the software is no longer available for purchase or new licensing.
End of Support (EoS): The date after which technical support, updates, and patches are no longer provided.
End of Life (EoL): The final phase where the software is considered obsolete and removed from active support or distribution.
Lifecycle Phases
Phase Description
- Active Support Full support is provided, including bug fixes, security patches, and feature enhancements.
- Maintenance Mode Only critical bug fixes and security patches are provided. No new features.
- End of Support No updates, patches, or technical support is provided. Customers are encouraged to upgrade.
Support Duration
Unless otherwise specified in product-specific documentation or contracts, R-SYS provides support as follows:
- Major Versions: Active Support for 3 years from GA date
- Maintenance Mode: 2 additional years after Active Support ends
- Total Lifecycle Duration: 5 years from GA
- Product-specific exceptions may apply and will be documented separately.
Customer Responsibilities
- To ensure eligibility for support, customers must:
- Maintain a valid support agreement or license
- Operate on a supported software version
- Apply critical updates and patches when released
Policy Updates
This policy is subject to change at the discretion of R-SYS. Customers will be notified of changes via official communication channels.