Product Lifecycle Policy
Lifecycle Support Period
General Availability (GA) and End of Sale (EOS)
Limited Support Phase and End of Life (EOL)
Public Customer Notices
End of Life
Frequently Asked Questions
- General Availability (GA) which covers both Standard and Enterprise Support
- Limited Support Phase
- Extended Support
- End of Life Phase
When a product’s major version changes, then this triggers the lifecycle transition. Note that exceptions to a product’s lifecycle transition are determined by an agreement of the management team.
The GA Phase begins when a product first becomes available for purchase, also known as General Availability (GA). General Availability for a new product or new product version occurs when it is released to IT Operations team. During this phase, Runtime Technical Services offers a wide range of services to assist customers with the planning, design, implementation, and management of the product. Defect support is also available during the GA phase. When a defect is discovered that affects our customers, Runtime works diligently to provide a software patch or update to resolve the defect. The GA Phase ends when a second subsequent product is released.
Example: in the case of NetworkComputer we have 2013.03 and 2015.03 versions in the GA Phase. When 2015.03 is released, 2013.03 is transitioned to Limited Support Phase.
When a product version is transitioned to Limited Support Phase, it will not be available for sale to customers.
A product enters Limited Support Phase at the end of its second year. During this phase, Runtime stops fixing product defects, releasing new software updates, and no longer performs product testing during this phase. Runtime Customer Success Services will help customers resolve their problems by recommending solutions and previously released patches and updates that have worked for other customers with similar problems. If a problem cannot be fixed using the recommendations, then customers should consider upgrading to the current version of the product. Non-critical defects or feature requests may be fixed with additional service charges. The end of limited support phase marks when a product enters the End of Life phase. Extended support for an EOL product is available with a contractual agreement on an individual customer basis.
When a product moves from one phase to another, notifications are sent to the customers and posted on the Runtime Support Portal.
Internal email notices for all products go to product management, sales, engineering, finance, and support groups.
|Reason||Responsible Role for Notifications.||Targets|
|General availability of new product or major version||Head of Marketing||Sales, Product Management, Support, Accounting, Engineering|
|Lifecycle Transition into Limited Support Phase or End of Life Phase for previously released products||Head of Support||Marketing, Sales, Product Management, Support, Engineering, Accounting|
|Exceptions to the policy||Head of Support||Marketing, Sales, Product Management, Support, Engineering, Accounting|
The Customer Success/Support team will publish a table of product lifecycles to the support site and update it whenever a product transitions.
The lifecycle for a version of Runtime software consists of a Standard lifecycle of 2 years plus an extension of one (1) year of Limited Support (as defined in this document), followed by optional years Extended Support (as defined in this document) and then none thereafter.
The following diagram illustrates the lifecycle for Runtime products:
The following table illustrates what falls under software maintenance during each phase of the lifecycle:
Note that Support access depends on the maintenance level purchased. Details of maintenance and support services are provided as part of Runtime Software's software license agreement.
During the Standard lifecycle and at its discretion, Runtime (i) may fix bugs in a current release and deliver it as an update; or (ii) may schedule bug fixes in a future release. Customers that are current with maintenance may request support for any severity level issues.
A product that reaches End of Life (EOL) is no longer supported. A customer may decide to continue utilizing an EOL product at is own discretion. Runtime will not support a product in this phase.
Version 1.03 | 2017
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