Product Lifecycle Policy

Contents

Overview
Product Lifecycle
Lifecycle Support Period
General Availability (GA) and End of Sale (EOS)
Limited Support Phase and End of Life (EOL)
Notifications
Internal Notices
Public Customer Notices
Details
Standard Lifecycle
Limited Support
Extended Support
End of Life
Frequently Asked Questions 

 

Overview

This policy defines the internal policies for a product’s lifecycle after development and after it is released for General Availability (GA).  A product moves through four distinct phases with specific obligations to customers, which we balance against our business needs.  Throughout each phase, appropriate notifications are sent to customers to help in planning future upgrades.  Finally, provisions are available for optional support, which would require contractual agreements on per customer basis.

Product Lifecycle

The product lifecycle consists of four major distinctions:
  1. General Availability (GA) which covers both Standard and Enterprise Support
  2. Limited Support Phase
  3. Extended Support
  4. End of Life Phase

Lifecycle Support Period

Runtime will support a GA product release for two years prior to going into the limited Support Phase.  During the Limited Support Phase, customers will have a full year of notice before a release is moved into Extended or End of Life Phase.  With the General Availability of a new product version, previous versions transition to the next phase per the following flow diagram:


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.

General Availability (GA) and End of Sale (EOS)

 
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.

Limited Support Phase and End of Life (EOL)

 
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. 

Notifications

 
When a product moves from one phase to another, notifications are sent to the customers and posted on the Runtime Support Portal.

Internal Notices

 
Internal email notices for all products go to product management, sales, engineering, finance, and support groups.
Notification Table
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
 

 

Public Customer Notices

 
The Customer Success/Support team will publish a table of product lifecycles to the support site and update it whenever a product transitions.

Details

Runtime provides updates, support, and maintenance during the published time periods for each of the releases of each product, the "lifecycle". Runtime provides updates at its discretion.  Updates may contain security fixes, bug fixes or feature enhancements. Runtime may release any update independently of customer reported issues.
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.

Standard Lifecycle

Provided a customer is current with maintenance or subscription, standard product support shall be provided for each released version for up to two (2) years. Product support includes patches for software defects that prevents the proper product use and any available workarounds for other non-critical software defects.
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.

Limited Support

Provided a customer is current with maintenance or subscription, limited product support starts immediately at the end of Standard Support and continues for one (1) year. Limited Support includes email and hot-line support, problem investigation, and providing problem resolution recommendations based on existing knowledge, and existing supported product releases and patches ("Limited Support"). During the Limited Support phase, Runtime may provide security updates at its discretion.

Extended Support

Provided a product qualifies for extended support and the customer is current with an extended maintenance contract, extended support starts immediately at the end of Limited Support and continues for one (1) or more years (as determined by Runtime at its discretion).  Extended Support includes email and hot-line support, problem investigation, and problem resolution recommendations based on existing knowledge and existing supported product releases and patches. During the Extended Support phase, Runtime may provide updates of critical priority at its discretion.

 

End of Life

 
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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