Flexera provides support and maintenance during the stated time periods for each of the releases of each of its products, the "lifecycle".
The lifecycle allows customers and partners to effectively plan, deploy and support Flexera products. Each Flexera product lifecycle identifies the various levels of maintenance for each release of such product over a total period of up to eight (8) years for Flexera's FlexNet Publisher and FlexNet Embedded products and up to five (5) years for all other Flexera products, in each case from the initial release date, which is often referred to as the general availability (GA) date. Flexera provides this lifecycle for transparency, but may make exceptions from this policy if conflicts arise.
Flexera provides updates at its discretion, where such updates are aggregated as a service pack, minor release or individually as a hot fix. Updates may contain security fixes, bug fixes or feature enhancements. Flexera may release any update independent of customer reported issues.
The lifecycle for a version of a Flexera product consists of a Standard lifecycle of either five (5) years for Flexera's FlexNet Publisher and FlexNet Embedded products or three (3) years for all other Flexera products, plus an extension of one (1) year of Limited Support (as defined below), followed by optional years Extended Support (as defined below) and then none thereafter.
The following diagram illustrates the lifecycle for the non FlexNet Publisher and FlexNet Embedded products:
The following table illustrates what falls under software maintenance during each phase of the lifecycle:
|New Features a||Yes||No||No||No|
|Issues Resolution||Yes||Yes c||Yes c||No|
|Critical Security Updates||Yes||Yes||No||No|
|Knowledge Base Access||Yes||Yes||Yes||Yes|
|Access to Hot Fixes||Yes||Yes||Yes||Yes|
|Access to Documentation||Yes||Yes||Yes||Yes|
a – Access to these features are available to customers current with maintenance
b – Extended support is available at a fee
c – Critical priorities only
Provided a customer is current with maintenance or subscription, standard product support shall be provided for each released version for up to three (3) years; or five (5) years for FlexNet Publisher and FlexNet Embedded products. Product support includes hot fixes and patches for software defects that materially prevents product use and any available workarounds for other non-critical software defects.
During the Standard lifecycle and at its discretion, Flexera (i) may fix bugs in a current release and deliver it as a hot fix; or (ii) may schedule bug fixes in a future release. Customers that are current with maintenance may request support for any severity level issues.
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, Flexera may provide qualified security updates at its discretion.
Provided a product qualifies for extended support and the customer is current with extended maintenance, extended support starts immediately at the end of Limited Support and continues for one (1) or more years (as determined by Flexera 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, Flexera may provide qualified updates of critical priority at its discretion.
All future dates mentioned for "End of Standard Lifecycle" and "End of Limited Support" and "End of Extended Support" are close approximations and subject to change.