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CivicPlus Product End of Life Policy

Scope 

To ensure the delivery of innovative and cost-effective products, CivicPlus may periodically discontinue specific products or versions of products and services. At CivicPlus’s sole discretion, such products or services may be discontinued. 

The End Of Life Policy describes the intended communication and transition plans for discontinued products and versions and provides information required to plan for migration to replacement technologies. Any questions arising in the interpretation of this policy or the application of this policy shall be as determined by CivicPlus in its sole discretion. This policy is effective from the effective date set forth above. 

 

End of Life (EOL) Policy  

Prior to the End of Life of a product or software version CivicPlus will use all commercially viable and reasonable effort to provide notice to Clients and follow these End of Life Period guidelines. 

End of Life Period: Refers to the timeframe beginning with the day CivicPlus announces a product is no longer available for purchase from current CivicPlus price books until the last date the product is formally supported by CivicPlus. If Software version only, EOL Period refers to the timeframe beginning with the day CivicPlus announces a software version will no longer be available until it is no longer supported. The End of Life Stages descriptions and minimum End of Life Notice parameters are provided in Table 1.1. 

End of Life Notice: Refers to communication by CivicPlus to Clients announcing the end of life for a product or software version. Within the End of Life Notice, CivicPlus will provide specific details for the product or software version reaching EOL including the anticipated End of Life Stage schedule and any actions required by the Client. The End of Life Notice Period schedule is subject to change at the sole discretion of CivicPlus.  

 

Table 1.1 

End of Life Stages 

Description  

Minimum Notice Period  

End-of-Sales Date 

The date a product is no longer Generally Available for purchase and support is limited to Major and Critical Issues. 

Upon notification of End-of-Product Life date. 

End-of-Development Date 

The date product development and support is limited to Critical Issues. 

At least 6 months following notification of End-of- Product Life. 

End-of-Support Date 

The last day that the product and/or software version is supported per the terms of product agreements. 

At least 6 months following notification of End-of- Product Life. 

 

Software Versions 

Release Types: 

  • Major Release: Major releases encompass new products, major architecture changes, major user interface (UI) changes, significant new features or capabilities/functionality additions, new solutions, and substantial innovation. 
  • Minor Release: Minor releases include updates or enhancements/features to existing products, moderate administration or UI changes, and major bug fixes. 
  • Update Release: Update releases incorporate minor bug fixes, security fixes, and support items service. 

The software product version numbering scheme is defined as follows: 

  • (Major). (Minor). (Update) 
  • Example: 7.01.02, where Major release is 7, Minor release is 1, Update release is 2. 

 

Defect Severity 

  • Critical: 
    • A system is down or not accessible by users
    • A large number of users are prevented from working with no procedural workaround available
  • Major: 
    • Functionality is severely impaired and significant performance degradation
    • Long term productivity is adversely affected
    • A time-sensitive issue is reported by a user, which may adversely affect productivity
    • Important tasks cannot be performed, but the error does not impair essential operations
    • A smaller number of users are blocked from using the services and the impact is escalating
  • Average: 
    • An issue causing partial or non-critical loss of functionality on production system
    • The problem affects but does not impede the client from posting notifications
    • Minor performance degradation
    • A small number of users are impacted but the impact is not escalating
    • There are impaired operations of some components but allows the users to continue using the software
    • Any other problems or issues not covered in Critical and Major
  • Minor: 
    • A problem that does not have a significant impact on product use or any user or occurs in functionality that is not critical or frequently used
    • The problem causes little impact on product or any users operations or a reasonable workaround for the problem has been implemented
    • Functionality does not match documented specifications
    • Service enhancements are requested



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