PRODUCT LIFECYCLE SUPPORT POLICY

While Schille strives to produce the best quality software, it is virtually impossible to test against all scenarios and software environments. Occasionally, issues may arise which impact product performance or functionality. Customers should address these situations through the technical support programs described and availble on our webpage www.sivms.cloud.

Schille lets you choose the right technical support program for your needs, with options including free web-based tools, our extensive network of resellers and technical support directly from Schille.

The goal of Schille support programs is to provide our customers with the tools and knowledge needed to identify any technical issue they have experienced. Once identified, Schille may recommend the next steps required to resolve or prevent the issue. This may include recommendations to apply configuration changes, existing product updates or upgrades. In some situations, Schille may determine that an escalation is required in order to further isolate the issue and potentially resolve it with a new product update. Your Schille support representative will tell you the appropriate steps to resolve technical product issues.

SUPPORT DEFINITIONS

For the purpose of this policy, the following support definitions apply:

SUPPORT MAINTENANCE
General troubleshooting of a specific issue to isolate potential causes Resolving an issue through product code modification
Issue resolution through applying configuration changes, existing product updates or upgrades Typically delivered via product update or upgrade
If a subsequent release contains the fix, the customer may be required to the upgrade to the new release

Many Schille products progress through three lifecycle phases

When Schille initiates a product or release through these lifecycle phases, an announcement is made on the Notice of Status Change (NSC) date and the Product Matrix Table is updated to include the specific information for End of Sales (EOS), End of Maintenance (EOM) and End of Life (EOF). For definitions of the various lifecycle dates, refer to Lifecycle Definitions.

Maintenance and support during each phase:

General Availability (GA) to End of Maintenance (EOM)

Upon General Availability (GA), products are fully supported and maintained until the End of Maintenance (EOM) status. Schille will provide code-level maintenance in the form of product updates or upgrades. To receive continued maintenance, Schille customers may be required to update or upgrade to a newer version of the product and sign an Software Maintenance Agreement (SMA).

End of Maintenance (EOM) to End of Life (EOL)

After a product release reaches its End of Maintenance (EOM) status, no further code-level maintenance will be provided; however, the product will continue to be supported until it reaches End of Life (EOL).

End of Life (EOL)

Once a product release reaches its End of Life (EOL) status, the customer may continue to use the product within the terms of product licensing agreement but the available support options will be limited. While there may be historical information in the Knowledge Center or other online resources, it is no longer updated and is provided on an as-is basis. The customer will be using the product within the terms of the product license as-is.

The Product Lifecycle Support Policy is intended exclusively for the benefit of Schille customers with respect to the products they purchase. Schille reserves the right to make changes to its Product Lifecycle Support Policy, for all products or a particular product, at its sole discretion, from time to time, as business needs require, without notice. The Product Lifecycle Support Policy document and related web page will be updated with respect to any changes as of their effective date.

SiVMS 4 Monitors

LIFECYCLE DEFINITIONS

To help you plan and prepare for your maintenance and support needs, this page describes the key milestones and support policies in the product lifecycle.

GENERAL AVAILABILITY (GA)

The status that signifies when a new product release may be ordered and fulfilled in all applicable languages, discount programs, delivery methods, and worldwide geographies.

With GA of a new release, some applicable offerings of the previous release will be phased out:

Evaluations and Not for Resale offerings based on the previous product release will be replaced by offerings based on the new release.
Downloads of the product release will remain available until the End of Life (EOL) status.

NOTICE OF STATUS CHANGE (NSC)

Notice of Status Change (NSC) is the status on which Schille publicly communicates the specific status for a product’s End of Sale (EOS), End of Maintenance (EOM), and End of Life (EOL). This information is posted within the Product Matrix Table and related web page.

END OF SALE (EOS)

The status that signifies when a specific software or appliance release will no longer be available for purchase.

For the majority of Schille products which incorporate a date based license model, the EOS status is generally not applicable since new connection licenses work with previous product versions. In the event that a product line under a date-based license model is being brought through End of Life (EOL), there will be a minimum 90 days notice of the EOS status.

Schille products that have been added to the portfolio via an acquisition, or that have yet to transition to the date based license model, will typically offer a licensing method that associates connection licenses to the product version. In these cases, there will be a minimum of 90 days notice of the EOS status.

The 90-day notice period gives customers the opportunity to purchase additional licenses to allow for growth while they plan for a version upgrade or deployment of a new release.

END OF MAINTENANCE (EOM)

The status that signifies when a specific product release will have no further code-level maintenance. Code-level maintenance is typically delivered in the form of a product upgrade or update. The release of a product update or upgrade may define a new maintenance baseline. Schille customers may be required to upgrade or update their product and sign an Software Maintenance Agreement (SMA) to receive continued maintenance. After the EOM status, Software Support Programs and Hardware Support Programs continue as before.

END OF LIFE (EOL)

The status that signifies when technical support and product downloads will no longer be available. Technical support for issues will be limited to information contained in the Schille Knowledge Center and Support Forums. If the issues cannot be corrected through this method, then an upgrade path or migration to the latest version or product replacement is recommended.

The Product Matrix table below provides information for Schille products whose product lifecycle is governed by lifecycle phases. Product lifecycle milestones include General Availability (GA), End of Sale (EOS), End of Maintenance (EOM) and End of Life (EOL).

SERVICE DESCRIPTION GA 1) EOS 1) EOM 1) EOL 1)
Product available for new sale through resellers Yes No No No
Product available for extension sale through resellers Yes Yes No No
Service releases and bug fixes Yes Yes No No
Trade-in credit available Yes Yes Yes Yes
Technical support available Yes 2) No No No
Limited Techincal Support No Yes 2) No No
Priority support (paid) services Yes 3) Yes 3) No No
Free online Self-Help support resources Yes Yes No No
Emergency hot fixes availability Yes 3) No No No
Software available on SiVMS® website Yes Yes No No
Documentation available on SiVMS® website Yes No No No
License maintenance Yes Yes Yes Yes
Global Professional Services: Paid support which may include remote and on-site installation services, configuration, upgrade and staging services, and ongoing maintenance Contact Us Contact Us Contact Us Contact Us

1) Lifecycle Definitions GA (General Availability), EOS (End of Sales), EOM (End of Maintenance), EOL (End of Life).
2) Via online form, ticket system, community forum
3) SiVMS® SMA (Software Maintenance Agreement) required

Please note:
The information contained above represents the current status of Schille products as of the indicated date. This information shall not be construed as a legally binding commitment, but rather as information subject to change occasionally, without prior notice. Schille makes no warranties, express, implied or statutory, by posting the document or about the information in the document.

PRODUCT VERSION BUILD NO. DATE GA 1) EOS 1) EOM 1) EOL 1)
SiVMS® 4.x
4.0.0 Q2/2020 X
SiVMS® 3.x
3.18.0 Q2/2020 X
3.17.0 Q3/2019 X X
3.16.2 Q4/2018 X
3.16.1 Q3/2018 X
3.16.0 Q3/2018 X
3.15.0 711 Q1/2018 X
3.14.1 710 Q3/2017 X
3.13.4 708 X
3.13.3 706 X
3.13.2 705 X
3.13.1 703 X
3.12.2 701 X
3.12.1 700 X
3.11.16.rc1 693 X
3.11.16 692 X
3.11.13 689 X
3.11.12 688 X
3.11.12 686 X
3.11.11 685 X
3.11.10 683 X
3.11.9 678 X
3.11.9 677 X
3.11.8 676 X
SiVMS® 2.x
2.14.1 710 Q3/2017 X
SiVMS® 1.x
1.12.2 701 Q1/2016 X

1) Lifecycle Definitions GA (General Availability), EOS (End of Sales), EOM (End of Maintenance), EOL (End of Life).

Please note:
The information contained above represents the current status of Schille products as of the indicated date. This information shall not be construed as a legally binding commitment, but rather as information subject to change occasionally, without prior notice. Schille makes no warranties, express, implied or statutory, by posting the document or about the information in the document.

PRODUCT VERSION BUILD NO. DATE GA 1) EOS 1) EOM 1) EOL 1)
NESTORE® 1.x
1.0.0 Q2/2020 X

1) Lifecycle Definitions GA (General Availability), EOS (End of Sales), EOM (End of Maintenance), EOL (End of Life).

Please note:
The information contained above represents the current status of Schille products as of the indicated date. This information shall not be construed as a legally binding commitment, but rather as information subject to change occasionally, without prior notice. Schille makes no warranties, express, implied or statutory, by posting the document or about the information in the document.

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PRODUCT VERSION BUILD NO. DATE GA 1) EOS 1) EOM 1) EOL 1)
SiVMS® REENCODING SERVER 3.x
3.14.0 Q2/2018 X
3.13.1 705 Q1/2017 X X
3.12.2 703 Q2/2016 X
SiVMS® REENCODING SERVER 1.x
1.0.1 196 Q1/2016 X

1) Lifecycle Definitions GA (General Availability), EOS (End of Sales), EOM (End of Maintenance), EOL (End of Life).

Please note:
The information contained above represents the current status of Schille products as of the indicated date. This information shall not be construed as a legally binding commitment, but rather as information subject to change occasionally, without prior notice. Schille makes no warranties, express, implied or statutory, by posting the document or about the information in the document.

PRODUCT VERSION BUILD NO. DATE GA 1) EOS 1) EOM 1) EOL 1)
CCS
1.4.0 Q3/2019 X
1.3.0 Q4/2018 X X
1.2.0 Q2/2018 X
1.1.2 Q1/2018 X
1.1.1 Q4/2017 X
1.1.0 Q4/2017 X
1.0.47 X
1.0.46 157 X
1.0.45 154 X
1.0.44 152 X
1.0.43 150 X
1.0.42 149 X
1.0.41 134 X
1.0.40 129 X
1.0.39 126 X
1.0.38 122 X
1.0.37 121 X
1.0.36 117 X
1.0.34 115 X
1.0.33 113 X
1.0.32 112 X
1.0.31 109 X
1.0.30 104 X
1.0.29 103 X
1.0.28 95 X
1.0.27 91 X
1.0.26 88 X
1.0.25 85 X
1.0.24 84 X
1.0.23 83 X
1.0.22 80 X
1.0.21 79 X
1.0.20 78 X
1.0.19 77 X
1.0.18 75 X
1.0.16 74 X
1.0.15 71 X
1.0.14 70 X
1.0.13 68 X
1.0.12 67 X
1.0.11 66 X
1.0.9 61 X
1.0.8 56 X
1.0.7 X
1.0.4 X

1) Lifecycle Definitions GA (General Availability), EOS (End of Sales), EOM (End of Maintenance), EOL (End of Life).

Please note:
The information contained above represents the current status of Schille products as of the indicated date. This information shall not be construed as a legally binding commitment, but rather as information subject to change occasionally, without prior notice. Schille makes no warranties, express, implied or statutory, by posting the document or about the information in the document.

PRODUCT VERSION BUILD NO. DATE GA 1) EOS 1) EOM 1) EOL 1)
Pvis® P5
1.7.4 Q1/2020 X
1.7.3 Q1/2019 X X
1.7.0 Q3/2018 X
1.6.1 Q1/2018 X
1.6.0 Q4/2017 X
1.5.0 6 Q4/2016 X
1.4.2 2 X
1.4.1 X
1.4.0 X
1.3.0 X
1.2.0 X
1.1.18 6 X
1.0.17 203 X
1.0.16 200 X
1.0.15 2 X
1.0.14 172 X
1.0.13 166 X
1.0.12 164 X
1.0.11 162 X
1.0.10 160 X
1.0.9 159 X
1.0.8 153 X
1.0.6 139 X
1.0.5 133 X
1.0.4 130 X
1.0.3 128 X
1.0.2 119 X

1) Lifecycle Definitions GA (General Availability), EOS (End of Sales), EOM (End of Maintenance), EOL (End of Life).

Please note:
The information contained above represents the current status of Schille products as of the indicated date. This information shall not be construed as a legally binding commitment, but rather as information subject to change occasionally, without prior notice. Schille makes no warranties, express, implied or statutory, by posting the document or about the information in the document.

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