Rapidly changing technologies as well as competitive pressures influence the level, timing, and nature of demand for a particular product or group of products. These factors drive the need to introduce new products and services and to actively plan for end-of-life for older software versions as well as specific product lines. With that in mind, we have set out below Globalscape's end-of-life policy to help customers better manage their end-of-life transition and to understand the role that Globalscape can play in helping to migrate to alternative Globalscape technologies. This Policy explains the type of Support Services Globalscape will provide for Licensed Software at various points during the applicable product's life cycle.
- General: The scope of Support Services that we provide for Licensed Software will depend on where the product is in its life cycle. We typically release a Major Release of our Licensed Software every nine (9) to eighteen (18) months, dependent upon the product functionality, content, and associated software development cycle. A Major Release reaches End of Life, or EOL, on the date when a new Major Release is made generally available commercially ("GA Date") or as otherwise provided herein. Additionally, we may deem a Licensed Software product has reached EOL (and communicate this via our website and/or electronic correspondence with customers) without the general availability of a subsequent Major Release in cases where we discontinue the product line. See below for information on the level of support we provide for Licensed Software once it reaches EOL. We generally provide Support Services for each Major Release of Licensed Software for a period of up to two (2) years from the initial GA Date, as described below.
- Definitions: As used herein, the terms used herein shall mean as follows:
- Case means when a customer contacts us via phone or online submission to report an issue and we have logged your request for assistance and assigned it a ticket identification number within our support ticket tracking system.
- End of Life or EOL means when Globalscape ceases marketing or distributing a particular Licensed Software product or a Major Release for a particular Licensed Software Product such that EOL includes situations where Globalscape no longer licenses a specific version of Licensed Software but continues to license new versions of the Licensed Software. The End of Life date starts the timeline and process leading to End of Support Life for the particular Licensed Software product or Major Release and its related Maintenance Releases.
- End of Support Life, or EOSL, means when Globalscape ceases providing Partial Support as well as Full Support for a particular Licensed Software product or a Major Release for a particular Licensed Software product that has reached its EOL. At the end of the period described under Support Levels and Support Period, the applicable Licensed Software product or Major Release and its related releases will reach their EOSL and we will cease providing any Support Services for those releases or products. The EOSL applies regardless of the Severity Level of the issue for which Support Services are requested, and regardless of the M&S Plan purchased by the customer. If Globalscape accelerates the EOSL, then Globalscape's sole obligation regarding then-existing M&S Plans will be to provide a pro-rata credit for Support Services. Once EOSL has been reached, the applicable Major Release is not sold, manufactured, improved, repaired, maintained, or supported. However, at Globalscape's sole discretion, we may elect to resolve legacy open Cases for Licensed Software or Major Releases that have reached EOSL. In such cases, the solution may involve recommending an upgrade to a Major Release for the applicable Licensed Software product or the acquisition of a different product. Please note that, as a general rule, we will continue to provide online access to our Knowledge Base Sites and accompanying documentation for most Licensed Software for self-help support for a period of up to five (5) years from the GA Date for the applicable Major Release.
- Knowledge Base Sites mean Globalscape's online knowledge sharing site called Knowledge Base, located at http://kb.globalscape.com. The content of the Knowledge Base Sites is provided on an "as is" basis and Globalscape assumes no responsibility for any typographical, technical, or other inaccuracies in the information provided therein.
- Licensed Software means the Globalscape software product you purchased, which is governed by the applicable end user license agreement.
- Releases for Licensed Software are categorized as Major Releases or Maintenance Releases.
- Major Release means a new release of the Licensed Software that incorporates the last Maintenance Release(s) (if any) and may include additional enhancements to the Licensed Software. Major Releases may include architectural changes and major feature changes, as well as new features and functionality. Major Releases are designated by the numbers immediately to the left and right of the decimal point, such as 1.0, 2.0, 2.1, etc. In general, we will issue a Major Release every nine (9) to eighteen (18) months.
- Maintenance Release means a release of the Licensed Software that provides cumulative Bug Fixes for a particular Major Release. A Maintenance Release typically does not contain new features or new functionality. Maintenance releases are made available to our customers via the Globalscape website and typically are provided as full versions of the Licensed Software that can be deployed as a new install or as an upgrade. Maintenance Release nomenclature adds a decimal and additional number to the right of the Major Release version number (e.g. 5.2.15, 6.0.11, etc.). In general, we will issue a Maintenance Release every three (3) to six (6) months.
- Bug Fixes mean software code patches or updates that resolve specific software deficiencies and may also include patches and workarounds.
- Support Services means the maintenance support services for the Licensed Software provided pursuant to, and as defined in and governed by, Globalscape's Maintenance and Support Plan, or M&S Plan, or pursuant to a written maintenance and support agreement entered into between you and Globalscape. You will need to ensure that you have a current and fully paid M&S Plan with Globalscape to receive any Support Services. Please contact us regarding fees payable during the EOL period so that we can support you through the Wind-down Period and Partial Support Period.
- Support Levels and Support Period: Customers must have purchased a current M&S Plan for the Licensed Software for which they are requesting support in order to receive Full Support or Partial Support as defined below. Additionally, customers are only eligible to download and install Maintenance Releases if they have a current M&S Plan.
- Full Support: Globalscape provides "Full Support" for Licensed Software for Cases regardless of the Severity Level pursuant to the M&S Plan from the time of release of such Release until the date of such Release's EOL. The EOL for any Major Release and its Maintenance Releases shall be the date of the release of the subsequent Major Release. Globalscape will then continue to provide Full Support for all Cases at all Severity Levels for twelve (12) months following EOL ("Wind-down Period"). During the Wind-down Period, we will determine when it will be most effective to develop a Maintenance Release or Bug Fix for Cases where there has been data loss, the production system is down, significant security vulnerabilities have been identified, or there are other significant defects ("Severity One Issue"). For Cases that are not Severity One Issues, Globalscape will typically either (i) provide an existing Bug Fix, (ii) address the issue through a regularly scheduled Maintenance Release to the current Major Release of the Licensed Software product for which EOL has not occurred, or (iii) delay resolution and determine whether it will address the issue in its normal development of future Releases. Customers will also be able to download Maintenance Releases during the Wind-down Period. Bear in mind that it may be necessary to obtain a Major Release to correct a reported problem. At the end of the Wind-down Period, Globalscape will stop providing Full Support.
- Partial Support: Globalscape solely provides "Partial Support", a more limited level of Support Services than customers receive under Full Support, for six (6) months following the Wind-down Period ("Partial Support Period") , regardless of the nature of the Case or the Severity Level. With Partial Support, our technical support engineers provide customers with known Bug Fixes, existing Maintenance Releases, or access to the Knowledge Base Sites in response to requests for assistance. During the period where Partial Support is provided, no new modifications (including Bug Fixes or Releases) to Licensed Software will be developed, nor will Globalscape personnel attempt to reproduce the Case or escalate issues to our engineering resources. Partial Support will be subject to the availability of resources and may be limited as Globalscape determines in its sole discretion.
- Expedited Wind Down: In addition, to the foregoing, Globalscape may provide Partial Support if there have been multiple Major Releases for the Licensed Software in a short period of time. For example, Globalscape will only provide concurrent Full Support for the current Major Release of Licensed Software and one prior Major Release (i.e., version 6.0 and version 5.2). Where Licensed Software is the subject of frequent feature enhancements, a Major Release will move through its EOL processes more rapidly. Therefore, the Wind-down Period may be shortened with respect to older versions of a Licensed Software product and the Partial Support Period may be extended such that once EOL occurs the total time until EOSL shall be two (2) years. For example, once version 6.0 is issued, we will only provide Full Support for the most recent Major Release (version 5.2 in this example) and Full Support for the prior Major Release (i.e. version 5.1) will terminate. Either Full Support or Partial Support will; however, be provided for two (2) years from its GA Date for a respective Major Release.
- Established Product EOL: In addition to the foregoing, Globalscape will also stop providing Full Support and transition to Partial Support for a Major Release two (2) years following its GA Date if no new Major Release has been issued ("Established Product Full Support Period"). At the end of the Established Product Full Support Period, only Partial Support shall be provided for the Major Release and its related Maintenance Releases.
- Additional Information. Globalscape may update, revise, supplement, modify, or amend this Policy at any time. Any updates, revisions, supplements, modifications, or amendments are effective immediately upon posting on Globalscape's site and will only be applicable to disputes arising, or arising out of events occurring, after such posting has been made. The terms contained herein are subject to any written agreement you have with Globalscape and this Policy is subject to, and governed by, the terms of any such written agreement you have entered into with Globalscape. In the case of a conflict between the terms of this Policy and the terms of any purchase documents or other written agreements with Globalscape, the terms of the purchase documents or the other written agreements shall control.
Globalscape reserves the right to reduce or amend support services offerings available for renewal under this policy at any time, with or without notice.
Updated November 24, 2020 to provide Full Support for all Cases at all Severity Levels for twelve (12) months following EOL ("Wind-down Period").