Support for Operating Environments (“O.S.”) and Prerequisite Software¶
The Operating Environment¶
An operating environment is a native or virtual operating system on a physical or virtual computer that provides the product with the computer resources necessary for its execution (compute, memory, storage, network). It is the Customer's responsibility to update the operating environment underlying the execution of the Systancia Product.
- O.S. (Windows), Virtual Machine (VMWare), Container (Docker).
Software prerequisites¶
A prerequisite software is a software that does not come with a product and that this product needs to run. It is the Customer's responsibility to purchase the license and, at its discretion, the maintenance of the required software, and to update it.
- Hypervisor, Database, etc.
Updating an operating environment or prerequisite software may impact the functioning and stability of a specific version of Systancia's Product. We therefore recommend that you always install the latest updates we make available to you in order to anticipate any potential issues.
Virtual appliances¶
Virtual appliances are made available to the Customer by Systancia. They may contain: a component of a Systancia Product, a software prerequisite, and/or an operating environment. They have the status of “service deliverable” (see Glossary).
Regardless of their content, it is the Customer's responsibility to update all software components contained in a virtual appliance delivered by Systancia, either component by component (based on updates from the respective publishers of these components) or in their totality (new version of virtual appliance delivered by Systancia).
The Customer is also responsible for the operation of these virtual appliances. The Customer may, under its own responsibility, install or deploy third-party software components on the virtual appliances delivered by Systancia (other than those contained in the Systancia delivery): any support request resulting from a malfunction related to the presence of a third-party software component in the virtual appliance delivered by Systancia will give rise to a billable support service (in the form of “CACID” tickets, for example).
Rules in the event of end of support for an operating environment or software prerequisite¶
The compatibility of a Systancia Product with a version of an operating system (OS) or prerequisite software is a product capability. The compatibility matrix provides the versions of operating systems (OS) or prerequisite software that are compatible with the versions of Systancia Products. If a version of an operating system (OS) or prerequisite software is no longer supported (standard support only taken into account) by its publisher, this automatically results in the depreciation of this capability in the Systancia Product.
Regarding Windows LTSC (Long-Term Servicing Channel) versions, these versions are intended for special-purpose devices and may limit the range of available features. These versions are supported as long as their equivalent GA channel version is supported. For example, Windows 10 Enterprise LTSC 2021 has an equivalent GA channel version: Windows 10, version 21H2. Microsoft supported Windows 10, version 21H2, until June 13, 2023. Consequently, Systancia supported Windows 10 Enterprise LTSC 2021 until June 13, 2023. When the source of the incident is specific to the LTSC version (an issue not observed on the corresponding GA version of the OS), Systancia provides support without any obligation to achieve results, in the form of billable services.