Support extension

Support extension is granted on a very exceptional basis to customers who have upgrade projects. Delaying an upgrade is not in the Customer's interest, as explained on the page “Why keep an environment up to date?”.

The paragraphs below summarize the provisions governing support extension.

Support extension for a given product version may be granted to a customer in a very specific context (e.g., if the customer is unable to upgrade to a supported version within the timeframe specified in the PLC for the Product On Client Infrastructure concerned); this is on an entirely exceptional basis and for a Maintenance and Support fee to be agreed between the customer and Systancia. In this context, Systancia agrees to provide the customer with support services for this obsolete version, but these are not the standard Maintenance and Support Services described in the standard General Terms and Conditions of Use (GTCU).

Furthermore:

• Such “extended support” may only be granted to a customer if they agree to upgrade within a reasonable period of time (no later than one year after the general availability of the next version of the relevant On Client Infrastructure Product).
• The customer acknowledges the reduced or degraded nature of the services provided in “extended support”: in the context of “support extension,” Systancia will make its best efforts to deliver a fix to the customer only in the event of incidents of maximum severity (1 - Blocking, corresponding to a production shutdown or service degradation that blocks or prevents the customer's business operations, or a significant security breach).
• Outside of these cases, Systancia will not be able to deliver a fix for the customer's version: any other defect identified by the customer in this version may be corrected in the next generally available version of the On Client Infrastructure Product, and the customer will only benefit from this when this version or a later version is deployed.