Ipswitch File Transfer Product Life Cycle Policy

Technical Preview

In the Technical Preview stage Ipswitch File Transfer (“Ipswitch FT”) provides technical support for the product on the web forums or other support channels designated in the Technical Preview Program (“TPP”) announcement. Support is provided by QA and R&D and usually includes technical preview product updates. Support for Technical Preview products ends when those products enter General Availability status.

General Availability

In the General Availability stage Ipswitch FT provides technical support to customers under warranty or covered by a current Support Agreement for their product. Technical support includes telephone and email support, online support such as tutorials and demo's, and access to our knowledge base. Ipswitch FT reserves the right to require that a customer upgrade to the most current version of their product to resolve a product issue. Product updates consist of maintenance releases, service packs, patches and/or hot fixes. Service packs, patches and hot fixes are not available for all products all the time and the determination for such is at Ipswitch FT’s discretion. General Availability status begins on a product’s First Customer Ship (“FCS”) date and ends when the product enters As-Is or Sunset status. Products with a current version/language in General Availability status are known as “active” products – all other products are known as “inactive” products.

As-Is

In the As-Is stage Ipswitch FT sells the most recent version of the product to new customers and provides technical support to customers under a current Support Agreement for their product, but new Support Agreements are not sold to new customers. Technical support includes telephone and email support, online support such as tutorials and knowledge base access. However, no product updates are provided. If a product defect is found and verified, Ipswitch FT may decide to issue a workaround. Ipswitch FT does not develop additional features and/or functionalities for the product and may advise migration to a newer minor version or related general availability product. As-Is status for inactive products typically begins two years after last release; when Ipswitch FT stops selling the product to new customers it immediately moves to Sunset status.

Sunset

In the Sunset stage Ipswitch FT no longer sells inactive products to new customers but sells and provides technical support to existing customers under a current Support Agreement for their product. New Support Agreements are not sold to new customers of inactive products. However, Ipswitch FT may sell licenses and Support Agreements for Sunset versions of active products. Technical support includes telephone and email support, online support such as tutorials and knowledge base access. However, no product updates are provided. If a product defect is found and verified, Ipswitch FT may decide to issue a workaround. Ipswitch FT does not develop additional features and/or functionalities for the product and will advise migration to a newer minor version or related general availability product. Sunset status for old versions of active products typically lasts for the duration of the most recent major version of the product plus 90 days after the next major release of the product. Sunset status for inactive products typically begins two years after last release.

End of Life

In the End of Life (EOL) stage Ipswitch FT no longer provides technical support or product updates. Knowledge Base articles remain available for at least a 24-month period beyond this withdrawal date. A customer under a current Support Agreement utilizing a version that is in the End of Life stage will be told to upgrade to the General Availability version of their product. EOL status begins as soon as Sunset or As-Is stage ends.