First Trace typically makes support available for a minimum of two (2) years after the Last Ship Date. First Trace may elect to cease offering support for a specific Software Product before the end of the three-year End of Service Life (EOSL) period. If this occurs, First Trace will provide Customers with at least three months notice of its plans to discontinue support. If First Trace accelerates the End of Service Life Date, then First Trace’s sole obligation regarding then existing support contracts will be to provide a pro-rated credit on the service contract line item.
When sale of a product is discontinued (EOL), development and support policies change, the EOSL transition period begins and customers are encouraged to upgrade to the current product version. During the EOSL transition period, the impacted First Trace software will continue to be supported through a period of “limited support” provided by the First Trace Support Center specialists who will assist customers with technical issues and requests. There will not be any further enhancements or program changes to the impacted software. At the conclusion of this period, the product will no longer be supported.
Any binary software programs listed in the standard price lists published by First Trace from time to time, any updates/upgrades, and any related user manuals or other documentation.
End of Life (EOL):
First Trace determines that the Software Product will no longer be licensed or sold.
End of Sales (EOS):
First Trace no longer offers a specific version of a Software Product for sale and it is the last date to order the Software Product.
End of Version (EOV):
First Trace no longer licenses a specific version of a Software Product but continues to license new versions of the Software Product.
Last Ship Date (LSD):
The date that First Trace ceases to ship a specific version of a Software Product, or the Software Product, as indicated in the EOV or EOL announcement issued by First Trace.
End of Support Life (EOSL) Date:
The date announced by First Trace upon which First Trace intends to cease providing Palladium subscription support for a Software Product.
After the End of Service Life Date for a given product, First Trace may agree to support the product, but the the following additional terms for support will apply:
First Trace will not provide any software updates. First Trace may, at its sole option, provide error corrections for software errors.
First Trace may require a support services agreement adjustment at any time during the EOSL Period. First Trace will publish notice of support services agreement adjustments and updated pricing at least thirty (30) days in advance.
Automatic Case Escalation Support is not available for Products after the End of Service Life Date. Automatic Case Escalation Support includes First Trace escalating a case to a higher status level or to another support specialist to support resolution of problems for the covered Products.
First Trace will provide notice on its website of the affected Product’s EOL and EOS dates. Customers will also be notified of the EOS date and the last day when the product can be ordered through email notification.
Access to First Trace Technical Support will be available per the customer’s support services agreement for a period up to one (1) year from the EOV or EOL date.
First Trace will EOL Products that are two (2) or more “major” releases from the most current “major” release, where “major” release refers to the number preceding the decimal point in the version number. For example, as First Trace announces the release of Kinnosa Version 6.0, it would also simultaneously announce the EOL of any versions of Kinnosa 4.x and earlier.
First Trace will EOL support for operating system platforms and/or versions when the platform vendor issues its end of life notification of that operating system platform and/or version.
This tab describes the End of Service Life (EOSL) program and benefits for Kinnosa. The information covers the support status of every Kinnosa release.
Know when your Kinnosa release is nearing End of Service Life, for your planning, budgets and upgrades.
Remain compliant; many companies are required to purchase support for their software.
Make informed decisions about when to migrate to new technology or the latest release.
First Trace will typically provide contractual support on Kinnosa for two (2) years from the product End of Life (EOL) date as shown in the schedules. First Trace may elect to cease offering support for specific Kinnosa products before the end of the two-year EOSL period. If this occurs, First Trace will provide customers with at least three months notice of its plans to discontinue support.
Since each major release can have multiple maintenance releases and service packs, the First Trace Support Center maintains and provides build-level support and internal installations for the most current maintenance releases of each version. Customers are encouraged to be on the most current maintenance release to receive the highest level of support.