Product Maintenance

Prerequisites

  • Scope
    • Support Options are provided within the scope of the Product Maintenance terms below.
  • Applicability
    • Product Maintenance is included with the commercial product license.
    • Product Maintenance is not available with the Open Source license.

General Terms

See detailed information with this document: sos_product_maintenance_services_customers.pdf

Product Maintenance Services

 

Product Maintenance

Product Maintenance is a service for all customers that provides bug-fixes from the General Availability date through to the Last Public Maintenance Release: see also the Product Life Cycle article for more information.

  • Target Audience
    • The SOS provides support for all customers with a support contract.
  • Scope
    • Product Maintenance provides customers with releases after the General Availability date up to the end of the Maintenance Period.
    • Should a critical error be detected in a release during its Maintenance Period then the SOS would fix that bug in a way that does not require complete testing of the release. Testing could be reduced to the bug-fix, instead of a full test of the scheduling environment. In such cases the SOS would apply the bug-fix to the latest minor version of that release, e.g. 1.7.3.
  • Charging Model

Defect Support

  • Analysis and Resolution of Product and Documentation Defects
  • Workarounds are communicated if applicable

Build and Installation Support

  • Support for customers to build binaries from source code​

Long Term Support

  • Option to prolong the Product Maintenance of a release (one year after General Availability) up to three years starting from the Last Public Maintenance Release.
  • SOS defines one release yearly for Long Term Support.

… more information

New Releases

  • Access to new features and components that become available
  • Support for system environment updates (operating system, DBMS)