Policy - On-Premise Software Lifecycle

Purpose

The Cytel On-Prem Lifecycle Policy covers Cytel products that are installed locally and managed by the Customer.

Scope

This Cytel On-Premise Software Lifecycle Policy applies to on-premise (locally installed) products only. It provides:

• A defined support and servicing lifecycle timeline at the time of product launch, and

• A minimum of three years of product support.

To be eligible for support, customers on older versions of a product may be required to deploy the latest software version available at the time of the support request. For supported products, these upgrades will be supplied with no cost to customers.

This On-Prem Software Lifecycle Policy does not apply to all products. To see the specific support and servicing start and end dates for each applicable on-premise product, please refer to the table below.

Policy

Version Support

As part of the effort to continually improve Cytel software, major and minor feature releases and patch updates are created and released. These releases and updates are version controlled and made available for installation.

Cytel uses a “major, minor, patch” numerical versioning system for its software. Cytel additionally appends a build number to the version.  Example: version 2.4.1.27 indicates build twenty-seven of the first patch release of the fourth minor version of the second major version of the software.

• Cytel will notify customers via email 2 weeks in advance of a software release.
• When a new version is released, Cytel provides one year of support for the previous version.  Cytel publishes specific support timelines for a previous version when the new version is released (See table below).
• Cytel will provide customers a one-year notification prior to ending support if no successor product is offered or planned.
• When support for a version ends, commercially reasonable support will continue to be available, as described below.
• When support for a product ends, support for all versions of that product also ends. The product's lifecycle supersedes the version support policy.

Customers are highly encouraged to stay on a fully supported version to ensure they are on the latest and most secure version of their product.

For customers on supported products with versions that have left the support period, Cytel offers commercially reasonable support as follows:

• Commercially reasonable support for incidents will be provided through Cytel Customer Support. If the support incident requires escalation to software development for further guidance, customers will be asked to upgrade to a fully supported version.
• Commercially reasonable support does not include an option to engage Cytel product development resources; technical workarounds may be limited or not possible.

This support policy permits customers to receive existing version updates or to request new version updates for the fully supported versions during the support period.  It is strongly recommended that customers evaluate and install current versions in a timely manner to make sure that systems are up to date with the most recent security and feature fixes.

Custom Software

Customers may engage Cytel to develop custom functionality or software to support business needs not addressed by Cytel’s commercial offerings.  To better maintain and support the customer, Cytel may endeavor to incorporate such functionality into a commercial offering.  If custom functionality is made available in a Cytel commercial offering, the previous support arrangement for the custom software will remain in effect for one year, after which time, the customer will be asked to migrate to the commercial offering without financial impact for one year.

Product Support Periods