Purpose
The Cytel Software as a Service (SaaS) Lifecycle Policy covers products that are hosted by Cytel and continuously supported.
Scope
Under this policy, when a new SaaS product version is made available, the new version replaces the previous version and only the most current version remains available for use. The current product version remains in support if the following criteria are met:
- Customers must stay current as per the servicing and system requirements published for the product.
- Customers must have an active valid license agreement to use the product.
- Cytel must currently offer support for the product.
Policy
Versioning System
Cytel uses the “major, minor, patch, date(QYY)” numerical versioning system for its SaaS software. Example: version 2.4.1.323 indicates the first patch release of the fourth minor version of the second major version of the software, released in Q3 of 2023.
Change Notification
Cytel follows a quarterly release schedule for its SaaS products. Cytel will confirm exact release dates to customers with a minimum of a 2 week notification for all releases of its software to allow customers to make appropriate preparations.
In the event of urgent security issues, emergency product patches, or other circumstances outside of Cytel’s control that may disrupt the availability of the system, Cytel will provide customers as much notification as is reasonably practicable.
Continuity and Migration
For products governed by the Cytel SaaS Lifecycle Policy, Cytel will provide customers a minimum of 12 months' notification prior to ending support if no successor product is offered—excluding free services or beta releases.
For products under existing lifecycle policies (such as the Cytel On-Prem Lifecycle Policy), Cytel will continue to provide servicing and support for a fixed amount of time. Products that have already launched with existing lifecycle policies will continue to be supported according to the published retirement dates.