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Introduction


This document defines the end of support policy for SynetoOS and it describes the Support Services Syneto provides to business customers for Software covered under active Support Agreements. Syneto reserves the right to amend this Policy periodically. Updates, for each release, will be posted at www.syneto.eu


Scope


Syneto will deliver Support Services for SynetoOS Major Version Release or Minor Release in accordance with the terms of this Policy, including the section captioned “Limitations” below. Syneto will provide Support Services for Software when used in a Supported Configuration. Note that the provisions and definitions of your Support Agreement supersede any inconsistent terms in this Policy or in your License Agreement. You are entitled to receive Support Services during the term of your Support Agreement, based on the offering you purchased, and for Software installed at locations in which you are authorized to use such license, in the country or countries for which you have purchased Support Services.


Limitations

 

Syneto provides Support Services to address issues where your Major Release or Minor Release does not substantially conform to its Documentation and where the Software is used in accordance with its Documentation. Therefore, Syneto is not responsible to provide Support Services for Software that has been damaged by a deliberate act, misuse, accident, modification, natural disaster, act of nature, “act of God,” power failure or surge, unsuitable physical or operating environment, improper maintenance by you or others, or failure caused by components or technology that Syneto did not supply.

In addition, we are not responsible for any delay or inability to provide Support Services due to delays you cause or which are caused by network, system or telephone line problems, or by outages or denials of service or any events outside of Syneto’s reasonable control. Syneto is not obliged to provide Support Services for any Software operating in an Alternative Configuration. In the event you have not used, installed, serviced or implemented all Software in accordance with the Documentation, our Support Services may be limited or unavailable for your Software.


Language Support

 

We primarily provide Support Services in English. Our support center will use commercially reasonable efforts to provide language support during Regional Business Hours.


Support Lifecycle

 

Syneto provides different levels of deliverables under your Support Agreement depending on where your Software is in its lifecycle.

Syneto reserves the right to amend this Policy periodically and will post updates at www.syneto.eu. This Policy describes the support that Syneto provides to Software that reaches End of Support (“EOS”).


End of Support (“EOS”)

 

Support reaches End of Support when the Software Major or Minor Release is removed or archived from Syneto’s website.

 

SynetoOS Software release types and support policy are described below.


There are three types of Storage OS releases:

 

Major Release: A Major Release may contain one or more major feature enhancements or enablement of new software, in addition to quality enhancements. It is denoted by a change in the first digit in the SynetoOS number. For example, 4.0.0, 3.0.0, or 2.0.0 are all examples of a major release.

 

Major Release Support Policy


Syneto will support the current Major Release until the EOS date specified under this policy.

EOS for the current Major Release will typically be announced at the general availability (“GA”) of the applicable succeeding Major Release.

Each Major Release will be fully supported as upgrade for one year after its EOS announcement.

Each Major Release will enter Maintenance Mode upon reaching one year after its EOS announcement.

Maintenance Mode duration is 3 months. During Maintenance Mode, Syneto will take commercially reasonable efforts to provide basic support to customers using a SynetoOS release in Maintenance Mode provided that the customer has a valid support contract.

EOS for the Major Release is reached at the conclusion of Maintenance Mode. After EOS, Syneto will no longer provide support on that Major Release of SynetoOS.

Customers will need to upgrade to a fully supported Syneto OS release by the EOS date to benefit from technical support again.

 

Minor Release: A Minor Release may contain one or more feature enhancements or enablement of new software products, in addition to quality enhancements. It is denoted by a change in the second digit in the SynetoOS version number. For example, 4.2, 4.1, or 4.0 are all examples of a Minor Release.


Minor Release Support Policy


Syneto will support its most recent and two preceding Minor Releases (mR, mR-1, mR-2) of each supported Major Release (e.g. 4.2, 4.1 and 4.0).

EOS for mR-2 Minor Release will typically be announced at the GA of the applicable succeeding Minor Release (mR+1).

Each Minor Release will enter Maintenance Mode upon reaching every mR announcement. Maintenance Mode duration is 3 month. During Maintenance Mode, Syneto will take commercially reasonable efforts to provide basic support to customers. 

EOS for the Minor Release is reached at the conclusion of Maintenance Mode. After EOS, Syneto will no longer provide support for that Minor Release. Customers will need to upgrade to a fully supported SynetoOS release by the EOS date to benefit from technical support again.


Patch Release: A patch release may contain quality enhancements or fixes. It is denoted by a change in the third digit in the SynetoOS version number. For example, 4.2.2, 4.1.3, 4.0.3, are all examples of a patch release.

Syneto will support its most recent Patch Released for each supported Minor Release (e.g. 4.2.2, 4.1.3 and 4.0.3).


Support Services Syneto provides to business customers for Software are covered under active Support Agreements. 


Syneto reserves the right to amend this Policy periodically and will post updates at www.syneto.eu