Syneto provides support for SynetoOS versions in accordance with the terms of this Policy.
Support reaches its end (“EoS”) when the software version (major or minor) is removed or archived from the Syneto website.
The "Customer" represents the company or person who placed a Syneto order and who purchased the support services.
Major release - A major release is indicated by a change in the first digit of the SynetoOS version number (eg 4.0.0, 3.0.0, 2.0.0). EoS for major releases is reached at the end of maintenance mode. The maintenance mode lasts 3 months and begins 1 year after the announcement of the general availability ("GA") of the next applicable major release.
Minor release - A minor release is indicated by a change in the second digit in the version number of the SynetoOS (eg 4.2, 4.1, 4.0). EoS for minor releases is reached at the end of maintenance mode. The maintenance mode lasts 3 months and begins after the announcement of the availability of a new minor release for the same major release.
Patch release - A patch release is indicated by a change in the third digit in the version number of the SynetoOS (eg 4.2.2, 4.1.3, 4.0.3). The EoS for the patch releases coincides with the EoS of the minor release for which the patch was released.
Syneto provides support to solve problems where a major or minor release of the software does not substantially comply with its documentation, in the places where the Customer is authorized to use the software license and according to the chosen Support Plan and the services contained.
Therefore, Syneto does not provide support services for software that has been damaged through intentional act, misuse, accident, modification, natural disaster, power failure, inappropriate operating environment, improper maintenance or failure caused by components not supplied by Syneto.
Furthermore, Syneto is not responsible for any delays or inability to provide support services due to delays caused by the Customer or to network, system or telephone line problems, service interruptions or any event beyond the reasonable control of by Syneto.
Syneto is not forced to provide support services in presence of alternative configurations. In the event that the Customer has installed hardware not directly supported by Syneto or implemented the software in a way that does not conform with the documentation, the support services may be limited or suspended.
Syneto provides different levels of support under the chosen Plan and reserves the right to periodically change this policy on the official website.