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Release Numbering Support Policy

Maintaining Software Assurance:

It is imperative for WebSpy customers to maintain their Software Assurance to ensure access to the following services:

  • Version Updates
  • Discounted Crossgrades
  • Technical Support
  • Help Desk Services

Release Numbering

WebSpy uses a four-place numbering scheme to designate released versions of software. The format is VV.MM.RR.BB, where V indicates the major version number, M indicates the minor version number, R indicates the release number, and B indicates the build number. An example would be 4.2.2.6. Often in referring to general product versions and releases the release number and build number are omitted. For example, both 4.2.2.3 and 4.2.2.6 would generally be referred to as 4.2.

Version/Release

A version/release is a deliverable of a WebSpy product that is fully functional and is installable on the targeted platform through a standard installation program. A version/release is referenced using the V and M portions of the release number as described above.

Types of Releases

Maintenance Release

For the purpose of this support policy, a maintenance release is considered part of the main version/release. For example, 3.2.1.5 is supported as part of the 3.2 release.

Current Release

The most recently available version/release of a WebSpy product is commonly known as the 'current release'.

C-1 Release

The latest version/release to become generally available (GA) prior to the current release.

C-2 Release

The latest release/version to become generally available prior to the C-1 release.

Types of Support

Full Support

Full support is provided to customers based on the terms and conditions of their license agreement. Click here to contact WebSpy customer support.

Limited Support

 

As a product enters a limited support phase, the following guidelines apply:

  • New enhancements will not be made to the version/release.
  • Customer Support will direct customers to existing fixes/patches and workarounds applicable to the reported case.
  • WebSpy will only develop fixes for problems of high technical impact or business exposure for the customer. The degree of impact and exposure and the consequent activities will be determined jointly by the customer and WebSpy representatives.
  • Customer Support may direct customers to upgrade to a more current version/release of the product.

No Support

 

Product versions that are no longer supported will not appear on the individual product pages on the WebSpy Customer Support Web site. Information for unsupported releases is not necessarily available in our knowledge database.

Upgrades to new product versions are supported under your Software Assurance contract. Please contact your WEBSPY account representative for assistance.

 

Policy for WebSpy Products

WebSpy provides Full Support for the current version/release of all its products as well as one release preceding it (C-1). Additionally, WebSpy will provide Limited Support to the C-2 release for 12 months after the current release has been made available. Regardless of the number of supported releases, WebSpy will always provide at least Limited Support for a version/release for a period of at least 24 months from the date on which the version/release became generally available (GA).

Example: Using four version/releases of a product - 2.5, 2.3, 2.0 and 1.5, the following support policies would apply:

  • When 2.5 becomes GA, 2.5 and 2.3 are fully supported. Enhancement requests will only be accepted for the current (2.5) release.
  • 2.0 customers are provided limited support for 12 months
  • 1.5 is no longer supported, unless it has been less than 24 months since its release.

 

Within the Release Notes of a version/release, the support status of the current version/release and the three previous releases is provided within the Support Status portion of the document. Release Notes are provided with the version/release media and published on the WebSpy Web site.

In some cases, WebSpy may choose to extend its support of certain product lines beyond the dates specified in this document. Announcements to this effect will be made through the WebSpy Web site and the Proactive Notification service via the Release Notes of the affected product(s).

Additional Information

Additional information regarding the availability and support periods of certain product lines can be obtained from your local WebSpy representatives. Click here for contact details.

Please note that Proactive Notification email messages and the associated documentation is provided to WebSpy customers in English, at this point in time.