Document Process Automation Product Support Lifecycle Policy

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Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
st
July 2010

Page 1 of 10

















Document Process Automation
Product Support Lifecycle Policy
(European, Middle-Eastern and African Operations)



Version: 1.0

Effective 1
st
July 2010
Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
st
July 2010

Page 2 of 10
Table of Contents

1. Product Support Lifecycle Overview ...............................................................3
1.2 Lifecycle Terminology .........................................................................................................3
1.2 Product Lifecycle Categories ..............................................................................................3
2. Core Portfolio Product Support Policy ............................................................4
2.1 Category Summary ..............................................................................................................4
2.2 Product Lifecycle .................................................................................................................4
2.3 Core Portfolio Product Support Phases ...............................................................................4
2.4 Standard Support Phase ......................................................................................................5
2.5 Extended Support Phase .....................................................................................................5
3. Maintaining Product Support Policy ...............................................................6
3.1 Category Summary ..............................................................................................................6
3.2 Product Lifecycle .................................................................................................................6
3.3 Standard Support Phase ......................................................................................................6
4. Legacy Product Support Policy ........................................................................7
4.1 Category Summary ..............................................................................................................7
4.2 Product Lifecycle .................................................................................................................7
4.2 Legacy Product Support Phases ..........................................................................................7
4.3 Standard Support Phase ......................................................................................................8
4.3 Extended Support Phase .....................................................................................................8
5. End of Life (EOL) Policy ...................................................................................9
5.1 Summary ..............................................................................................................................9
5.2 Guidelines ...........................................................................................................................9
5.2 Milestones ...........................................................................................................................9
6. Continual Support ..........................................................................................10
Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
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July 2010

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1. Product Support Lifecycle Overview

This Product Lifecycle Support Policy provides consistent and predictable guidelines for
product support from the time a product is made generally available until it is withdrawn
from the market and ceases to have support. By understanding the product lifecycle,
customer are able to maximize the management of their IT investments and strategically plan
for product upgrades and changes.

1.2 Lifecycle Terminology
To understand the Bottomline Product Support Lifecycle Policy, it is important to know how
Bottomline uses the following terminology in context of the policy:

Term Definition
General Availability (GA) Product is released to market and available for purchase
Update Release Error corrections and maintenance releases to the Software
which are made available subject to availability in the
ordinary course of the Company’s business
Upgrade Release Software enhancements that may accomplish incidental,
structural, functional and/or performance improvements
that are made available subject to availability in the
ordinary course of the Company’s business.
Legacy Products A legacy product refers to a version of a product that has
been replaced with a newer GA product.
Technology Refresh A process that periodically changes in business needs. It
provides flexibility to upgrade systems to prevent
technology obsolescence.
Removed from general
availability
Product is no longer generally available for sale from
Bottomline but existing customer can still purchase options
End of Sale Product is no longer available for sale to any customers
1.2 Product Lifecycle Categories
This Product Support Lifecycle Policy provides clear guidance on the future support of all
our DPA products. Bottomline has defined three Product Lifecycle categories and all DPA
products have been placed into one of these, they are:

Term Definition
Core Portfolio Products These Products are available to new customers and are
actively marketed.
Maintaining Products Products that are still being developed but not no longer on
sale to new customers or actively marketed.
Legacy Products These Products are no longer being developed, on sale or
being marketed.
Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
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July 2010

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2. Core Portfolio Product Support Policy
2.1 Category Summary
Core Portfolio Products consist of all new and recent generally available (GA) product
releases from Bottomline. Once a new release or update of a core product is made generally
available, the prior release is automatically removed from general availability to new
customers. Existing users can purchase additional license options for their current product
version until the product is less than twelve (12) months from its end of standard support date
or sooner by market announcement. However, it is recommended that customers keep up-to-
date and regularly plan for upgrades.
2.2 Product Lifecycle
Bottomline will offer a minimum of eight (8) years of Standard and Extended support for
Core Portfolio products. Standard Support will be provided for five (5) years from when the
product becomes generally available. Extended Support will be provided for three (3) years
following the end of Standard Support. Bottomline may also provide Continual Support after
the expiration of Extended Support on a case-by-case basis.

YEARS
1
2
3
4
5
6
7
8
Standard Support Extended Support

2.3 Core Portfolio Product Support Phases
Through the policy, Bottomline will offer two phases of support. These phases include:
• Standard Support
• Extended Support

Support Phase
Standard
Extended
Phone Support
￿￿￿￿ ￿￿￿￿
Version Upgrades ￿￿￿￿ ￿￿￿￿
Product Updates ￿￿￿￿ Workarounds
Customer Care Portal (online)
￿
￿￿
￿

￿
￿￿
￿



Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
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July 2010

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2.4 Standard Support Phase
Standard Support is the first phase of the product support lifecycle.

This phase includes:
• Phone support through the European Customer Support Centre
• Product software upgrades offered at no charge
• Issue resolution via product updates
• Access to Bottomline Customer Care Portal


2.5 Extended Support Phase
Extended Support follows on from the Standard Support phase of the product support
lifecycle. The maintenance fee for Extended Support will be increased by 30% over and
above of the existing maintenance fee. This increase will be for the life of the extended
support period or until the customer migrates to a core portfolio product.

This phase includes:
• Phone support through the European Customer Support Centre
• Product software upgrades offered at no charge however, they might require technical
services or assistance to deliver the change. This may incur a fee.
• Due to the age of these releases issue resolution will be primarily via software
workarounds not updates
• Access to Bottomline Customer Care Portal


Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
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July 2010

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3. Maintaining Product Support Policy

3.1 Category Summary
Maintaining Products consist of products that are in a preserve development state. Products
in this category will continue to receive “technology refreshes” to support new releases of
operating systems, ERP’s, databases, and other technologies that integrate with the products.
Maintaining Products will move to the Legacy Product category as new Core Portfolio
Products are made generally available that replace the product or provide a migration path for
the product. Products in the Maintaining category are removed from general availability.

3.2 Product Lifecycle
Bottomline will offer Standard Support for all products in the Maintaining Product Category.
Products in the maintaining category will not be moved into the legacy category until a
replacement product or migration path to a core portfolio product is available.

Bottomline reserves the right to move a product from the maintaining to legacy category via
market announcement and provide at least three (3) months notice of this change.

3.3 Standard Support Phase
Standard Support is the first phase of the product support lifecycle. This phase includes:
• Phone support through the European Customer Support Centre
• Product software upgrades offered at no charge
• Issue resolution via product software updates
• Access to Bottomline Customer Care Portal
Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
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July 2010

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4. Legacy Product Support Policy

4.1 Category Summary
Legacy Products consist of products that are in a mature development state. Products in this
category are aligned with external market dependencies such as operating systems, ERP
systems, and third party software platforms that are no longer supported or approaching
extended support retirement dates. Products in this category will move into an End of Life
phase as they mature and as dependant technologies are no longer supported by their vendor.
The Product Support Lifecycle Policy for Legacy Products is located in the Legacy Product
Support Lifecycle Policy section in this document.

Products in the Legacy category are removed from general availability. A legacy product
release will reach end of sale 12 months prior to its extended support date or earlier by
market announcement.
4.2 Product Lifecycle
Bottomline will offer a minimum of three (3) years of Standard and Extended support for
Legacy Products still on sale when this policy document comes into effect. For these
products, Standard Support will be provided for two (2) years from the effective date of this
policy or an alternative date announced to the market. Extended Support will be provided for
one (1) year following the end of Standard Support. For products no longer on sale prior to
the effective date of this policy, Bottomline will offer one year of standard support and one
year of extended support.

YEARS
1
2
3
Standard Support Extended Support

Please note that Maintaining product that move into the Legacy category will adopt these
lifecycle timelines.
4.2 Legacy Product Support Phases
Through the policy, Bottomline will offer two phases of support. These phases are:
• Standard Support
• Extended Support

Support Phase
Standard
Extended
Phone Support
￿￿￿￿ ￿￿￿￿
Version Upgrades
￿￿￿￿ ￿￿￿￿
Product Updates ￿￿￿￿ Workarounds
Customer Care Portal (online) ￿￿￿￿ ￿￿￿￿


Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
st
July 2010

Page 8 of 10
4.3 Standard Support Phase
Standard Support is the first phase of the product support lifecycle. This phase includes:
• Phone support through the European Customer Support Centre
• Product software upgrades offered at no charge
• Issue resolution via product software updates
• Access to Bottomline Customer Care Portal

4.3 Extended Support Phase
Extended Support follows on from the Standard Support phase of the product support
lifecycle. The maintenance fee for Extended Support will be increased by 30% over and
above of the existing maintenance fee. This increase will be for the life of the extended
support period or until the customer migrates to a core portfolio product.

This phase includes:
• Phone support through the European Customer Support Centre
• Product software upgrades offered at no charge however, they might require technical
services or assistance to deliver the change. This may incur a fee.
• Due to the age of these releases issue resolution will be primarily via software
workarounds not updates
• Access to Bottomline Customer Care Portal

Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
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July 2010

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5. End of Life (EOL) Policy

5.1 Summary
At some point, all products will reach the end of their Product Lifecycle. This can be due to a
number of reasons including changes in technology or changing market demands or that the
product are replaced by functionally richer technology.

While this is an established part of the overall product lifecycle Bottomline Technologies
recognizes that the end of life milestones often prompt organizations to review the way in
which such end-of-sale and end-of-life milestones impact Bottomline products in their
environments.

5.2 Guidelines
All products that are defined as Legacy Products have been identified for end of life in the
near future. To help our customers manage their end of life transition and to understand how
Bottomline can assist in the migration to alternative solutions, we have defined the following
EOL Policy guidelines.

• Provide a product migration path or replacement product prior to EOL Policy
notification
• Provide customers a minimum of 1 year notification of changes in Product Support
Lifecycle status
• Provide a staged approach into EOL Policy

5.2 Milestones
Once a product has been identified for EOL, the Policy identifies three stages. These stages
are:

1. End of Sale – the date when the product is no longer available for purchase by
existing customers. This date is the first phase of the EOL Policy process. This is
typically one-year period to end of standard support but Bottomline reserves the right
to end of sale earlier or later.

2. End of Standard Support – this is the date when the product moves from the Standard
Support phase into the Extended Support phase.

3. End of Extended Support – the date when the product moves from Extended Support
phase to Continual Support. This is typically one-year period after end of standard
support but Bottomline reserves the right to adjust this period.



Bottomline Technologies

Product Support Lifecycle Policy (EMEA) – 1
st
July 2010

Page 10 of 10
6. Continual Support
Bottomline may elect to provide additional support beyond the Extended Support phase on an
exception or negotiated case-by-case basis. The maintenance fee for Continual Support will
increase by 30% over the existing maintenance fee and increase by 30% for each additional
year of continual support.

The Continual Support Phase includes:
• Phone support through the European Customer Support Centre
• Due to the age of the software issue resolution would be primarily via software
workarounds not updates
• Access to Bottomline Customer Care Portal
• Once the product moves out of extended support, upgrades will only be offered at the
discretion of Bottomline and may incur a software cost