End of Life Policy

Purpose

This End-of-Life Policy is designed to guide customers through the transition as specific features and agent software versions reach the end of their lifecycle. Factors leading to an end-of-life announcement include technological advancement, market evolution, new product releases, and strategic direction shifts. Our aim is to help customers plan for and migrate to newer, supported features and versions of our software to ensure continuity and security in their operations.

Scope

This policy applies to all software products, including features and agent software versions, provided by 9Line. Each specific feature and version released by 9Line is subject to this policy.

Policy Details

Notification of End of Life

Announcement: We will strive to provide at least three months' advance notification for the End-of-Sale (EOS) when relevant and End-of-Life (EOL) dates for our software features and agent versions. However, circumstances may sometimes require a shorter notice period. We pledge to provide our customers with the earliest possible notice. Notifications will be posted on our support portal website and emailed to customers.

End of Sale Date: The last date a particular feature or service can be purchased or subscribed to. After this date, it will no longer be available for new sales or subscriptions.

Support After End of Sale

Last Day of Support (LDOS): We will continue to provide technical support and security updates for the software feature or agent version for up to three (3) months following the EOS date.

Updates and Maintenance: Critical security patches and updates will be provided during the three-month period after the EOS date. Beyond this period, customers must migrate to a supported feature or version.

Migration Assistance

We will offer guidance and information to help customers migrate to newer, supported software features and agent versions. Assistance will be available through our customer support channels.

Subscription and Renewal

Renewals: Customers can renew their subscriptions with features announced for EOS/EOL if the renewal term does not extend beyond the LDOS.

New Contracts: No new contracts will be initiated for the software feature after the EOS date.

Third-Party Systems

9Line integrates with various third-party systems, such as phone systems, session border controllers, and virtualization platforms. Support for third-party software and systems is provided by their respective publishers or manufacturers. While 9Line does not support these third-party products, customers must use versions supported by the publisher or manufacturer. It is important to note that 9Line cannot provide assurances its software will work as expected with third-party software or hardware that is no longer supported or has reached its end-of-life.

Roles and Responsibilities

9Line is committed to supporting our customers through EOL transitions, providing information and guidance to ensure a smooth and secure migration to newer software features and versions.

Additional Information

Customers are encouraged to visit our support portal regularly for updates on our EOL policy and to subscribe to our notification service 9Line Status and Notifications for timely information on end-of-life announcements.