ControlUp Version Lifecycle

These dates refer to both the Hybrid-Cloud and On-Premises installations. This includes ControlUp Agents, Insights On-Premises, Solve On-Premises or other software that accompanied the above-listed version.

ControlUp versions progress - three lifecycle phases

The three phases in the lifecycle of a ControlUp version are General Availability (GA), End of Maintenance (EOM), and End of Support (EOS).

Maintenance and support through each phase

General Availability (GA) to End of Maintenance (EOM)

Upon General Availability, the released ControlUp version is fully supported and maintained until the End of Maintenance date, which is the General Availability (GA) date of the next version. For example, when ControlUp 8.2 is GA, it becomes EOM upon the GA of ControlUp 8.5. During GA, ControlUp delivers code-level maintenance such as product updates or upgrades.

From January 2022, only versions from 8.x are maintained and supported and Hybrid-Cloud customers will be able to use only versions 8.x. Any customers still using versions 7.x will not be able to log into the cloud services.)

It is highly recommended to always use the latest version as it includes the latest features and security patches.

End of Maintenance (EOM) to End of Support (EOS)

After a version release reaches its End of Maintenance date, upon GA of the next ControlUp version, code-level maintenance is not provided for the previous version; however, the previous version will continue to be supported until it reaches End of Support. The EOM phase lasts from the GA date of the subsequent version until two calendar years after the GA date of the subsequent version. For example, If ControlUp 7.3 has gone from GA to EOM upon the GA of version 7.4, it becomes EOS (End of support) two years after that. ControlUp 7.4 has a GA date of June 2019, so ControlUp 7.3 is EOM from June 2019 to June 2021, at which point it becomes EOS.

End of Support

Once a version release reaches its EOS date, the customer may continue to use the version within the terms of the product licensing agreement but the available support options are limited. While there may be historical information in the Knowledge Center or other online resources, those resources will no longer be updated and so these are provided on an as-is basis. The customer will be using the version within the terms of the product license as-is.

The Version Lifecycle Support Policy is intended exclusively for the benefit of ControlUp customers with respect to the product they purchase. It is not intended to benefit any third parties or apply to any third-party products. ControlUp reserves the right to make changes to its Version Lifecycle Support Policy, for all versions or a particular version, at its sole discretion, from time to time, as business needs require, without notice. The Version Lifecycle Support Policy article will be updated with respect to any changes as of their effective date. For the purpose of this policy, the following support definitions apply:

Support

• General troubleshooting of a specific issue to isolate potential causes

• Issue resolution via configuration changes, existing version updates, or upgrades

Maintenance

• Resolving an issue through version code modification, if needed

• Typically delivered via version update or upgrade

• If a subsequent release contains the fix, the customer may be required to upgrade to the new release