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)
• End of support (EOS)

Maintenance and support through each phase

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

Upon GA of a newControlUp version, we no longer provide updates, bug fixes or security patches for the previous version. However, the previous version will continue to be supported until it reaches EOS. The EOM phase lasts from the GA date of the subsequent version until 18 months after the GA date of the subsequent version. For example, if ControlUp 8.5 has gone from GA to EOM upon the GA of version 8.5.1, it becomes EOS 18 months after that.

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

Upon GA of a newControlUp version, we no longer provide updates, bug fixes or security patches for the previous version. However, the previous version will continue to be supported until it reaches EOS. The EOM phase lasts from the GA date of the subsequent version until 18 months after the GA date of the subsequent version. For example, If ControlUp 8.5 has gone from GA to EOM upon the GA of version 8.5.1, it becomes EOS 18 months after that.

End of Support

Once a version release reaches its EOS date, you 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 our Knowledge Center or other online resources, those resources will no longer be updated and so these are provided on an as-is basis. You will need to use the version within the terms of the product license as-is.

Version Lifecycle Support Policy

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