Software & System Version Update and Support Requirements
The customer agrees to keep their software installation on one of the two latest versions provided by the vendor. When a new major version is released, the customer may stay on the previous major version for up to six months. During this time, the customer must maintain their software on one of the two latest versions within that major version, including all security patches and minor updates.
The customer is responsible for allocating the necessary resources to perform updates or upgrades. The vendor will assist as needed, and the customer agrees to take all commercially reasonable steps to provide the information or access required by the vendor to facilitate this assistance. The vendor shall not be liable for failing to stay current on the software if the customer does not allocate the necessary resources or provide the vendor with the required access to assist.
The customer is responsible for routine and preventative maintenance on their systems, including but not limited to, disaster recovery backups, operating system updates, and implementing anti-virus protection. The vendor may direct additional maintenance actions to support the software's continued functionality.
The customer acknowledges that the vendor may, at its discretion, determine the need to switch from one system, software, or component to another due to changes in licensing terms, technology evolution, security concerns, or other operational requirements. In such cases, the vendor will provide notice and necessary guidance for transitioning to the new system or software, which may include alternative products or forks.
The customer agrees to implement the recommended changes within the timeframe specified by the vendor to ensure continued support. This includes installing new components, removing deprecated ones, and making any configuration changes as advised by the vendor.
Support Eligibility and Version Compatibility
Technical support services will only be provided to customers who maintain their software installation in accordance with the requirements outlined in the "Software Version Update and Support Requirements" section. Failure to comply with these requirements may result in the vendor discontinuing support until the customer meets the necessary criteria.
The vendor is not liable for any issues arising from using outdated or unsupported versions. Any support provided for outdated software versions may incur additional charges at the vendor's discretion, and the vendor reserves the right to discontinue support for obsolete versions.
The vendor is also not responsible for system stability or performance issues that arise due to faults or deficiencies in the customer's underlying systems or infrastructure, including but not limited to server hardware, operating systems, database applications, and network infrastructure.
Support services do not cover these underlying systems, which remain the sole responsibility of the customer.