Why is this policy important?
At Seequent, we look to find the best ways possible to provide you with the most reliable, high-quality service that we can. To support this, we have established this policy to gradually sunset (retire) support for older versions of the Seequent portfolio of desktop products.
Why is support for older versions being phased out?
Our focus is providing our customers with reliable, high performing products and support with enhanced performance, powerful new capabilities, improved security and more. To get the very best out of your software, we always recommend being on the latest version.
I pay Support and Maintenance. What are my current rights and expectations?
Over time, Seequent has used different licensing and subscription models for desktop software products.
The following table describes the rights that you have with each subscription type:
Support and Maintenance. What’s the difference?
Support describes the level of assistance you can expect to receive when you contact Seequent’s Customer Support team.
Maintenance describes the types of software updates you can expect to receive on the applicable versions and depending on the appropriate support “phase.”
What are the changes to the Support and Maintenance policy?
The Desktop Software Version Support Policy clearly outlines the new support phases, to be rolled out on a gradual, scheduled basis. The following table outlines the different phases:
A minor release will be supported in the same Product Support phase as its major release. The support for the minor release will expire on the same date as the major release.
For example, Leapfrog Geo 6.0, released in November 2020, will be in the “Supported Version” phase until December 31, 2022.
Leapfrog Geo 6.0.4, released in January 2021, will also be in the “Supported Version” phase until December 31, 2022 as this release is an update of the major release (6.0).
What Support and Maintenance do I receive under each of the phases?
When your Support and Maintenance is current, you will be entitled to receive major and minor releases of the software.
Minor releases will only be released against the most currently supported version of the product and not against previously released and supported versions.
A critical bug (issue) that renders the system unusable (i.e., software stops working), renders a major feature unusable (i.e., feature stops working) or produces results that are materially inaccurate or incorrect, may necessitate the unplanned, “immediate” release of a “Minor Release” of the software to address the issue.
Typically, the fix to address the issue will only be performed against the “Current Release” version of the software. The fix will not usually be applied to versions of the software that are in any other support category.
The Support and Maintenance you will receive at each phase is detailed in the tables below.
What is the duration for each of the support phases?
The duration of each phase is outlined in the table below.
The following infographic shows the different phases for a release:
I’m paying Support and Maintenance and using an older software version. Can I still receive support?
This policy provides the framework and guidelines for retiring old versions of the desktop products so that we can better provide you with a reliable, high-quality service. Support may be given as a one-off situation and in exceptional cases.
If I’m not getting full Support or Maintenance on the software version I’m using, why should I pay this?
Not only does this payment renew the support and maintenance phase but allows you to always update to the latest version of our software and to take advantage of improved functionality, performance, security and more.
I’ve already renewed my Support and Maintenance agreement. Am I still covered?
Yes, Seequent is currently supporting many historical versions of the desktop products. When this policy is implemented, some currently entitled to support may be immediately impacted.
If you are an existing customer on versions that have entered any of the support phases other than “Current Release” and “Supported Version” and are entitled to support and software updates – you will fall under the “Supported Version” phase (until the end of your current Support and Maintenance agreement or end of subscription).
Once your current Support and Maintenance agreement or your subscription has terminated, you will be entitled to the appropriate support based on the version and timing outlined in this document.
This table summarises the level of support that will be provided during the transition phase:
Some terms used in this document that you may not be familiar with:
|Support||The level of assistance you can expect to receive when you contact Seequent’s Customer Support department.|
|Maintenance||The types of software updates you can expect to receive on the applicable versions and depending on the appropriate support “phase.”|
|New features||New features provide new functionality and capability to the product that did previously exist.|
|Enhancements||Enhancements are improvements to existing features, functions, and capabilities and may also include items that improve the speed and performance of the software.|
Bug fixes address minor issues that may have been found in the software that produce unexpected results.
Bug fixes may also address minor user interface issues such as spelling mistakes, misaligned fields, and improvements in instructional, warning or error message text.
Bug Fixes will be included in Major and Minor releases of the product, as appropriate.
A software hotfix would be a special release of the software to address major and urgent (critical and blocker) issues with the software.
This would include issues that cause the software to not function, may impact the functionality of a major feature within the software, a security issue or produces results that are materially incorrect.
New environment certification
|New environment certification would include testing and any relevant changes to the software to support new versions of operating systems, Internet browsers or other third-party applications as appropriate.|
|Online Support Resources||Online Support resources include help files, knowledge base articles, training videos, etc. that are available to be accessed via the Seequent website or via My.Seequent.|
|Installation and licencing support||The Customer Support team will provide appropriate guidance and support to install or re-install the software and will help address any issues with licencing, including regenerating licence keys where appropriate.|
|Phone and Email Support workflow support||You can contact Customer Support via phone, email or through the website.|
|Remote Desktop Assistance||The Support team will use appropriate software to gain access to the user’s computer (upon permission) to assist in troubleshooting an issue.|