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AVEPOINT SUPPORT LIFECYCLE POLICY

OVERVIEW

The AvePoint, Inc. ("AvePoint") Support Lifecycle Policy provides consistent and predictable guidelines for product support availability when a product releases and throughout that product’s life. By understanding the product support available, customers are better able to maximize the management of their IT investments and strategically plan for a successful IT future.

AVEPOINT'S SUPPORT LIFECYCLE POLICY

AvePoint is committed to providing support for all software products according to the following policy:

Mainstream Support will be provided for the later of: (i) five (5) years from the initial release of the product; or (ii) two (2) years after the successor product is released. In either case, AvePoint will provide Mainstream Support for the duration of that final calendar year of support. Mainstream Support means AvePoint's normal support offerings as set forth in the Support Addendum of AvePoint's Master Software License and Support Agreement and includes, but is not limited to, service packs, cumulative updates, hotfixes/bug fixes, product design change requests from customers, and new feature requests from customers

Self-help Support is available for all customers for the duration of a product’s life. Self-help Support resources means freely available online content: Knowledge Base articles, online product information, etc.

SERVICE PACK SUPPORT LIFECYCLE POLICY

Service Packs are supported for two (2) years from the date of a new Service Pack’s release. In terms of priority, the AvePoint Support Lifecycle Policy precedes the Service Pack Support Lifecycle Policy.

SPECIAL ANNOUNCEMENT FOR DOCAVE 5

Under normal circumstances, AvePoint provides Mainstream Support for the later of: (i) five (5) years from the initial release of the product; or (ii) two (2) years after the successor product is released.

However, to support the large number of customers who still use SharePoint 2007, AvePoint will provide Mainstream Support for DocAve 5 until at least 2019. Early in 2017, AvePoint will reevaluate this policy and notify all DocAve 5 customers if Mainstream Support will be extended beyond 2019.

AVEPOINT SUPPORT LIFECYCLE POLICY FAQS

  • What is the Support Lifecycle Policy?

    The AvePoint Support Lifecycle Policy standardizes AvePoint product support policies for our customers.

  • Does this policy affect U.S. customers only, or is this policy global?

    The AvePoint Support Lifecycle Policy is a worldwide policy.

  • What is the difference between Mainstream Support and online Self-help Support for software products?

    Support Provided Mainstream Support Self-help Support
    Paid support
    Design changes and feature requests
    Service Pack support
    Cumulative Update support
    Product-specific information that is available by using the online AvePoint Knowledge Base
  • When does support end for DocAve 6 Service Pack 2?

    Service Packs are supported for two (2) years from the date of a new Service Pack’s release. In terms of priority, the AvePoint Support Lifecycle Policy precedes the Service Pack Support Lifecycle Policy.

    DocAve 6 Service Pack 2 was publicly released in February of 2013. The next DocAve 6 service pack (Service Pack 3) was publicly released in July of 2013. Two (2) years from the Service Pack 3 release date is 2015, so Service Pack 2 will be supported until the end of 2015.

  • Where can I find AvePoint’s License and Maintenance Agreements?

    For a global list of AvePoint's License and Maintenance Agreements, visit www.avepoint.com/license/license.html.