Last Updated: September 17, 2015
End of Life Policy
NodeSource provides Product Support of eligible software under the terms of this Product Support Policy as long as Customer maintains a current Subscription License . “Product Support” means the services described in this Product Support Policy and does not include one-time services or other services not specified in this Product Support Policy, such as training, consulting or custom development. This Product Support Policy is part of and subject to an agreement with NodeSource (the “Agreement”) that includes (unless Customer has executed a separate agreement with NodeSource) the Enterprise License Agreement for the licensed product, which can be accessed by navigating to the licensed product's page via our products listing at https://nodesource.com/products and the Purchase Agreement under which Customer purchased its Subscription License.
Product Support covers only the software delivered to Customer by NodeSource under the Agreement (the “Supported Software”). The Supported Software includes the open source software and other third-party components delivered to Customer by NodeSource. Similar third-party components might be available from other sources, but Product Support covers only the software delivered to Customer by NodeSource.
NodeSource will provide reasonable product and technical support to address questions concerning use of the Supported Software. Questions must be submitted through our support portal at https://support.nodesource.com. Product Support is provided in the English language only.
As part of Product Support, and at no additional license fee, NodeSource will provide Customer with all-new versions of the Supported Software that it generally releases, including all improvements, enhancements and bug fixes. All such new versions are provided subject to the terms of the Agreement. Product Support does not include any item that NodeSource licenses separately from the Software or that NodeSource makes available for an additional fee.
NodeSource will make commercially reasonable efforts to resolve any Issues submitted by Customer. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, or making a change to the Supported Software in a new release. An “Issue” is a material and verifiable failure of the Supported Software to conform to its Documentation. Product Support will not be provided for the following: (1) use of the Supported Software in a manner inconsistent with the applicable Documentation, (2) modifications to the Supported Software not provided by or approved in writing by NodeSource, or (3) use of the Supported Software with products or software not provided or approved in writing by NodeSource.
NodeSource will respond to submitted Issues based on their Priority Level. NodeSource will set the priority based upon the following Priority definitions.
- *Priority 1 (P1) Critical:* The problem results in catastrophic interruptions to a production system. - *Priority 2 (P2) Urgent:* The problem results in serious interruptions to normal operations and could negatively impact an enterprise-wide installation or urgent deadlines. - *Priority 3 (P3) Important:* The problem causes interruptions in normal operations that results in medium-to-low impact to normal operations. - *Priority 4 (P4) Minor:* The problem results in minimal or no interruptions to normal operations. Includes general usage, configuration, and troubleshooting requests.
- P1: 1 hour - P2: 4 hours - P3: 1 business day - P4: 1 business day
- *P1 and P2:* Monday-Sunday 24 hours per day - *P3 and P4:* Monday-Friday excluding US Holidays
- email, portal
Customer shall provide NodeSource with a detailed description of the issue and the steps to reproduce it. Additionally, Customer shall provide logs, process information, access to the Supported Software, and supporting analysis as reasonably required to allow NodeSource to resolve reported Issues.
Major releases are supported for 30 months. “Major Release” means a new version of the Supported Software made generally available by NodeSource with substantial improvements, enhancements and bug fixes, represented by a change in the number to the left of the first decimal point (such as a version change from 1.0 to 2.0). “Minor Release” means a version change represented by a change in the number to the right of the first decimal point and may include features and issue fixes.
Each Major Release begins with a 18-month Active support period followed by a 12-month Maintenance period. During the Active support period, features and issue fixes may be delivered via Minor Releases. During the Maintenance period, only critical defects and security issues will be fixed in patch releases. After the Maintenance period,, NodeSource will not support, in any way, a Major Release and/or any Minor Releases of that Major Release.
After the Maintenance period, the Supported Software has reached its End of Life (“EOL”) and NodeSource will not support, in any way, a Major Release and/or any Minor Releases of that Major Release. Product Support does not cover use of the Supported Software on platforms or operating systems that are no longer supported by the original vendor. Explicit support is provided for 64-bit Linux on Intel (2.6 and above) and Apple OS X 10.7 and above. Universal distributions of the Supported Software are supported in a best-effort manner.
Except as expressly provided herein, no modification of this Product Support Policy will be effective unless made in writing and signed by an authorized representative of each Party hereto. NodeSource may update the terms of this Product Support Policy, located at http://www.nodesource.com/products/support-policy, from time to time and will notify Customer of any updates to this Agreement via posting the updated terms to its website along with a “Last Updated” date, as well as using commercially reasonable efforts to notify Customer via mail, email, or other electronic communication. If Customer does not agree to the updated terms, Customer must contact NodeSource within thirty (30) days of the posting of such updated terms, and NodeSource will endeavor to resolve any issues with Customer regarding the updated terms. If NodeSource and Customer are unable to resolve these issues, NodeSource will refund to Customer a prorated amount of fees due under this Agreement based upon the time remaining on Customer’s license, if applicable. If Customer does not notify NodeSource within thirty (30) days of such an update and continues to access or use the licensed software, Customer is indicating that it agrees to be bound by the updated terms.