a good thing!
To ensure delivery of innovative and cost-effective products, Ping Identity may periodically discontinue specific products or versions of products and hosted services, 3rd party product support (e.g. discontinued operating systems), or product features. At Ping Identity’s discretion, such products or services may be discontinued as set forth herein, regardless of the delivery method, including on-premise Software and Hosted Services.
This policy describes the intended communication and transition plans for discontinued products, versions, features and 3rd party support, and provides information required to plan for migration to replacement technologies. Any questions arising as to the interpretation of this policy or the application of this policy shall be as determined by Ping Identity in its reasonable discretion. Any conflict between this End of Life Policy (this “Policy”) and the terms of the Ping identity Support Policy (the “Support Policy”) that incorporates this Policy shall be controlled by the provisions of this Policy. This Policy is effective for all new Products or releases of existing Products, regardless of release date. All capitalized terms used but not otherwise defined herein shall have the meanings assigned to them in the Support Policy.
Ping Identity will use commercially reasonable efforts to provide:
Ping Identity will not provide Support Services past the specified End of Life Date unless Ping Identity agrees to offer and Customer purchases Extended Software Support.
Ping Identity will only support the current release of the Hosted Services and its associated platform.
Hosted Service APIs and resources that are made generally available to all customers for Ping Identity’s multi-tenant Hosted Service products are designed to evolve in a non-breaking fashion rather than rely on versioning to change. In the case of a breaking change that requires such an API or a resource to be versioned, the following describes the Ping Identity version support lifecycle:
In the event Ping Identity determines that a Hosted Service will no longer be developed or supported, Ping Identity will use commercially reasonable efforts to provide:
For all Hybrid Products, each component (Software or Hosted Services) will follow the relevant end of life policy as defined herein for such component.
Extension of Support Terms – Extended Software Support
In rare instances, and at Ping Identity’s discretion, Ping Identity may offer the option to purchase a reduced support offering following the End of Life Date. This Extended Software Support will include security patches and alerts and Restorative Support Services only.
Extended Software Support may be made available in Ping Identity’s discretion at an additional cost to Customer but only if Customer has a current Support Service subscription in effect on the End of Life Date. In cases of a Product past its End of Life Date, Extended Software Support availability is predicated on deployment and usage of the latest version of Software. Extended Software Support contracts are limited to a one-year term. Additional years may be made available at Ping Identity’s discretion and will be negotiated annually.
Extended Software Support will provide commercially reasonable workaround solutions under the following conditions:
Extended Software Support does not include:
“End of Life Date” or “EOL Date” means the last day that the applicable Product, Software version, Product feature and/or support of a 3rd party capability (e.g. operating system) is supported; following the EOL Date, the Product, version, feature or capability will no longer be improved, enhanced or supported, or otherwise eligible for Support Services under the Support Policy.
“End of Sale Date” or “EOS Date” means the date a Product is no longer generally available for purchase.
“Extended Software Support” means an individually negotiated Software support contract requiring a Ping Identity-approved quote for a Product or version where Customer requests and purchases support beyond the applicable End of Life Date.
“Full Service Software Support” means the standard maintenance and technical Support Services that Customer is eligible to receive under the Support Policy for Products that are Generally Available.
“Generally Available” means a Product is generally available for sale and to receive Support Services on Ping Identity’s current price books.
“Hosted Services” or “Services” both have the same meaning as may be utilized by either term in the Support Policy to refer to Ping Identity’s hosted, software-as-a-service solutions.
“Hybrid Product” means any Product that is sold as a combination of Hosted Services and Software.
“Products” means Software and/or Hosted Services.
“Restorative Support Services” means that Customer will be provided with step-by-step instructions for repairing and restoring a compromised Product implementation, but does not include enhancements, bug fixes, or support for significant external environment changes, such as an upgrade of an operating system or application. Restorative Support Services are in lieu of the Support Services that are provided under the Support Policy (also referred to as Full Service Software Support) for Products that are no longer eligible for such Support Services.
“Software” has the meaning set forth in the Support Policy.