Scope
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.

 

Software Releases
 

  •     Release Definitions:

    •     “Major Release” means a new release of the Software as indicated by a change to the number to the left of the decimal point in the version number, for example, Version 2.1 upgraded to Version 3.0. Major Releases encompass new products, major architecture changes, major user interface (UI) changes, significant new features or capabilities/functionality additions, new solutions, substantial innovation, and bug fixes.
       
    •       “Minor Release” means a new release of the Software as indicated by a change to the number to the right of the decimal point in the version number, for example, Version 3.0 upgraded to Version 3.1. Minor Releases include updates to existing products, minor features, moderate administration or UI changes, and bug fixes.
       
    •       “Patch Release” Includes bug fixes, security fixes, and service packs. These releases will be incorporated into the next Minor Release.
       
  •     The Software product version numbering scheme is defined as follows.

    •       (Major).(Minor).(Patch). Example: 7.1.2, where Major Release is 7, Minor Release is .1, and Patch Release is .2.
       
  •    Ping Identity will make commercially reasonable efforts to adhere to the following guidelines:

    •       Ping Identity will provide Support Services for the two most recent Major Releases (for example, version 10.x, and 9.x) and the four most recent Minor Releases of the Software (for example, versions 10.1.x, 10.0.x, 9.3.x and 9.2.x). Notwithstanding the foregoing, Ping Identity will provide Support Services for (i) the latest Minor Release of the previous (N-1) Major Release (in the above example, version 9.3.x) and (ii) for a six-month grace period after a new Major Release, the latest Minor Release of the second previous (N-2) Major Release (in the above example, version 9.3.x would receive a six-month supported grace period following the release of version 11.0.x), even if such releases would not otherwise qualify under the preceding sentence. Support Services are provided only for the two most current Patch Releases of each supported Minor Release.
       
    •       For supported Minor Releases, Ping Identity will use reasonable good faith efforts to provide troubleshooting support for all Patch Releases associated with such Minor Releases notwithstanding the above. However, the implementation of any necessary bug fixes or similar measures will require Customer to upgrade to the latest Minor/Patch Release of the applicable Major Release, and Ping Identity does not guarantee that any fixes will be made available in unsupported Patch Releases.
       
    •      Integration Kits: Upon release of a new version of an Integration Kit, the previous version of the same Integration Kit automatically enters an end of support period for 12 months. At the end of the 12 month period, the Integration Kit will no longer be eligible for Support Services. Defect fixes are applied only to the current version of an Integration Kit.

Software Products


Ping Identity will use commercially reasonable efforts to provide:

 

  • At least six (6) months’ notice of an affected Product’s End of Sale Date. End of Sale Date notification is limited to situations in which Ping Identity is retiring an entire Product.
     
  • At least eighteen (18) months’ notice of an affected Product’s End of Life Date. This notice only applies to full Products being deprecated. End of Life Dates for versions of Software occurs automatically and is as set forth above in the section titled “Software Releases.”
     
  • At least twelve (12) months’ notice prior to the End of Life Date for third-party capabilities or Product features that cease to be supported by the Products.
     
  • At least six (6) months’ notice prior to the End of Life Date for mobile devices ecosystem related third party capabilities or features.
     

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.

 

Hosted Services

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:

 

  • The current version of the Hosted Service API or resource will be supported;
     
  • Once a new version of the Hosted Service API or resource is released, the previous version will also be supported for one (1) year; and
     
  • After this one (1) year period, previous versions of the Hosted Service API or resource will no longer by supported.


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:

 

  • At least six (6) months’ notice of an affected Hosted Service’s End of Sale Date. End of Sale Date notification is limited to situations in which Ping Identity is retiring an entire Hosted Service.
     
  • At least twelve (12) months’ notice of an affected Hosted Service’s End of Life Date. This notice only applies to Hosted Services being deprecated.
     

 

Hybrid Products

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:

 

  • The technology remains supportable per Ping Identity, including being free from unsupported dependencies on components provided by independent software vendors (ISVs) that are outside Ping Identity’s control; and

  • Technical support for issue resolution will be provided on a commercially reasonable basis.
     

Extended Software Support does not include:

 

  • Product/feature enhancement requests;
     
  • Hotfixes or patches;
     
  • New operating system support; or
     
  • Service level commitments related to Errors in the applicable Product.
     


Definitions

“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.
 

 End of Life (EOL) Software Tracker