End of Life (EOL) Policy
Policy
1. Issue
Issue 3.3
2. Applicability
This EOL Policy is applicable to the software products listed below.
- NetReveal Software Products, including:
- NetReveal Name Screening (formerly known as NetReveal Sanctions & PEPs screening)
- NetReveal Transaction Screening (formerly known as NetReveal Transaction Filtering)
- NetReveal AML Transaction Monitoring
- NetReveal Know Your Customer (KYC) / Customer Due Diligence (CDD)
- NetReveal AML for Correspondent Banking
- NetReveal Payment Fraud
- Sensa Software Products
- Sensa Investigation Hub
- SensaAI for AML
- SensaAI for Sanctions
3. Purpose
This EOL Policy summarises the approach to the ‘end of life’ of the SymphonyAI Financial Services software products listed above, to enable customers to make informed purchase, support and upgrade decisions.
This EOL Policy is only applicable where the software products are deployed in the Customer’s private or public cloud or own data centre and not to any ‘software-as-a-service’ or other hosted solutions hosted in and delivered from SymphonyAI’s managed cloud environment or hosting infrastructure.
4. Software Product Lifecycle
SymphonyAI’s key software product lifecycle milestones are summarised below:
The key lifecycle dates for the software products covered by this EOL Policy are given in attached Annex.
Where the Annex indicates a “not before” date for the EOSS and EOL dates, the exact EOSS and EOL dates SymphonyAI will announce will not be earlier than the dates shown.
Where the Annex does not indicate a “not before” date, the EOSS and EOL dates will be a minimum of 18 months from the date of the Notification of End of Life.
Formal announcements relating to General Availability, End of Standard Support (EOSS) and End of Life (EOL) dates will be made available on our website/portal, via the customer’s Account Manager, or otherwise notified to the customer by e-mail and incorporated as an update to the Annex to this EOL Policy.
4.1. General Availability (GA)
This is the date SymphonyAI makes a software product or release generally available to its customers.
GA releases are made available to customers with a valid and paid-up licence and support and maintenance agreement in the applicable feature level of the software product, in accordance with and subject to the terms of such customer agreement.
The customer is entitled to use the new or enhanced features or functionality of each GA release that are stated as being included in the feature level that the customer is licensed for under their customer agreement, such included features being as designated in the updated Documentation issued by SymphonyAI with that release.
Assistance with the installation of a new release (if required) can be obtained by separate agreement via a chargeable professional services engagement.
Customers are encouraged to upgrade to newer GA releases as they are made available to benefit from the latest functionality, performance enhancements, bug fixes, security updates and compatibility changes.
4.2. Notification of End of Life
This is the date that SymphonyAI publicly announces or begins notifying customers about the end of life of a software product and the associated EOSS and EOL dates (as defined below).
As part of the Notification of End of Life announcement, SymphonyAI will provide information and guidance on newer supported releases and/or alternative software products or services with similar or enhanced functionality and the potential migration/upgrade paths. Any alternative software products and services may be subject to additional subscription and implementation charges.
4.3. End of Standard Support (EOSS)
This is the date after which the software product is no longer maintained by SymphonyAI’s Engineering team, and as such no new developments, updates, upgrades, enhancements, security patches, vulnerability remediations, engineering fixes or other code changes are provided after this date.
The customer may be able to purchase limited Extended Technical Support (as described in Section 4.5 below) until the EOL Date however this is not always available and, even if available, is typically only offered to customers who are already in the process of upgrading/migrating to a supported SymphonyAI software product or service (as described in Section 4.5 below).
If the customer does not agree any Extended Technical Support with SymphonyAI, or if Extended Technical Support is not available, SymphonyAI will no longer provide any technical support to the customer on that software product with effect from the EOSS Date.
Customers should always plan to complete their upgrade/migration to a supported software product well in advance of the EOSS Date (and not seek to rely on Extended Technical Support, even if available) in order to maintain continuity in their level of support.
4.4. End of Life (EOL)
This is the date on which the software product is finally deemed ‘end of life’, after which SymphonyAI will no longer provide any technical support whatsoever, and any extant Extended Technical Support arrangements will automatically cease.
The EOL Date will typically be 12 months after the EOSS Date but in some cases the EOSS and EOL Dates may be the same (in which case no Extended Technical Support is available beyond the EOSS Date).
4.5. Extended Technical Support (ETS)
SymphonyAI may, at its sole discretion, offer Extended Technical Support for a software product following its EOSS Date, as described below.
Where available, such Extended Technical Support is subject to mutual agreement in writing by SymphonyAI (at its sole discretion) and additional charge. SymphonyAI will normally only agree to provide ETS for those customers who, prior to the EOSS Date, have signed an agreement committing to an upgrade/migration to a supported SymphonyAI software product or service but where this is not due to complete by the EOSS Date. However, ETS is not intended to be equivalent to standard technical support and customers should always plan to complete their upgrade/migration well in advance of the EOSS Date wherever possible.
If the customer did not agree any Extended Technical Support with SymphonyAI with effect from the EOSS Date and then subsequently requests it, this will also be subject to the customer paying the accrued fees associated with the period between the EOSS Date and the start of any agreed ETS period.
Extended Technical Support is provided on the following basis:
- SymphonyAI’s provision of Extended Technical Support is limited to using commercially reasonable efforts to resolve support incidents using known and existing workarounds, fixes or releases, or else using commercially reasonable efforts to provide new workarounds or fixes provided that these do not require any code changes in the underlying software product. No new developments, updates, upgrades, enhancements, security patches, vulnerability remediations, engineering fixes or other code changes are provided during Extended Technical Support. SymphonyAI will endeavour to respond to and resolve incidents in accordance with the target timescales set out in the applicable support and maintenance agreement, but any service credits (if previously agreed) will not apply.
- SymphonyAI’s provision of Extended Technical Support is: (i) limited to the extent that any relevant third-party products incorporated within, or integrated with, the software product remain fully supported by the applicable third-party vendor; and (ii) conditional on the customer not making any changes (e.g. patches, updates, upgrades) to the operating environment for the software product (including, without limitation, operating systems, infrastructure software and hardware, database servers or browser versions) without obtaining SymphonyAI’s prior written authorisation. The customer must raise any such requests in advance via SymphonyAI’s customer support portal, which SymphonyAI will either approve, reject or indicate that more detailed analysis and/or testing is required to determine the compatibility and continued supportability of the proposed change. Any such more detailed analysis or testing would be subject to additional charge to be mutually agreed.
- Extended Technical Support is only available until the EOL Date, at which point all extant ETS arrangements will automatically cease.
5. NetReveal Software Products
This Section 5 applies only to the NetReveal Software Products, listed in Section 2 (Applicability) above.
For the NetReveal Software Products, the Software Product Lifecycle and associated End of Life approach set out in Section 4 applies to both an overall software product and to major releases (as indicated by an increment to the “left of first dot” in the version number, N.x) and minor releases (as indicated by an increment to the “right of first dot” in the version number, x.N) of that software product. As such the End of Life may be announced for a minor release, a major release (including all associated minor releases) or the overall software product (including all associated major and minor releases). In each case the End of Life will follow the approach outlined in Section 4.
6. Sensa Software Products
This Section 6 applies only to Sensa Software Products listed in Section 2 (Applicability) above.
For Sensa Software Products, the Software Product Lifecycle and associated End of Life approach set out in Section 4 only applies to the overall software product, not to individual releases.
Sensa Software Products follow a continuous and frequent development lifecycle, with new releases made available typically every 1-3 months.
Customers are encouraged to deploy each release when it is made available in order to access the latest developments, updates, upgrades, enhancements, security patches, vulnerability remediations, engineering fixes and other code changes for the software product, as these are only provided on the latest release.
If a new release introduces a new major version of one of the constituent application programming interfaces (APIs) for the software product (as indicated by an increment to the “left of first dot” in the version number of the applicable API, N.x), the software product will continue to support the previous major version of the applicable API for a minimum of 12 months. This is to provide time for customers to upgrade, update or change their systems and operating environment to be compatible with the latest API. After such period, SymphonyAI may remove the previous API in the next regular release of the software product. Once an API has been removed in the latest release in accordance with the above, SymphonyAI will also no longer provide any technical support in respect of incidents which, in SymphonyAI’s reasonable opinion, are attributable to the customer’s continued use of that API (in any release of the software product).
Annex – Software Product Lifecycle Dates
NetReveal Software Products
|
Software Products |
Release |
General Availability (GA) |
Notification of End of Life |
End of Standard Support (EOSS) |
End of Life (EOL) |
|
NetReveal Name Screening NetReveal Transaction Screening NetReveal AML Transaction Monitoring NetReveal KYC/CDD NetReveal AML for Correspondent Banking NetReveal Payment Fraud |
V6.x |
Nov 2009
|
Apr 2019
|
Apr 2020
|
Apr 2020
|
|
V7.x |
Jun 2014
|
Oct 2022
|
Dec 2023
|
Dec 2024
|
|
|
V8.x |
Apr 2019
|
TBA
|
Not before |
Not before |
|
|
V9.x |
Oct 2022 |
TBA |
Not before |
Not before |
Sensa Software Products
|
Software Product |
General Availability (GA) |
Notification of End of Life |
End of Standard Support (EOSS) |
End of Life (EOL) |
|
Sensa Investigation Hub |
Oct 2023
|
TBA
|
Not before |
Not before |
|
SensaAI for AML |
March 2024
|
TBA
|
Not before |
Not before |
|
SensaAI for Sanctions |
April 2024
|
TBA
|
Not before |
Not before |