End-of-Life and Support Policy

Introduction: All applications reach their end of life, and it is good practice to continually update and release new versions for reasons such as improved security or enhanced functionality. This End-of-Life and Support Policy outlines our obligations (and related timelines) to supporting you through the lifecycle of our installed CEIC Applications such as the CDMNext Excel Add-in, WPS Add-in and CEIC Data Bridge.

Support Window: The support window for each release of a CEIC Application will be a duration of 24 months from the software's initial release date. During this period, users are entitled to receive technical support, updates, and patches to ensure the proper functioning of the software.

Support Services: During the 24-month support window, the following services will be provided:
1. Technical Support: Assistance with the installation, configuration, and usage of the software.
2. Software Updates: Regular updates containing bug fixes, security patches, and minor feature enhancements.
3. Compatibility Updates: Ensuring the software remains compatible with major operating systems and third-party components.
4. Security Updates: Prompt delivery of patches to address any identified security vulnerabilities.

End-of-Life (EOL): After the 24-month support window, a CEIC Applications will reach its End-of-Life stage. This means that no further updates, patches, or technical support will be provided for the software. Users are encouraged to transition to the latest version or an alternative solution.

Transition Period: To facilitate a smooth transition, a 6-month grace period will follow the end of the support window. During this time, critical security issues may be addressed on a case-by-case basis, but no routine support or updates will be provided.

Upgrade Path: Users are encouraged to upgrade to the latest version of the CEIC Application or migrate to a supported alternative before the end of the 6-month transition period. Upgrade options, instructions, and any associated costs will be communicated to users in advance.

Notification: Users will be notified at least 3 months before the end of the support window and EOL date through email, in-app notifications, and on our marketing website. These notifications will include information about the upcoming end of support, recommended actions, and the availability of upgrades.

Contact Information: For inquiries related to this End-of-Life and Support Policy and for upgrading your application, please contact our support team at helpdesk@ceicdata.com.