Software Product : Any binary software programs listed in the standard price lists published by First Trace from time to time, any updates/upgrades, and any related user manuals or other documentation.
End of Life (EOL) : First Trace determines that the Software Product will no longer be licensed or sold.
End of Sales (EOS) : First Trace no longer offers a specific version of a Software Product for sale and it is the last date to order the Software Product.
End of Version (EOV) : First Trace no longer licenses a specific version of a Software Product but continues to license new versions of the Software Product.
Last Ship Date (LSD) : The date that First Trace ceases to ship a specific version of a Software Product, or the Software Product, as indicated in the EOV or EOL announcement issued by First Trace.
End of Support Life (EOSL) Date : The date announced by First Trace upon which First Trace intends to cease providing Palladium subscription support for a Software Product.
Version 1.1.3 November 1, 2011
General Support Terms
After the End of Service Life Date for a given product, First Trace may agree to support the product, but the the following additional terms for support will apply:
First Trace will not provide any software updates. First Trace may, at its sole option, provide error corrections for software errors.
First Trace may require a support services agreement adjustment at any time during the End of Service Life (EOSL) Period. First Trace will publish notice of support services agreement adjustments and updated pricing at least thirty (30) days in advance.
Automatic Case Escalation Support is not available for Products after the End of Service Life Date. Automatic Case Escalation Support includes First Trace escalating a case to a higher status level or to another support specialist to support resolution of problems for the covered Products.
First Trace will provide notice on its website of the affected Product’s EOL and EOSL dates. Customers will also be notified of the EOSL date and the last day when the product can be ordered through email notification.
Access to First Trace Technical Support will be available per the customer’s support services agreement for a period up to one (1) year from the EOV or EOL date.
First Trace will EOL Products that are two (2) or more “major” releases from the most current “major” release, where “major” release refers to the number preceding the decimal point in the version number. For example, as First Trace announces the release of Kinnosa Version 6.0, it would also simultaneously announce the EOL of any versions of Kinnosa 4.x and earlier.
First Trace will EOL support for operating system platforms and/or versions when the platform vendor issues its end of life notification of that operating system platform and/or version.
Version 1.1.3 January 7, 2014
Problem Response Time Policy
All problems reported to the Technical Support Center are initially handled by a Tier 1 Support Techician who works to identify and solve your reported problem. If the problem is not resolved during an initial contact, the Techician verifies the problem definition and does additional research. If the Tier 1 Techican cannot resolve the problem, the case is escalated to a Tier 2 Support Specialist.
The table below displays the target support levels for the initial response and update frequency for open issues involving production software. The goal for an initial response after a problem is first reported is based on the support level and priority of the problem. The Technical Support Center team makes every attempt to contact the customer who reported the problem within the response time goals described below.
Initial Response Time
Frequency of Updates
Platinum Level Support
Emergency production issue, system operation affected
Operational issue, does not prevent system operation
1 business day
Every 10 business days
How to questions, no business impact, enhancement requests
2 business days
Every 30 business days
Normal Business Days exclude official holidays and reflects local Arizona time. For example, if you have normal business hours coverage and are entitled to an initial response within four coverage hours, a support request made in the afternoon may not receive an initial response until the next business day. If you have 24/5 coverage, response times are not affected by evenings. The stated initial response times may not be available in all locations and may vary by country.
Version 1.1.4 November 11, 2013
Problem Escalation Policy
If a problem is not resolved within the targeted time interval, a predefined escalation process is started automatically. The problem is escalated to the next higher technical tier for resolution.
The Technical Support manager takes ownership of the problem and is responsible for researching the case and developing an action plan. If an escalated situation requires an even higher level of attention, a report will be made to the Chief Technology Officer who, in turn, will report any cases that need further assistance to the Vice President of Customer Service. Customers may also request escalation to a higher level whenever they feel it necessary.
Basic Case Escalation Flow
Version 1.1.4 October 21, 2013
End of Support Life Policy (EOSL)
First Trace typically makes support available for a minimum of two (2) years after the Last Ship Date. First Trace may elect to cease offering support for a specific Software Product before the end of the two-year End of Service Life (EOSL) period. If this occurs, First Trace will provide Customers with at least three months notice of its plans to discontinue support. If First Trace accelerates the End of Service Life Date, then First Trace’s sole obligation regarding then existing support contracts will be to provide a pro-rated credit on the service contract line item.