End of Support Policy
Last updated May 31, 2023
N‑able Technologies, Ltd. (“N‑able”) continuously improves its Software (as defined in the Software Services Agreement). Our Software is constantly updated, and earlier versions will be retired or discontinued when they are superseded by better technology. This policy is intended to help N‑able’s partners understand the milestones and timeframes related to support of Software Releases that are being retired or discontinued, and includes information on N‑able’s Software provided as a service (SaaS) and its on premises, locally installed Software.
The Software is provided according to the terms and conditions outlined in the Software Services Agreement, End User License Agreement, and Software Support and Maintenance Terms and Conditions. All terms not defined in this policy have the same definition as the Software Services Agreement or the Software Support and Maintenance Terms and Conditions.
This End of Support Policy does not apply to any third-party products. If N‑able discontinues the provision of a third-party product, it will use commercially reasonable efforts to (i) provide its customers with reasonable advance notice of such discontinuance; and (ii) replace the discontinued third-party product with another product containing substantially similar functionally.
Product Timeline from General Availability to End of Support
General Availability Date
The date that Software becomes generally available to the public is its General Availability Date. After the General Availability Date, N‑able will provide Software Support in accordance with the Software Support and Maintenance Terms and Conditions, including active support of the Software Release with bug fixes, workarounds, and/or patches for critical bugs.
End of Support Announcement
An End of Support Announcement marks the beginning of the End of Support process for a Software Release. N‑able generally sends partners an End of Support Announcement at least 90 days prior to the End of Engineering date (as defined below).
End of Engineering
The End of Engineering (EOE) Date means the date N‑able will cease engineering support, including all bug fixes, enhancements, and/or security updates related to the Software feature or Release. When a Release reaches the End of Engineering date, it will no longer be actively supported by engineering. Software Support will be available until the End of Support Date.
End of Support
The End of Support Date is thirty (30) days after the End of Engineering Date, and during this time Software Support can provide access to previously released hot fixes, service releases, and patches. However, Software Support will not include nor will it create any new bug fixes or feature additions or requests for Software that is past the End of Engineering date.
Software Releases are generally supported for a minimum of twelve (12) months from their introduction. N‑able provides its partners with at least 90 days’ notice prior to End of Support for a Release.
N‑able generally provides Software Support for the current Release and previous Releases of Software; however, we reserve the right to cease Software Support for any Release after it is made Generally Available, and to discontinue Software Support of a Release at any time for reasons related to security or performance.
General Disclaimer
N-ABLE SHALL NOT BE LIABLE FOR ANY CLAIMS OR DAMAGES RELATED TO USE OF THE SOFTWARE PAST THE END OF SUPPORT DATE, INCLUDING BUT NOT LIMITED TO ANY DEGRADATION OR INTERRUPTION OF THE PRODUCTS. ANY USE PAST THE END OF SUPPORT DATE SHALL RESULT IN THE INVALIDATION OF ANY AND ALL AGREEMENTS AND OBLIGATIONS RELATED TO SOFTWARE SUPPORT.