We are continually developing and enhancing the products that we offer to ensure that they are relevant, secure and meet your requirements. This continuous improvement program means that we periodically have to stop supporting older releases in favour of current code levels and very occasionally transition away from selling or servicing old products.
This policy describes how support is handled for older code and transitioned (discontinued) products and is to help our customers plan their support in these situations. As situations change (technology, industry, regulation, etc.) we may update this policy so we encourage you to check this page occasionally for updates.
Definitions:
Product: NE-ONE hardware and software solution or software only (Virtual/Cloud) solution as described on the product price list.
End-of-Life: The date a Product is no longer available for sale.
End-of-Support: The date a Product is no longer supported.
License Upgrade: Products on the price list that, through a license key or software upgrade, improves capacity or enhances the features to the product without requiring additional hardware.
Support and Maintenance: The period a Product is contractually covered by Calnex Support Service (CSS). Under CSS customers have access to the latest software releases.
End-of-Life and End-of-Support
End-of-life notices are issued before we remove a Product from our ordering system and price list. The end-of-life notice includes an end-of-support date that is at least twelve (12) months or the length of any prevailing CSS, whichever is the longer. Regardless, we endeavour to make our end-of-life notices as long as possible.
Where a product is on CSS and until the applicable end-of-support date for the Product we will continue to offer services on the following basis:
- Telephone, email and access to the NE-ONE Support Site.
- Hardware defect repair and replacement services, including repair and/or replacement of component parts of the Product but we reserve the right to substitute functionally equivalent Products parts or Product replacement.
- Individual software patches and bug fixes or as minor or major software releases for the Product.
- Supply of GA minor or major software releases for the product, except where precluded by hardware limitations.
The end-of-support date for a Product applies to all License Upgrades associated with the Product. We may, at our absolute discretion, make available for purchase License Upgrades for up to three years after the end-of-life date of a Product on the following basis:
- If we sell a License Upgrade for use with a Product after its announced end-of-life date, that sale will not change the previously announced end-of-life or end-of-support dates for that Product. In addition, supply permitting and at our absolute discretion, we may continue to make available for purchase new or refurbished hardware associated with the Products and/or excess inventory after the end-of-life date.
- If we sell new or refurbished hardware after its end-of-life date, that sale does not change our published end-of-life or end-of-support dates for that Product.
Version Support
Customers covered by contracted CSS can obtain new versions of our software by downloading the updates from the NE-ONE Customer Support Portal.
Software releases are designated by the form X.Y.Z (where X, Y, and Z are integers) and are characterized as follows:
X Year
Y Month
Z Build Number
X and Y are only changed for significant new features and enhancements and may also contain minor new features and software error corrections.
Z is incremented for software error corrections (maintenance) to existing features and may occasionally contain minor new features that we decide to provide as part of the release.
Our standard practice is to provide software CSS on the following releases:
- The current or latest minor or major release of the software.
- The immediately preceding minor or major release of the software, for a period of one year after the release date of the current or latest minor or major release.
- The latest valid minor or major release for any end-of-life Appliance Product or software product that has not yet reached end-of-support.
At our absolute discretion, we may provide support for older releases. If you encounter an error in a version of the software that is other than the latest release of any type, we may require you to upgrade to a specified later version to correct the error.
Current Product Version Support
|
Product |
Release Date |
End-Of-Life |
End-Of-Support |
|
NE-ONE V2022.08.936 |
August 2022 |
Current |
Current |
End-of-Support Version Support
|
Product |
Release Date |
End-Of-Life |
End-Of-Support |
|
NE-ONE Emulator V1.x |
May 2015 |
October 2016 |
October 2017 |
|
NE-ONE Emulator V2.x |
October 2016 |
April 2017 |
April 2018 |
|
NE-ONE Emulator V3.x |
April 2017 |
May 2018 |
May 2019 |
|
NE-ONE Emulator V4.x |
May 2018 |
June 2020 |
June 2021 |
|
NE-ONE Emulator V5.x |
June 2020 |
January 2022 |
December 2022 |
|
|
|
|
|
|
INE Emulator V8.0 |
Feb 2015 |
October 2015 |
October 2016 |
|
INE Emulator V8.1 |
October 2015 |
April 2016 |
April 2017 |
|
INE Emulator V8.2 |
April 2016 |
November 2016 |
November 2017 |
|
INE Emulator V9.0x |
November 2019 |
June 2021 |
May 2022 |
|
INE Version 8.3 |
November 2016 |
October 2017 |
October 2018 |
|
INE Version 8.4 |
Internal Release |
N/A |
N/A |
|
INE Version 8.5 |
October 2017 |
March 2020 |
March 2021 |
End-of-Life Products
|
Product |
Release Date |
End-Of-Life |
End-Of-Support |
|
NE-ONE Profiler – All Versions |
N/A |
August 2020 |
October 2021 |