RiskVision Version Lifecycle Policy

Resolver is committed to providing the best possible level of software support. By continuously investing in customer resources, we can help ensure all RiskVision users are able to reach our technical experts who can quickly answer questions and find resolutions to possible issues.

The RiskVision platform operates under phased levels of support for all products. This means that Full Support is available for any version for a minimum of two (2) years from the date of release. Once Full Support has expired, the prior version will still be supported via our Upgrade & User Question Support.

RiskVision continues to undergo significant changes since its initial release, including enhancements, fixes, and adjustments to the system requirements, which are all designed to improve the user experience. Based on the scope of these changes, as new releases are introduced, we review earlier versions and the type of support we’ll continue to provide.

Software Support Program (SSP)

If your organization holds an active membership in our Software Support Program (SSP), Resolver will support any Upgrades on your system to the latest version, regardless of the version of RiskVision you’re currently running.

Under the Software Support Program, Resolver will also provide critical support for older releases in the event of a system crash (Critical Severity), provided the minimum system requirements have been met.

Support Level Definitions

Full Support

Full Support means your product receives the highest available level of technical support and maintenance. We ensure your team has all the support needed to successfully install your RiskVision product while providing general troubleshooting on an ongoing basis to resolve any issues you may encounter.

Notes:

• Bug fixes may require updating your software to a newer version, depending on the issue.
• Previously released versions are not tested for compatibility with new operating systems or new versions of MySQL or Oracle. Therefore, Full Support for previous versions is based upon meeting the Minimum System Requirements listed in our Installation Guide at the time of release.

Upgrade & User Question Support

When Full Support for a version expires, we transition that version to the Upgrade & User Question Support phase of support. After that transition takes place, we provide:

• Upgrade Support: As long as you have an active SSP membership, we’ll provide support to you and your organization as you Upgrade your system to the latest version, no matter which version of RiskVision you’re currently running.

  NOTE: Custom Configuration is not covered as part of the standard upgrade path. Resolver will review the upgrade path and recommended testing with an organization prior to the upgrade and provide a clear definition of what will and will not be covered as part of your upgrade.

• User Question Support: For SSP members, Resolver Support will always answer your questions related to the use of the system, such as “how-to” questions.

The biggest difference between Full Support and Upgrade & User Question Support is that we’ll no longer offer workarounds or fixes for versions in the Upgrade & User Question phase. Instead, we’ll recommend that your organization upgrade to the latest release.

Versions

NOTE: RiskVision Versions incorporate all hotfix and service pack releases into the support level.