POLICY

ANDTEK – LIFECYCLE POLICY

ANDTEK Product Lifecycle v1.1

ANDTEK Application Suite

Product Lifecycle Policy

VERSION: 1.6
15 SEPTEMBER 22
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Content

1 Document history .......................................................................................... 3

1.1 About this Document .............................................................................................. 3
1.2 Document history .................................................................................................. 3
1.2.1 Terminology ...................................................................................................... 3

2 Lifecycle Policy .............................................................................................. 5

2.1 Purpose and Audience ............................................................................................ 5
2.2 Copyright Statement .............................................................................................. 5
2.3 Milestones ............................................................................................................ 5
2.4 Maintenance Plan ................................................................................................... 5
2.4.1 Full Support: ..................................................................................................... 6
2.4.2 Hotfix Only Support ............................................................................................ 6
2.4.3 Extended Support .............................................................................................. 6
2.5 Schedule .............................................................................................................. 7
2.6 OS Updates........................................................................................................... 7

3 Unsupported software .................................................................................... 8

3.1 Milestone definition ................................................................................................ 8
3.2 Unsupported versions ............................................................................................. 9
3.3 Discontinued products ........................................................................................... 11

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1 Document history

1.1 About this Document

This document describes the applied lifecycles for the following ANDTEK products:
- ANDTEK AND Phone Application Server (APAS)
- ANDTEK AND Desktop

1.2 Document history

Version Date Author Comments

0.8 03.08.2018 Jens Blumenstein Initial Draft

0.9 09.08.2018 Jens Blumenstein Document ready for review

1.0 14.08.2018 Jens Blumenstein Final version

1.1 03.12.2018 Jens Blumenstein Added version 6.1.1

Added overview of discontinued prod-

1.2 27.02.2019 Jens Blumenstein
ucts and versions

1.3 19/03/2020 Patrick Kusseneers Updated Milestone schedule

Reporting restricted to standard re-

1.4 20/03/2020 Patrick Kusseneers
ports, custom only in Enghouse BI

1.5 17/08/2020 Patrick Kusseneers Added schedule 6.3.1

1.6 09/05/2022 Patrick Kusseneers Updated release schedule

Corrected doc version number on main

1.6.1 15/09/2022 Patrick Kusseneers
page

1.2.1 Terminology

Term Description

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APAS AND Phone Application Server

TBD To Be Defined

QA Quality Assurance

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2 Lifecycle Policy

2.1 Purpose and Audience

This document is aimed at Enghouse Interactive channel partners or customers and de-
tails the lifecycle of ANDTEK products.

2.2 Copyright Statement

Copying of this document by any third party is strictly prohibited. This document contains
confidential information and cannot be disclosed without the permission of Enghouse In-
teractive.

2.3 Milestones
All ANDTEK products releases follow a series of milestones that are defined as follows:
End of Life Announcement: The date ANDTEK announces the end of life for a product
or version. This is the first milestone in the lifecycle and announced well in advance, be-
fore any support related services are restricted or unavailable.
Usually the EoL Announcement aligns with the release date as the timeframes for support
are fixed. Refer to section 2.4 Maintenance Plan for more information.
End of Software Maintenance: Andtek no longer provide pro-active patch rollups or
actively change the product code after this date. Enghouse customer service may advise
customers raising an issue to upgrade to higher versions. In cases where an upgrade to a
higher, supported version is not feasible Andtek will provide hotfixes until the ‘End Of
Software Support’-Milestone has been reached.
End of Software Support: Final milestone of the product lifecycle, excluding any code-
changes or Bugfixes. For optimal performance and supportability Enghouse strongly rec-
ommends staying on releases of software that are actively maintained with Roll ups
and/or hotfixes. In exceptional situations where updating an existing solution is not an
option, contracts for extended support are available after this milestone. See section
2.4.3 Extended Support for more information.

2.4 Maintenance Plan

The following chart describes the lifecycle of ANDTEK software releases:

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2.4.1 Full Support:

The first phase starts with the initial release of any major or minor software version and
provides full support services to customers.
Reported issues are addressed as follows in one of two possible ways, depending on fac-
tors like urgency or impact:
Roll Up: Roll Ups group multiple usually non-critical Bugfixes into one scheduled release.
These releases pass the full QA cycle before release to ensure the best possible stability
and quality.
Hotfix: To bypass potential waiting times Hotfixes and are created in response to more
pressing software bugs that require implementation outside of the regular Roll Up cycles.
While Roll Ups offer the most control of a systems patch level as well as ensuring the
highest possible software quality, Hotfixes can be requested to address high-impact is-
sues on a case-by-case basis.
Hot-fixes will usually – but not necessarily – be included in the next scheduled roll up. Be
sure to check the release notes before applying roll ups to a system to avoid losing a crit-
ical fix.

2.4.2 Hotfix Only Support

In this phase, only hotfixes will be delivered for high-impact issues. Hot-fix support will
be usually available for at least 1 year after the full support phase ends.

2.4.3 Extended Support

The extended support starts when a release officially reached the End of Software Sup-
port milestone which excludes it from any code-changing activities even in urgent cases.
By the time a release reaches this milestone, at least two newer minor releases are avail-
able for upgrade.
In this phase support is extended past the officially planned lifetime of a release but lim-
ited to troubleshooting activities or configuration advice as part of usual customer service
activities.

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A support surcharge for providing Extended Support, based on the age and version of the
system, might be levied to reflect the additional resources required to provide ongoing
telephone assistance and platform expertise.

2.5 Schedule

Software Release EoL announced Last Roll up Extended

Version Support Start

APAS 5.8.3 Jun 2016 Dec 2016 Jun 2017 Dec 2018

APAS 6.0.1 Aug 2017 Aug 2018 Aug 2018 Sep 2019

APAS 6.0.2 Mar 2018 Aug 2018 Mar 2019 Apr 2020

APAS 6.0.3 Jul 2018 Nov 2018 Jul 2019 Aug 2020

APAS 6.1.1 Nov 2018 Dec 2018 Nov 2019 Dec 2020

APAS 6.1.2 Jun 2019 Nov 2019 Jun 2020 Aug 2021

APAS 6.2.1 Dec 2019 Mar 2020 Dec 2020 Dec 2021

APAS 6.2.2 Jul 2020 Nov 2020 Jul 2021 Aug 2022

APAS 6.3.1 Mar 2021 Jul 2021 Mar 2022 Mar 2023

APAS 6.3.2 Jul 2021 Nov 2021 Jul 2022 Jul 2023

APAS 6.3.3 Jan 2022 May 2022 Jan 2023 Jan 2024

APAS 6.4.1 Sep 2022* Jan 2023* TBD TBD

Note
All versions and milestones also apply to the respective AND Desktop software
(*) preliminary date

2.6 OS Updates
As part of the maintenance of platform ANDTEK will release regular OS updates applica-
ble to all releases within a major version in a reasonable timeframe to update OS compo-
nents to their most recent version and addressing security related issues. For high-im-
pact security issues with high risk ANDTEK will release fixes as they are provided for the
used Linux distribution in hot-fix format to alleviate potential high-risk threats quickly.

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3 Unsupported software

This section lists legacy or discontinued products or specific versions of ANDTEK software with their respective milestones that
are outside of the scope of this document. Current and future version lifecycles are outlined in section 2.5 of this document
only.

3.1 Milestone definition

End of Life Announcement The date ANDTEK announces the end of life for a product or version. This is the first milestone in
the lifecycle and announced well in advance, before any support related services are restricted or unavailable.
End of Sale: Last date to order the outlined product. The product is no longer available for order after this date.
End of New Service Attachment Date: This is the last date to order a new support service contract or add the software to
an existing contract
End Of Software Maintenance: Andtek will make no further pro-active code changes or patches after this date. Andtek will
no longer make active changes to the product code after this date. If support issues arise customers may be advised to up-
grade to higher versions. In cases where an upgrade to a higher, supported version is not feasible Andtek will provide bugfixes
until the “End Of Support”-Milestone has been reached.
End Of Service Contract Renewal: Andtek will not provide new support contracts for the product after this date. Customers
wishing Andtek to take on a new support contract for the version of code in question after this date will be advised to upgrade
to a later version at the time of the contract starting.
End of Software Support: Final milestone of the product lifecycle, excluding any code-changes or Bugfixes. For optimal per-
formance and supportability Enghouse strongly recommends staying on releases of software that are actively maintained with
Roll ups and/or hotfixes.

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3.2 Unsupported versions

Version Milestone Date

EOL Announcement December 01, 2016

End of Software Maintenance June 01, 2017

AND Desktop 5.8
End of Service Contract Renewal December 01, 2017

End of Software Support December 01, 2018

EOL Announcement December 01, 2016

End of Software Maintenance January 01, 2017

AND Desktop 5.6
End of Service Contract Renewal May 01, 2017

End of Software Support November 01, 2017

EOL Announcement December 01, 2016

End of Software Maintenance January 01, 2017

AND Desktop 5.4
End of Service Contract Renewal January 01, 2017

End of Software Support March 01, 2017

EOL Announcement December 01, 2016

End of Software Maintenance January 01, 2017

AND Desktop 5.2
End of Service Contract Renewal January 01, 2017

End of Support March 01, 2017

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EOL Announcement June 01, 2016

AND Phone Application End of Software Maintenance June 01, 2017

Server (APAS) 5.8 End of Service Contract Renewal December 01, 2017

End of Support December 01, 2018

EOL Announcement December 01, 2016

AND Phone Application End of Software Maintenance January 01, 2017

Server (APAS) 5.6
End of Service Contract Renewal May 01, 2017

End of Support November 01, 2017

EOL Announcement March 01, 2016

AND Phone Application End of Software Maintenance June 01, 2016

Server (APAS) 5.4
End of Service Contract Renewal September 01, 2016

End of Support September 01, 2017

EOL Announcement February 20, 2015

AND Phone Application End of Software Maintenance December 31, 2015

Server (APAS) 5.2
End of Service Contract Renewal June 30, 2016

End of Support December 31, 2016

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3.3 Discontinued/Restricted products

Product Milestone Date Product names Product codes

Restricted to Standard reports. March 31, 2020 AND Reporting – License AND-RPT-V6-LIC
Custom reports are handled via
AND Reporting Enghouse BI. AND Reporting - Module AND-REC-V6

End-of-Life Announcement Date May 01, 2018 AND Phone Provisioning V4 AND-PROV-V4

End-of-Sale Date July 31, 2018 AND Phone Provisioning V4 Li- AND-PROV-V4-LIC
cense
End of New Service Attachment December 31, 2018 AND-PROV-V4-500
Date AND Provisioning 500
AND-PROV-V4-1k
End of Software Maintenance January 31, 2019 AND Provisioning 1k
AND-PROV-V4-5k
AND Provisioning End of Service Contract Renewal December 31, 2018 AND Provisioning 5k
AND-PROV-V4-10k
Last Date of Software Support July 31, 2020 AND Provisioning 10k
AND-PROV-V4-50k
AND Provisioning 50k
AND-PROV-V6
AND Provisioning - Module
AND-PROV-V6-LIC
AND Provisioning - License
AND-PROV-V6-500

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AND Provisioning Bundle 500 AND-PROV-V6-1k

AND Provisioning Bundle 1k AND-PROV-V6-5k

AND Provisioning Bundle 5k AND-PROV-V6-10k

AND Provisioning Bundle 10k AND-PROV-V6-50k

AND Provisioning Bundle 50k

End-of-Life Announcement Date November 22, 2017 AND Apps V4 AND-APPS-V4

End-of-Sale Date December 31, 2017 AND Apps V4 License AND-APPS-V4-LIC

End of New Service Attachment December 31, 2017

AND Apps Date

End of Software Maintenance January 31, 2018

End of Service Contract Renewal December 31, 2017

Last Date of Software Support December 31, 2018

Chrystal Report En- End-of-Life Announcement Date January 31, 2016 - -

gine Support Last Date of Software Support April 30, 2016

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