NexTec Sage X3 Software – Lifecycle Support Policy

This NexTec Module Software Lifecycle Support policy outlines how NexTec will support NexTec Module Software. This policy is subject to the End User License Agreement (EULA) that you entered into with NexTec for NexTec Module Software. This policy governs NexTec Module Software support and excludes support for any customizations made to NexTec Module Software.

Lifecycle

The lifecycle determines the maintenance window and the level of maintenance available for NexTec Module Software. NexTec Module Software products are currently offered on the Sage X3 platform using Sage X3 version 12.

NexTec Module Software on Sage X3 Version 12 – Maintenance Releases

NexTec Module Software product solutions running on Sage X3 version 12 are released three times per calendar year. The maintenance Releases are cumulative and may be comprised of a mix of new features, improvements, and defect corrections. Maintenance Releases provide an efficient mechanism for ensuring that you are up to date and have access to all functionality provided by your subscription license.

NexTec Module Software on Sage X3 Version 11

Support for NexTec Module Software running on Sage X3 version 11 is no longer available.

NexTec Module Software Maintenance Stages

There are three maintenance stages of the lifecycle once a NexTec Module Software product release is published – Current, Standard and Extended. The stages are determined by their timeline in relation to the original publication date. Once a release reaches the end of maintenance date, support is no longer provided for the solution.

Current

A NexTec Module Software product release on the Sage X3 version 12 platform is current (n) from the time of publication until the next release. The current release may contain any type of content new features, improvements, and defect corrections (defect Levels 0, 1, and 2 as defined below). During the Current maintenance phase NexTec may deliver:

A service pack with new features, compliance updates and defect corrections
Incremental / hot fix for Level 0 and Level 1 defects

Standard

A NexTec Module Software product release on the Sage X3 version 12 platform moves into this phase when a new release (n+1) is published. During the Standard maintenance phase NexTec may deliver:

New Feature or improvement required for compliance
Incremental / hot fix for Level 0 and Level 1 defects

Extended

A NexTec Module Software product release on the Sage X3 version 12 platform moves into this phase 8 months (n+2) after its initial publication date. During the Extended maintenance phase NexTec may deliver:

Incremental / hot fix for Level 0 defects

End of Maintenance

Once a NexTec Module Software product version or release has reached end of maintenance stage (1 year), NexTec will no longer issue any defect corrections or other types of software updates.

Note: Sage Software released Sage X3 version 12 in February of 2019. NexTec Module Software products have been available on Sage X3 version 12 since May 2019.

Lifecycle Timeline

The timelines for NexTec Module Software product releases running on Sage X3 version 12 are as follows:

Current maintenance –release n (approx. 4 months)
Standard maintenance – release n+1 (4 months)
Extended maintenance – release n+2 (4 months)

The timeline provides support for a total of one year after original release date. Releases are provided as cumulative patches for the Current offerings. This is consistent with Sage X3 patching and makes it easier to update if the version in use has not been kept at the latest release level.

Exceptions and Disclaimers

The NexTec Module Software Lifecycle support policy does not apply to the Sage X3 software (Sage Software publish their own terms and conditions which govern support of the Sage X3 solution). NexTec is not responsible for any changes in the Sage X3 technical stack due to deprecation or obsolete components. Those elements of support are addressed under the Sage Software support policy.

NexTec Module Software product solutions may include integrations with independent third-party solutions not within NexTec’s control. NexTec’s Module Software Lifecycle support policy does not extend to the third-party products, it is limited to NexTec Module Software products interaction with third-party products according to the third-party software developer’s published documentation and standards. This limitation applies regardless of where the third-party product was purchased through NexTec or independently.

NexTec reserves the right to amend this policy from time to time in its absolute discretion.

Glossary

Lifecycle – The period of time in which NexTec provides maintenance and updates on a release. You must keep your subscription current to receive maintenance and to preserve your upgrade rights to the latest release.

Publication date – The date when a release is published and available for download/installation.

Severity Level – Classification of a defect that determines how the corrections are managed. This is used in conjunction with the lifecycle state to determine how the issue is remediated and delivered.

Level 0 – Blocking

System or data security (due to external agents) is compromised
Key business process cannot be performed and there is no workaround available

Level 1 – Major

Software defect compromising data integrity or creating a compliance issue with no identified mitigation strategy
Workaround available but causing inefficiency resulting negatively impacting business processes

Level 2 – Minor Defect causing an inconvenience but no significant impact on the business