Support

Fair Isaac Product Support and Maintenance Policy

This Product Support and Maintenance Policy is effective as of June 16, 2008, and applies to all contracts after this date.

I. DEFINITIONS:

Software Product Any generally available software, whether in source or object code form, owned or licensed by Fair Isaac.
Version Version means any revision to the Software that is made generally available by Fair Isaac to its customers and designated by Fair Isaac as a "left of dot" revision (as in Version X.y.y, where X is the Version number). A new Version of the Software Product will generally include significant additional features, functionality, performance improvements, improvements or simplifications to the operator interfaces, and/or load capacity.
Release Release means any revision to a Version of the Software that is made generally available by Fair Isaac to its customers and designated by Fair Isaac as a "right of dot" revision (as in X.y.z where y is the Release number). A Release will generally include minor improvements, functionality modifications, or Error corrections developed since the previous Release.
Service Release Service Release represents those Releases to the right of the second decimal (as in X.y.z where z is the Service Release number). A Service Release may contain a number of fixes for recognized issues. End of Life (EOL) The End of Life process consists of a series of technical and business milestones and activities that, once completed, make a product obsolete. Once obsolete, the product is not sold, manufactured, improved, repaired, maintained, or supported.
End of Version (EOV) Fair Isaac no longer licenses a specific Version of a Software Product but licenses a new Version of the Software Product for sale.
End of Release (EOR) Fair Isaac no longer licenses a specific Release of a software product but licenses a new Release of the Software Product for sale.
Support Entitles the client to submit questions about the Software Product to Fair Isaac Product Support, in order to resolve operating problems that are attributable to the Software Product, and to resolve verified, reproducible Errors in the Software Product. Maintenance Maintenance entitles the client to any standard Software Versions and Releases generally made available to Fair Isaac's clients.
Extended Support Extended support entitles the client to continue support on Releases outside the General Policy Guidelines.


II. GENERAL POLICY GUIDELINES

This policy is intended as a "guideline", Fair Isaac Corporation reserves the right to treat each product line independently, or agree to new or different terms with individual parties. Fair Isaac also reserves the right to change this policy at any time without notice. The general policy guidelines are as follows:

  1. As a general rule Fair Isaac will provide notification to the client prior to the retirement of a Software Product or Release.
  2. When Fair Isaac EOL's a Software Product we will provide Support and Maintenance for two Releases prior to the last generally available Release.
  3. Fair Isaac will provide Support and Maintenance for the current Release of the Software Product and two prior Releases of the software but only for a maximum of 18 months after release of a subsequent Release.  For example, as Fair Isaac announces the latest product Release, 7.7, we would also simultaneously announce the EOR of 7.4 and before.
  4. When Fair Isaac creates a new Version we will provide Support and Maintenance for two Releases prior to the new Version. For example, as Fair Isaac announces the latest product Version 8.0, we would also simultaneously announce the EOR of all Releases except for the last two Releases of 7.X.
  5. Service Releases are made available for the most current Release.  If the client's issue has been resolved in a subsequent Release or Service Release, the client will be instructed to install that Service Release to resolve the issue.  Fair Isaac will provide 18 months support for the previous Service Release.  
  6. Extended Support and Maintenance may be available at Fair Isaac's discretion as a premium service for those clients outside the General Policy Guidelines.
  7. This policy does not apply to non-product deliverables, including Custom Software delivered by Fair Isaac.