Maintenance Activities for Standard Support and paid Support
example | standard support | paid support | |
general | |||
response time for support cases | 5 days | 2 days; | |
support fee | free | 18% of the license fee per year | |
maximum number of support cases which can be opened | 3 | 10 per year; | |
bug fixes and new builds | |||
correction or workaround for a particular problem plus new builds for all licensed platforms | on voluntary basis | yes | |
New build of same major version for a new version of an operating system which has been supported in the past, but where the new OS version is not fully compatible with the previous one. | Some Linux version includes a new version of the C runtime library which requires applications to be rebuilt. | on voluntary basis | yes |
New build of same software version for a new major version of a language binding which has been supported in the past, but where the new version of the language is not fully compatible with the previous one. | New PHP major version requires extensions to be rebuilt, but customer does not want to update to the latest PDFlib version. | on voluntary basis | yes |
New build of same product line (but probably a newer maintenance release) for a maintenance version of a language binding which is not the latest version, and has been supported in the past, but where the maintenance version of the language is not fully compatible with the previous one. | A PHP maintenance version requires extensions to be rebuilt | on voluntary basis | yes |
minor updates | |||
cost of updating to the latest maintenance release of the same product | change from PDFlib 7.0.0 to PDFlib 7.0.1 | free | free |
availability of the latest maintenance releases | until release of next major version | product lifetime | |
major updates | |||
cost of updating to the latest major release of the same product | change from PDFlib 6 to PDFlib 7 | list price for updates | free |
availability of the latest major release of the same product | until release of next major version | product lifetime | |
information is sent by e-mail when a new minor or major release is available | – | yes | |
license extension | |||
upgrade to the latest maintenance release of a higher product of the same version number (at the applicable upgrade fee) | change from PDFlib 7 to PDFlib+PDI 7 | 1 year after release of next major version | product lifetime |
purchase additional licenses of the licensed product (at list price) | customer deploys PDFlib 6 and needs more licenses, although PDFlib 7 is already available | 1 year after release of next major version | product lifetime |
end of maintenance | |||
support for the product will no longer be available | 1 year after release of next major version | product lifetime | |