WinMagic Product End of Life (EOL) Frequently Asked Questions (FAQ)
I’ve been using an older version of SecureDoc for years, why are you discontinuing support for it?
SecureDoc has significantly evolved over the years and there have been several iterations of the software. As such, the requirement to maintain multiple versions of the same software will become a significant drain on development resources used to further improve SecureDoc.
WinMagic offers customers a perpetual software license which means customers are always able to upgrade to the latest version provided they have a valid support plan.
How do I ensure I’m using the latest version of SecureDoc?
The easiest way to determine if you’re using the current version is to refer to our SecureDoc release notes. There are new release notes for every version of the software released. You can find our release notes here: https://winmagic.com/en/data-security-support/release-notes/
How do I upgrade to the latest version of SecureDoc?
WinMagic customers that have a current technical support plan can contact their support team for information on their SecureDoc upgrade:
- Phone: 1.888.879.5879 (1)
- Email:[email protected]
What if I have a current support plan that lasts longer than the current EOL date?
If you have a current support plan that runs past the EOL date of the SecureDoc version you are using, you will be supported throughout the life of that support plan. Once that current support plan expires, you will be required to upgrade your software to a currently supported version and purchase a new support plan if you wish to continue to receive technical support from WinMagic.
How do I know if/when the SecureDoc version I’m using is reaching EOL?
A list of EOL dates for SecureDoc can be found in the knowledge base here.
What happens if I don’t want to upgrade and keep my current software version?
If you choose not to upgrade, you will continued to be supported per your current support plan agreement until it expires; once it expires, you will not receive technical support.
What are your standard terms of service regarding product support?
As outlined in the WinMagic Support Service Level Agreement (SSLA), here are the terms of WinMagic’s software support lifecycle and EOL process:
Support Lifecycle
WinMagic provides Support Services on (i) all Versions of the then current Major Release and (ii) all Versions of the immediately preceding Major Release that were released in the preceding three (3) years. WinMagic reserves the right to change support lifecycle policy subject to 6 months advance notice to Customer.
End of Life (EOL) Process
A Version is considered EOL when it has been superseded by a Major Release and three (3) years has passed since the date a Version was released. WinMagic will provide at least 12 months notification of EOL of a Version; such notification method to be determined solely by WinMagic. WinMagic reserves the right to accelerate the EOL of a Version as a result of non-conformance to published specifications of a Version. If EOL is accelerated, WinMagic shall provide a fix for the reported non-conformance that may be available at the time the non-conformance is reported. If no such fix is available, WinMagic will use commercially reasonable efforts to remedy such non-conformance, which may include a Workaround or other temporary fix.
What are your support offerings?
Our support offering information can be found here: https://www.winmagic.com/support
When does a product go EOL?
A Version is considered EOL when it has been superseded by a Major Release and three (3) years has passed since the date a Version was released. A list of EOL dates for SecureDoc can be found in the knowledge base here.
Why do products go EOL?
Products go EOL due to the length of time they’ve been in market or because newer versions have been released. WinMagic’s goal is to provide exceptional customer service and in order to do so we must ensure that customers are using the latest product available in market. The main reasons for this include:
- Current product has the latest updates and key features for customers and generally offers better compatibility and integration into current IT environments
- Current product is designed to support current hardware available for purchase from PC manufacturers
- Older software can eventually run into hardware compatibility issues as new PCs and laptops come to market
How much notification will you provide when a product version is reaching EOL?
As a product version reaches its EOL stage, we will provide 4 notifications leading up to its end of support:
- 12 month notification prior to end of support date
- 6 month notification prior to end of support date
- 3 month notification prior to end of support date
- 1 month notification prior to end of support date