Product support periods

1. The lifecycle of software products/versions has a beginning and an end.
2. An official release date is the beginning of the lifecycle for products that have not been certified. From that date on:
   • the corresponding distribution is made available for download;
   • technical support is available to users.
3. The end of the lifecycle for uncertified products/versions coincides with the date on which the developer discontinues support for a specific version. When this happens:
   • the distribution becomes unavailable for download;
   • virus database updates are no longer released for this specific version;
   • no technical support is available for the product version
4. The support lifecycle for a certified product/version starts on the date that the respective certificate becomes valid. Certificate information is available in the Licenses and certificates section on the Doctor Web site.
5. Unless stated otherwise, a certified product’s support lifecycle ends 12 months after the respective certificate has expired.
6. Product/version lifecycle end dates are published on Doctor Web’s official website.
7. These dates are reviewed annually and are subject to change. Official statements about changes made to those dates are published in the News→Dr.Web products section on the Doctor Web site.
8. The support lifecycle is divided into the following phases.
   • Full - updates affecting all aspects of a product’s/version’s functionality are released. Technical support is provided only for the latest version.
   • Limited - only updates addressing critical issues in the product/version are released. A product/version automatically enters this phase after a newer version is released. This phase continues for 12 months.
   • Basic - only virus database updates are released for the product/version.
     Due to legal restrictions, all certified product versions only go through the Basic phase.
     When a Dr.Web software version reaches the end of the Limited phase, it enters the Basic phase. The Basic phase for uncertified products/versions continues for 36 months. The Basic phase end date for certified versions coincides with the end of the complete support lifecycle for such products/versions.
   • The Special phase is in effect throughout the entire technical support period as stipulated in the corresponding Technical Maintenance Agreement (if this period is provided under the Agreement).
9. Doctor Web strongly recommends that products going through the Limited and Basic support phases be upgraded to Dr.Web products/versions for which full support is currently available.
10. If a Dr.Web user contacts Doctor Web about an issue affecting a software version whose support lifecycle is in the Limited or Basic phase and the issue has already been fixed for a fully supported Dr.Web version, the user will be recommended to upgrade their software to the newer version. The same recommendation will be made to the user when a compatibility issue between Dr.Web and other software cannot be resolved or if the Dr.Web software’s design prevents an issue from being resolved in the application.
11. If a support request is related to a certified Dr.Web software version, the Technical Support Service can recommend that the customer either a) upgrade to the latest uncertified software version with full support or
    2) wait until a newer Dr.Web version that incorporates a fix for the issue gets certified.

The list of technical support services available for a Dr.Web software version, depending on its lifecycle phase:

+/- - technical support is made available at Doctor Web’s discretion.