Support policy of software solutions

Users running the current release
Users using the latest release can rely on ECO3 service and support in case of issues or questions. The ECO3 HQ team is fully committed to supporting these users and will do its utmost to solve any issue based on wrong or incomplete software coding. Please note that no guarantee can be given that an issue will be solved. In certain cases, a fix might be too complex and will be postponed to a later (major) release.

Users running the previous release
When operating the previous release, users can contact their local service organization for support. Bug fixing, however, will only be done in exceptional cases since the effort to develop a fix is high and significantly impacts ECO3’s R&D operations.

Users running software which is current release minus 2
When customers use the release before the previous release (i.e. current release minus 2), they can reach out to the local service organization for support. Bug fixing, however, will no longer be done. Delivering updates to overcome security breaches is also not done.

Users running an old release
Customers running old releases (i.e. current release minus 3 or older) will no longer be supported. Before providing support, the customer must first migrate to a subscription license or upgrade to the latest release.

Providing service and upgrades
Depending on the situation and the request, the supplied services are chargeable. To avoid unexpected costs, ECO3 advises its users to enroll in a service contract or migrate to a subscription license, including a service contract!

Users will be advised to migrate to a subscription license or upgrade when an issue occurs in one of the previous releases. Upgrading or migrating to a subscription license is a chargeable change. It can never be provided free of charge, even in case of software issues present in the user’s current software solution.

For more information, please contact your local sales or service representative.