Support Policy for Nominum Products*

Support Overview

Technical support is provided to customers who have an active support contract in place for issues that are found in a currently supported software release of the Nominum Products* (“Software”) listed below. Customers receiving technical support must also be running a supported operating system and hardware platform as specified in Akamai’s product documentation or Support website.

Technical support includes support for Software related issues: 24 hours a day, 7 days a week. Such support is available to assist customers in diagnosing and addressing Errors. “Error” means an issue that causes the relevant Software to materially deviate from the company’s published specifications.

Technical support does not include support for the operating system, hardware or 3rd-party products unless otherwise specified in the customer’s support agreement or a separate statement of work with Akamai. Akamai may prioritize technical support cases at its sole discretion.

In addition to assistance with diagnosing Errors, Akamai provides customers who have an active support agreement with access to new Software releases which address Errors as part of Maintenance releases. Supported customers may also receive access to new product features through Minor and Major Releases, as defined below.

Software Versioning and Support Period for Nominum Products

Akamai updates Software by providing both "Major Releases" and "Minor Releases” using a four position versioning convention.

Major Releases are Software releases that contain new features or functionality and are indicated by incrementing either of the first two number positions of a version (for example, 16.1.0.0, 16.2.0.0, or 7.2.0.0).

Minor Releases are indicated by incrementing one of the last two positions of a version number (for example, 16.2.1.0, 16.2.1.1, 7.2.1.0 or 7.2.1.1). Minor releases include both Minor Feature Releases and Maintenance Releases. Minor Feature Releases include minor feature enhancements and bug fixes and are typically denoted by an increase in the 3rd number position (for example 16.2.1.0 or 7.2.3.0). Maintenance Releases are primarily intended to fix Errors and are typically denoted by an increase in the last number of a release version (for example 16.2.1.2 or 7.2.3.1).

Minor Releases are limited in scope and designed to minimize the impact of upgrading. For example, Minor Releases exclude changes to defaults, incompatible database changes, significant UX redesign or other changes that could adversely affect existing deployments. Minor Releases provided by Akamai will be cumulative in nature, and customers are expected to use best efforts to install all Minor Releases provided by Akamai.

Unless otherwise specified, Software releases are supported for a minimum of eighteen (18) months following the last Major Release (“Support Period”). For example, if Major Release version 1.1.0.0 was released on Jan 1st, 2018, support for that version would end 18 months later on June 30th, 2019. If a Minor Release versioned 1.1.1.0 was released on April 1st, 2018, that Minor Release would not extend the support period past June 30, 2019. Support for both release versions would end no earlier than June 30th, 2019.

Unless otherwise specified, the Support Period for a current Software release will be extended if a new Major Release is made available to customers within the last 6 months of the existing 18-month Support Period, or is released after the Support Period has passed. In this case support will be extended for 6 months after the date of the release of the new Major Release to give customers time to upgrade.

Akamai will provide assistance to customers with active support contracts running a Software version beyond its Support Period, but may not correct Errors. If an Error is found in a Software version beyond the Support Period, the Error will be corrected in the latest Minor Release and the customer will be expected to upgrade to a currently supported release.

NOTE: For version 16.2.x.x of ThreatAvert, Reach, Secure Consumer, Secure Business and their supporting platform components, a special support period is in effect. Support for version 16.2.x.x of Nominum software will continue until June 9, 2019.