End-of-Life (EOL) Policy

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.

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 third-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 that address Errors as part of Maintenance releases. Supported customers may also receive access to new product features through Major and Minor Releases, as defined below.

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 third 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 January 1, 2025, support for that version would end 18 months later on June 30, 2026. If a Minor Release versioned 1.1.1.0 was released on April 1, 2025, that Minor Release would not extend the support period past June 30, 2026. Support for both release versions would end no earlier than June 30, 2026.

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.

The EOL process for a Nominum Product* starts when Akamai has decided to no longer develop and sell a Nominum Product* and announces its intent to begin the process of ending support for the product.

After formally announcing the EOL of a Nominum Product*, the following Akamai support policy will be in effect:

• Years 1 & 2: Full support
  • Akamai will continue to provide technical support
  • Akamai will provide Maintenance Releases as defined above
  • Akamai will provide workarounds when available
  • Akamai will not provide Major Releases or Minor Feature Releases

• Year 3: Commercially reasonable support
  • Akamai will continue to provide technical support during normal business hours
  • Akamai will provide Maintenance Releases for critical Errors
  • Akamai will provide workarounds when available
  • Akamai will not provide Major Releases or Minor Feature Releases

• Years 4 & 5: Time and materials
  • Akamai will use commercially reasonable efforts to to answer questions, identify workarounds and address Software Errors at customer’s expense based on a mutually agreed statement of work
  • Akamai will not provide Major Releases, Minor Feature Releases or Maintenance Releases
  • Akamai will continue to provide configuration and advice for the duration of any active support contracts.

* Nominum Products
Nominum Products or “Software” include: Vantio, MDR, UAR, NXR, ANS, Vantio CacheServe, Vantio AuthServe, N2 ThreatAvert, N2 Reach, N2 Secure Business, N2 Secure Consumer, N2 Engage Personal Internet, N2 Engage Subscriber Safety, N2 Content Compliance, N2 Big Data Connector, N2 Connect, Configuration Manager, Nominum Appliances, Vantio Controller, NavAssist, Mobile Core, DCS, and Navitas