SPSS Product Support Policy for Maintenance Customers

SPSS will provide Engineering support for the latest release of the current version of its products, as well as the last release of the prior product version (Severity Level 1 only) for customers with a Technical Support Maintenance Contract . Engineering support means that SPSS will provide "defect" resolution for these products.

Products that fall outside of the above parameters are considered to be "end-of-life" from an engineering perspective and will not be eligible for defect resolution.

Engineering end-of-life status will also trigger Service end-of-life planning. Service "end-of-life" means that technical support will no longer provide solutions on impacted product nor will maintenance contracts be offered for an open-ended period of time.

Service end-of-life status will become effective upon the expiration of the maintenance contract that follows the announced date for engineering end-of-life. During the period between the engineering end-of-life date and contract expiration, Global Technical Support will provide "best" effort to resolve problems found in the obsolete version. There will be no defect resolutions provided on products designated as having reached engineering "end-of-life" during this interim period.

Example (Hypothetical) - Engineering End-of-Life

A new product release of Statistics for Windows v17.0 is announced on January 1. This announcement will trigger the engineering end-of-life planning for v15 of Statistics for Windows. SPSS will provide customer notification and dates when engineering support will cease.

More specifically, SPSS will provide engineering support to only v17.0 and v16.5 - the last release of the v16 product. The last release of supported product provides an accumulation of maintenance releases and forms the baseline for any subsequent patches to that version.

Example (Hypothetical) - Service End-of-Life

SPSS announces that engineering end-of-life for Statistics for Windows v15 will be effective May 31, 2009. A customer's current maintenance contract expires on April 30, 2009. The customer will receive a standard 12-month renewal (May 1, 2009- April 30, 2010) that will provide best effort support on v15 between June 1 and the end of the contract (April 30, 2010). A subsequent Maintenance contract will not be sold for v15 product after the contract term expires.

Support will cease for non-maintenance customers on the engineering end-of-life date.

Our Product Support charts show which Products we support as well as applicable end-of-life dates.

Product Support Status - A Summary

Exceptions

Any exception to this policy must have a business case with the written approval of the Sr. VP, Research & Development and the Sr. VP, Sales & Marketing.