For urgent issues please have your customer PIN ready and call:
EU: +31 (800) 383 8002
US: +1 (888) 565 4288

For non-urgent issues please email:
noc@activevideo.com

Additional support options and documentation are available through the Support Portal.

Go to the support portal

Product

Bulletin

CSM Component No Bulletins
Stitcher Component No Bulletins
PSM Component  Customer Product Notification: PSM Clustering Port
UDC Component Customer Product Notification - UDC Requirement

 

Announcements:

Bulletin

Description

Document

01

EOL RTSP Plugin

ActiveVideo PB01 EOL (RTSP Plug-in) 

02

EOL AVDN 1.4.1

ActiveVideo PB02 (EOL AVDN) 

03

EOL TAG System

ActiveVideo PB03 (EOL TAG System)

04

EOL CloudTV 2.4

ActiveVideo PB04 (EOL CloudTV v2.4)

05

EOL CloudTV 1.11

ActiveVideo PB05 (EOL CloudTV v1.11) 

06

EOS CloudTV 2.6

ActiveVideo PB06 (EOS CloudTV v2.6) 

07

EOL ActiveVideo Front-End

ActiveVideo PB07 (EOL Front End) 

08

EOL DBM

ActiveVideo PB08 (EOL DBM)

09

EOS CloudTV 2.7

ActiveVideo PB09 (EOS CloudTV v2.7) 

10

EOS CloudTV 2.8

ActiveVideo PB10 (EOS CloudTV v2.8) 

11

EOS CloudTV 2.9

ActiveVideo PB11 (EOS CloudTV v2.9) 

12

EOL CloudTV PDF Reports

ActiveVideo PB12 (EOL CloudTV PDF Reports)

 

Product Life Cycle Policies

Exceptions

These definitions and guidelines may be altered by ActiveVideo upon occasion based on material, market and customer requirements.  Any contractual agreements will supersede these guidelines.

End of Life (EOL) Policy

From time to time, ActiveVideo may find it necessary to discontinue products and services for a number of reasons, including technology innovations leading to product enhancements and increased functionality, changes in market demand for the product, or obsolescence of software components used to build the product.  When a product EOL is announced, ActiveVideo may provide a migration path to a replacement product or service.

Notifications

ActiveVideo's policy is to communicate important product lifecycle milestones in order to help customers understand the impact and understand the applicable timelines and manage the product transition.

Notifications are handled on a product-by-product basis, which is a specific type of Product Support Notification (PSN).

When a notification is issued regarding a product (e.g. EOLN), it will be posted publically on the support section of the ActiveVideo website.

End of Life Notice

An EOLN will be issued six months prior to a product EOL.  It will include the critical milestone dates that will occur in the typical product end of life process.

The EOLN may also contain other key information pertaining to ActiveVideo software products and hardware dependencies, such as recommended replacement product(s) or services. Rules and milestone dates specified in the EOLN for a particular product may vary from stated guidelines. Variance from the guidelines may occur in a variety of cases at the sole discretion of ActiveVideo, including, among others, where the product has joined the ActiveVideo portfolio in an acquisition where the acquired company had a materially different end-of-life policy.

Nothing in this EOL Policy should be construed as a repudiation of any contractual commitment ActiveVideo has made regarding end-of-life for particular products or customers.

End of Support Notice

Nano SDK Support Notice

Support for the SDK is provided as long as the customer has a technical support service contract on the corresponding CloudTV platform.  All SDK improvements (feature or service releases) are provided only on a new release of the SDK.  No patches are provided for the SDK.  An End of Support Notice will be issued 24 months prior to the end of support of an SDK release.

Other Product Support Notices

After the availability of a feature release, ActiveVideo, at our discretion, may provide additional software support (patches and service releases) for a period of four years.  During the period six months prior to EOS patches may be issued, at ActiveVideo's discretion, but no incremental service releases will be created.  If a feature release is no longer in use by customers, ActiveVideo may issue an End of Support Notice for a period shorter than four years.

A customer with an active support contract may upgrade to a current release in order to receive continued software support.

 

CloudTV

Version

Status

Release Date

End of Support Notice

End of Support

2.20

ACTIVE

25 Feb 2020

25 Aug 2023

25 Feb 2024

2.19

ACTIVE

26 Nov 2019

26 May 2023

26 Nov 2023

2.18

ACTIVE

02 Oct 2019

02 Apr 2023

02 Oct 2023

2.17

ACTIVE

18 Jun 2019

18 Dec 2022

18 Jun 2023

2.16

ACTIVE

11 Dec 2018

11 Jun 2022

11 Dec 2022

2.15

ACTIVE

18 Sep 2018

18 Mar 2022

18 Sep 2022

2.13

ACTIVE

21 Mar 2018

21 Sep 2021

21 Mar 2022

2.11

ACTIVE

28 Mar 2017

28 Sep 2020

28 Mar 2021

2.9

END OF SALES

28 Jun 2016

28 Dec 2019

28 Jun 2020

2.8

END OF SALES

01 Apr 2016

01 Oct 2019

01 Apr 2020

2.7 and older

END OF LIFE

N/A

N/A

N/A

 


AVDN

Version

Status

Release Date

End of Support Notice

End of Support

1.4.1 / 1.6.1

END OF LIFE

N/A

N/A

N/A

 


Nano SDK

Version

Status

Release Date

End of Support Notice

End of Support

4.8

ACTIVE

11 Dec 2018

N/A

N/A

4.7

ACTIVE 

24 Jul 2018

N/A

N/A

4.6

ACTIVE

19 Dec 2017

N/A

N/A

4.4

ACTIVE

07 Jul 2017

N/A

N/A

3.2

ACTIVE

11 Aug 2016

N/A

N/A

3.1

ACTIVE

11 Apr 2016

N/A

N/A

3.0

ACTIVE

14 Jan 2016

N/A

N/A

2.0

ACTIVE

20 Jul 2016

N/A

N/A


Terminology

Active Release: The current release of the relevant Software program; and the immediately prior release of the relevant Software program unless that prior release is an End of Sale. Active Release includes all Updates and Enhancements to existing features within the same release.

ActiveVideo Solution: Defined as the combined hardware, infrastructure and software services, provided by ActiveVideo and third parties, that is needed for Licensee deployment of the Software to function in accordance with the Agreement and provide services to Licensee’s subscribers.

End of Support (EoSA) Announcement: Defined as notification of the date that a Software Release will be deemed End of Support, as defined below, and will be provided six (6) months prior to the actual End of Support date.

End of Support (EoSu) Date: Defined as the date that AV will provide the final Service Release or other Updates for a particular Release. End of Support Date is 6 months after the End of Support Announcement Date and shall not exceed 48 months from the Initial Release Date.

Extended Support: Support services provided, at an additional fee, above and beyond the scope of services defined within this document, such as limited support services to maintain operation and develop fixes for critical software bugs only for a Release after the End of Support Date for that particular Release.

Initial Release Date: Defined as the date on which a Release was made generally available to AV’s customers, including Licensee.

Last Date of License Support: Defined as the last date to receive ActiveVideo License Support Services for non-perpetual licenses purchased. After the Last Date of License Support, all support services are considered Extended Support services, regardless if the Release has not been deemed obsolete.

Patch: Defined as a standalone change or configuration made as a resolution to a Licensee Event. A Patch is intended to resolve or work around the issue. Patches are not considered Service Releases but are generally included in the next Service Release. Specifics and further definitions/details of the product lifecycle are available on ActiveVideo’s website under the Support section.

Production Site: Defined as a hosted location from which the Software delivers services to Subscribers.

Release: Defined as an initial or incremental version of the Software that includes new features and functionality.

Service Release: Defined as a major.minor version change of the product which - as a best practice - only contains bug fixes (e.g. Software 2.1, 2.7, or 2.11). Specifics and further definitions/details of the product lifecycle are available on ActiveVideo’s website under the Support section.

Standard Business Hours: Defined as Monday through Friday 8AM to 5PM local Market and/or Production Site time.

Update: Defined as any major.minor.mod version change, which includes bug fixes, Patches, workaround, corrections and modifications to the Software (e.g. Software 2.0.1, 2.1.1, 2.1.2. or 2.2.2) but excluding Upgrades.

Upgrade: Defined as new major releases of the Software (e.g. Software 2.0 versus Software 3.0); and any new minor Releases, features, or functionality that AV generally licenses for separate fees.