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Service and Maintenance Agreement
Santa Clarita Transit
Santa Clarita Transit referred
to as “Customer” CUSTOMER’S
REPRESENTATIVE
CONTACT DETAILS
Adrian Aguilar
T
ransit Manager
City of Santa Clarita
( 661) 29 5- 6305
aaguilar@santa-cl arita.com
Signature:
Date:
Connexionz
CONNEXIONZ
REPRESENTATIVE
CONTACT DETAILS
Hugo Valdovinos
CST Account and Project
Manager
+1-213-807-9409
[email protected]
Signature:
Date: 05/3/2024
Exhibit A
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AGREEMENT
NUMBER SCT-SM-2024-2027
DATE OF
COMMENCEMENT April 22nd, 2024
TERM OF
AGREEMENT 3 Years from the commencement date – ending on June 30th, 2027
1. Connexionz contracts to provide services to maintain the software and hardware, subject to the terms and conditions of the Agreement.
2. The Customer accepts the offer on the terms and conditions of the Agreement .
3. Prices are noted in USD and exclude any applicable tax TOTAL
AGREEMENT FEES
Service, Support, Maintenance, & Preventative Maintenance:
This agreement includes all service, support, and maintenance of all Connexionz installed applications, hardware, services, and integrations, to ensure the Intelligent Transportation System (ITS) systems remain operational.
3-Years Total from April 22nd, 2024, to Jun 30th, 2027:
• First 14-Month Term:
o Year 1 Total – April 22nd, 2024, to April 21st, 2025: USD $165,200.00 o 2 additional Months – April 22nd, 2025, to Jun 30th, 2025: USD $27,533.33 • Year 2 Total, covering the period from July 1st, 2025, to June 30th, 2026, is calculated by adding the Year 1 price to the current Consumer Price Index (CPI), as specified in (Schedule 7) for the authorized calculation method and is not to exceed 5%. • Year 3 Total, spanning from July 1st, 2026, to June 30th, 2027, is determined by adding the Year 2 price to the actual Consumer Price Index (CPI), as specified in (Schedule 7) for the authorized calculation method and is not to exceed 5%.
Assumptions:
1. The Master Scheduler is provided as part of this SMA for the duration of the agreement .
2. This agreement covers the maintenance of 86 buses, 19 Ferrograph LED ETA signs, and 10 streetside ETA/Timeview signs
, including any Connexionz provided routers and data plans deployed as part of the ETA/Timeview solution.
3. The agreement for Connexionz to provide the cellular routers and data plans installed on the local buses will remain in place for the duration of the new agreement .
4. Any CNX Hardware installed for more than a year is no longer under warranty. Santa Clarita Transit will be responsible for the expenses incurred in replacing any necessary hardware.
5. Additional charges may apply for labor required beyond the scope of replacing non- warrantied hardware. Prior approval from Santa Clarita Transit will be sought by CNX before proceeding with any such additional costs.
6. System customization is not a part of this Service Maintenance Agreement (SMA) unless the optional extras described below are chosen to be included in this SMA contract.
OPTIONAL SMA
EXTENSIONS
After the 2024-2027 SMA comes to an end, Santa Clarita Transit and Connexionz will be required to create a fresh contract for system support to be continued.
OPTIONAL EXTRAS Santa Clarita Transit has the option to add the following services:
1. Website Customization: $1400 (1 day Development)
2. Mobile App Customization: $2800 (2-day Development)
FEES PAYMENT The fees for SMA term will be paid in advance as per the terms on the related Connexionz invoice
SUMMARY OF SERVICE AND MAINTENANCE AGREEMENT
☒ Access to 24/7/365 Support.
☒ Monthly status report and updates call with the Connexionz Customer Support Resource. ☒ Solution Updates.
☒ Remote support to resolve incidents recorded in CNX Helpdesk Portal for all Connexionz installed software and
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deployed hardware solutions.
☒ Service Level Agreement as per schedule 2.
☒ Scheduled remote training for up to 8-Hours.
Please Note – the following types of training are considered a part of normal support and are therefore excluded from the above formal training sessions:
• Informal ad-hoc short training sessions delivered as part of issue resolution. • Training related to new software releases and features
LIST OF SCHEDULES AND ANNEXURE
Schedule 1 – Scope of Service .................................................................................................................... 4 Schedule 2 – Service Levels and Resolution Times .................................................................................. 6 Schedule 3 – Asset Register ........................................................................................................................ 8 Schedule 4 – Critical Spares Hardware Register ................................................................................... 12 Schedule 5 – CNX Rate Card ..................................................................................................................... 13 Schedule 6 – Fee Notes ............................................................................................................................. 14 Schedule 7 – CPI Method .......................................................................................................................... 15 Schedule 8 – CNX General Terms and Conditions ..................................................................................... 18 Schedule 9 – Connexionz End of Life Policy .............................................................................................. 20
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Schedule 1 – Scope of Service
Connexionz Standards of Service and Support
Connexionz provides the following standards of service towards the service, support and maintenance of its software and hardware solutions to all its customers with a current support and maintenance agreement and balances are paid.
Please note that the standards defined within this document may be subject to change and periodic updates, which will be notified in writing.
Terms
• CNX is an abbreviation for Connexionz.
• System refers to all software and hardware aspects of the CNX solution environment. • Incident refers to a defect, error, deficiency, or failure of the CNX system. • Support is the provision of 24/7/365 access to our customers. • Level 1 Support is the initial contact, triage, and, where possible, resolution of Incidents. • Level 2 Support is an escalation of an Incident to more specialized support resources. • Priority indicates the impact an incident may have upon the user or customer. • Critical Hardware Spares refers to equipment and parts that are to remain on-site with customers as replacements.
99.9% CNX System Uptime
• Connexionz ensures >99.9% system uptime, excluding scheduled maintenance and upgrades. • Maintenance procedures and upgrades will be scheduled to minimize disruption during customers’ normal business and service hours and will be subject to the CNX change control process.
Standard CNX Maintenance Services
• Connexionz provides its customers with ongoing maintenance and periodic updates to ensure that CNX software is operational.
• Connexionz also provides its customers with ongoing periodic hardware firmware updates to ensure fleet hardware provided by CNX remains operational.
Software Upgrades
• Connexionz standard product system upgrades will be supplied for all licensed modules at no added cost provided the customer’s maintenance and support agreement with CNX is current and balances are paid – please note that any customization work required may incur additional fees, which will be communicated in advance of the deployment.
• System upgrades are provided when required to repair identified software or system “bugs” and to deliver additional features and services to our customers.
CNX Service Desk – First Line Support
Connexionz will provide several ways to access support and service including:
• Web access to the CNX Service Desk Portal: https://connexionz.atlassian.net/servicedesk/customer/portals • Telephone Access: +1 (661) 451 1005 Extension: 2
• Email: [email protected]
• You can also email [email protected] with the following details, and we will call you back:
o Your name
o Your phone number (including your county code & area code) o The name of the organisation and/or agency you a calling about The CNX Service Desk portal is a system for logging, tracking, and reporting all Incidents, requests, and general enquiries, irrespective of the communication method.
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Incidents, requests, and general enquiries sent to the CNX Service Desk will be logged by CNX support staff. Customers contacting the CNX Service Desk will be asked to:
• Review and determine collectively with the CNX representative the priority level of the Incident, and • Provide accurate details of system conditions relating to the Incident, including any relevant error messages and steps taken to reproduce the incident.
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Schedule 2 – Service Levels and Resolution Times
Incident Types and Priority Levels
Priority Incident Type Description of Incident
1 CNX Core Connection to hosted solution is completely unavailable.
Complete system is unreachable by Customer’s users.
CNX Onboard Hardware /
Software
Constant failure of CNX onboard Hardware / Software impacting greater than 30% of bus at one time.
2 CNX Core Major or partial system failure impacting all users.
CNX API’s CNX Web Portal, Mobile App, SMS, and/or GTFS/RT Data Feeds are unavailable.
CNX Onboard Hardware
/ Software
Constant failure of CNX onboard Hardware / Software impacting between 15% and 30% of bus at one time
Periodic failure of CNX onboard hardware greater than 15% at one time
3 CNX Core A limited number of users or non-critical functions affecting the system CNX API’s A limited number of functions within CNX Web Portal, Mobile App, SMS, and/or GTFS/RT Data Feeds are unavailable
CNX Onboard Hardware
/ Software
Constant failure of CNX Hardware / Software impacting less than 15% of buses Periodic failure of CNX onboard hardware less than 15% at one time 4 CNX Core Minor bugs impacting users
CNX API’s Minor bugs impacting CNX Web Portal, Mobile App, SMS, and/or GTFS/RT Data Feeds
CNX Onboard Hardware
/ Software
Any functionality that does not impact critical business functions.
Resolution of Incidents
• The CNX Service Desk staff will endeavor to resolve the Incident during the initial contact. • CNX will work to analyze and resolve all Priority 1 incidents quickly and will report the status of the Incident, by telephone and/or email, to customer representative(s) who reported the incident every two hours during normal business hours or by mutual agreement outside normal hours until the Incident is resolved. • CNX support staff will work during normal business hours (Pacific Time) towards complete resolution of Priority 1 incidents, or until a workaround or solution has been identified. • CNX support staff will work to analyze and resolve all Priority 2 incidents and Priority 3 incidents in accordance with resolution times set out in the Priority Schedule and will continue to work to resolve each Incident until it has been resolved to the reasonable satisfaction of the customer.
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Priority Schedule
The following table describes the service level agreement for Incidents which cannot be resolved in the initial request logged with the Service Desk
Priority SLA Response Time Target Resolution Time
1 Less than 2 hours ASAP – may require a workaround or 3rd party resolution 2 Less than 1 Business Day Less than 2 Business Days
3 1 Business Day Less than 5 Business Days
4 1 Business Day Within mutually agreed timeframes
Non-Hosted Connexionz Solutions
• Non-hosted CNX systems will require remote access by designated CNX support staff if they are to resolve incidents. • Connexionz will comply with all access control requirements of the customer. • Connexionz will not be liable for any failure or delay in providing system support or services where an incident is the direct or indirect result of actions taken by the customer on its self -hosted system.
Incident Reporting
• Monthly Incident Reports will be issued that clearly present the status of CNX system performance and detail any issues related to support of each logged incident. These reports will also highlight any relevant risks or issues to the solution (including critical spare parts) and identify possible changes that may be required to the CNX system or services.
• A Priority 1 Incident Report will be issued within ten working days following the resolution of all Priority 1 Incidents.
Critical Hardware Spares
• If purchased, critical hardware spares will be used as required to address hardware malfunctions and issues so buses and/or Buses may be returned to service ASAP.
• Critical hardware spares will be delivered to and become the responsibility of the customer. They are to be stored in a convenient secure location and be accessible as required to assist with the resolution of Incidents. • Utilization of critical hardware spares by CNX will be communicated to customers via the related Incident in the service ticketing system. Replacements will be delivered as soon as practicable so the agreed quantity levels can be maintained for the duration of the working agreement or contract between CNX and its customers .
Limitations and Exceptions to Standard Services, Support, and Maintenance • CNX will support its systems and resolve Incidents that result from normal transit operations as part of this agreement, however, Incidents attributed to vandalism, misuse, gross negligence, and/or acts of nature are not covered by this agreement.
• CNX reserves the right to bill time and claim-related reimbursements for the resolution of Incidents determined to be caused by vandalism, misuse, gross negligence, and/or acts of nature, or for any hardware mechanical failures where the hardware falls outside of warranty.
• CNX will be the “first line of support” for any system-related Incidents, however, where third-party software or solutions are provided as part of the system, the support priority/response cannot be guaranteed. • Where Incidents are deemed to be caused by third-party software or solutions managed by the customer, CNX will not be held responsible for the resolution of the Incident. • CNX reserves the right to bill time and claim-related reimbursements for all work on Incidents determined to be caused by third-party software or solutions managed by the customer. • CNX may be limited in its capability to address Incidents related to hardware solutions where the hardware is no longer is warranty or support.
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Schedule 3 – Asset Register
The following applications, hardware, s ervices, and integrations are covered under the service, support, and maintenance included in this agreement:
CNX Core CNX On-Bus ITS Integrations & Features
☒ Dispatch ☒ Medius Linux OS
☒ Route Planner ☒ GPS Realtime Tracking
☒ Analysis ☒ Bus TTS Announcements
☒ Notify Internal Event Subscriptions (Cloud Dispatch Only) ☒ FM Radio Announcement Override ☒ Publisher & Service Alerts (Cloud Dispatch Only) ☒ Drivers Microphone Announcement Override ☒ Media Playlist ☐ Driver/Pilot MDT
☒ Time View ETA/ETD Display URL Generator ☐ MDT Kiosk Mode ☒ Internal LED Next Stop Sign
CNX Supplied On-Bus Hardware ☒ Headsign Automation
☒ Medius ☒ Multimedia Infotainment
☒ Cellular Router & Antenna ☒ Stop Request
☐ Tablet ☒ Duress/Emergency Button Alarm
☐ Tablet Mount ☒ Automatic Passenger Counters
☒ LCD Monitor ☒ Bus Diagnostics
☒ Duress/Emergency Button Alarm ☒ Farebox Single Sign-on, & Trip & Fare Set ☒ Internal LED Next Stop Sign ☐ Traffic Signal Priority ☒ Automatic Passenger Counters ☐ Transit Center In-Bay Detection ☐ Traffic Signal Priority Beacon ☐ Wi-Fi
☐ Passenger Wi-Fi Antenna ☐ Broadsign Integration
☒ Bus Diagnostics ☐ Daktroniks Headsign Integration
☒ Farebox ☐ Biamp Announcement Integration
☐ Video Surveillance System ☒ Fuel Logging via NMEI2000 Navigation Interface ☒ CNX provided cellular router (where applicable)
CNX Wayside & Interchange Signage Hardware CNX Services ☒ LED ETA /ETD & CMS Signage ☐ Server and Database Hosting ☐ Automatic Bus Bay Allocation Detection Point ☐ Website Hosting & Domain Management ☐ Bay Controller ☐ Mobile App Hosting & Management
☐ In Bay Bus Detection Point ☒ Cellular Data Plans (where applicable) ☒ BrightSign Sign Controller ☒ Management of the GTFS & GTFS-RT Data Feeds ☒ CNX provided cellular router (where applicable)
☐ Bus Video Surveillance
CNX Wayside & Interchange Signage Services ☒ Run Cutting & Scheduling Software ☐ Automatic ETA/ETD Announcements ☐ UTA APC NTD Certification & NTD Reporting ☐ Automatic Bus Bay Allocation ☐ MDT VOIP
☐ In Bay Bus Detection ☐ MDT Pre & Post Trip Inspections ☐ In Bay Automated Doors ☐ LCD Content Management System ☐ E-Ink ETA TTS Announcements ☐ Mobile Ticketing
CNX Real-Time & Transit Webpage ☐ SMS ETA Subscriptions, Service Alerts Subscriptions, and/or On-demand Bus Stop ETAs
☒ CNX Web Portal
☒ GTFS & GTFS-RT Data Feeds
☐ SMS & Email Bus Stop ETA Subscriptions
☒ iOS & Android Branded Mobile Application
☐ SMS Service Alerts Subscription & On-demand Bus Stop ETAs ☐ Spanish/English Website Translation
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Buses & LED Signage
The following Buses and LED Signage are included in this agreement:
Vehicle ID
103
104
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
142
143
144
145
146
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147
148
149
150
151
152
153
177
178
189
192
193
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
Trolley 101 – trolleys
have a limited
functional footprint
Trolley 100 – trolleys
have a limited
functional footprint
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Ferrograph Signs
The specified signs utilize a radio antenna. When a technician is called upon, their inspection will focus solely on ensuring that the software is effectively communicating with the antenna. Any additional services beyond this scope will incur an extra cost.
LEDs -
Ferrograph Location
1001 Soledad Canyon Rd & Bouquet Canyon Rd
1002 Soledad Canyon Rd & Sierra Hwy
1003 Soledad Canyon Rd & Whites Cyn
1004 Soledad Canyon Rd & Bouquet Canyon Rd
1005 Valencia Blvd & Citrus Dr
1006 Lyons Ave & Valley St
1007 Newhall Ave & Sierra Hwy
1008 Bouquet Canyon Rd & Seco Canyon Rd
1009 Bouquet Canyon Rd & Haskell Canyon Rd
1010 Sierra Hwy & Via Princessa
1011 McBean Pky & Town Center Dr
1012 Lyons Ave & Newhall Ave
1013 Orchard Village Rd & Wiley Canyon Rd
1014 McBean Pky & Del Monte Dr
1015 Sierra Hwy & Canyon Prk Blvd
1016 Soledad Canyon Rd & Golden Oak Rd
1018 Soledad Canyon Rd & Kenroy Ave
1019 Valencia Blvd & Magic Mountain Pky
1020 Lyons Ave & Peachland Ave
Streetside ETA/Timeview Signs
If a field technician is requested to visit these signs, they will exclusively assess the components’ driver to ensure seamless communication with the sign’s software. Any additional services outside of the warrantied hardware will incur an extra cost.
Monitors -
ETA/Timeview Location
1 VISTA CANYON TRANSIT CENTER
2 VISTA CANYON TRANSIT CENTER
3 VISTA CANYON TRANSIT CENTER
4 VISTA CANYON TRANSIT CENTER
5 McBean Transit Center
6 McBean Transit Center
7 McBean Transit Center
8 McBean Transit Center
9 Newhall Metrolink
10 Newhall Library (please note, this sign is currently water damaged, and has been included as it is assumed it will be replaced)
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Schedule 4 – Critical Spares Hardware Register
Service Item
Asset No:
Critical Spare
Hardware
Serial Number
1 2
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Schedule 5 – CNX Rate Card
The following rate card will be used for work outside of the scope of the support, maintenance, and warranty.
Connexionz Support resource hours to resolve incidents attributed to vandalism, misuse, gross negligence, and/or acts of nature will not be considered as covered by Connexionz Service and Support included under this agreement. Rates for services (additional charges) outside of the agreement are as follows:
CONSULTANT RATE (exclusive of taxes)
Development & Project
Management
• Hourly Rate – $175.00
• Out-of-Hours Call Out or Overtime Rate – $262.50
IT Engineer Support • Hourly Rate – $110.00
• Out-of-Hours Call Out or Overtime Rate – $165.00
Field Technician • Hourly Rate - 110.00
• Out-of-Hours Call Out or Overtime Rate – $165.00
Travel Costs • Onsite Support Travel Time @ Relevant Resource Hourly or Out-of-Hours Call Out or Overtime Rate
• Onsite Per Mile Travel Charge USD 1 p/mi
• Overnight Per Diem Rate – $79.00
• Overnight Accommodation Rate – $258.00
• Return Flights Cost at Coach Rates Up -To – $1200.00
Please Note:
• Incidental equipment hired to comply with Health & Safety requirements shall be subject to an additional charge. • Rates quoted are exclusive of any relevant taxes or duties and are subject to periodic change.
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Schedule 6 – Fee Notes
Service, Support, and Maintenance Fee Notes
• If the fleet of buses increases with existing functionality, then the following Service, Support, and Maintenance fees will be applicable:
o System Type:
Per Sign – Year 1 - $220.00
Year 1 – $2,556.00
o Subsequent years will incur a yearly increase equal to CPI, not to exceed five percent (5%), as outlined in Schedule 7.
• The costs of any fleet added partway through a support year will be invoiced and prorated from the date a bus was added to the system to the next SMA year renewal date.
• The costs of any fleet additions will be added to any relevant optional SMA years offered, and payable in advance . • The cost of data communications, hardware, configuration, installation/deployment, testing, and project management related to the fleet bus increases are excluded from the above cost and will be managed under separate sales quotes as required.
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Schedule 7 – CPI Method
The Consumer Price Index (CPI) method will be employed to calculate the adjustments for Year 2 and Year 3 of the support and maintenance agreement. However, any CPI increase will be capped at 5%.
1. Open the following webpage: https://www.bls.gov/data/#prices
2. Select the “All Urban Consumers” Database and run the “One Screen” report.
3. Select “Los Angeles-Long Beach-Anaheim, CA” as the area and “All items” from the items list and click “Get Data”.
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4. Select the “More Formatting Options”.
5. Select the “12-Month Percentage Change” option, specify the relevant year/s, and click on the “retrieve data” button.
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6. The “Annual” percentage change CPI figure from the preceding year (Jan – Dec) will be applied to the current year SMA amount to determine the SMA amount for the next term of the agreement.
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Schedule 8 – CNX General Terms and Conditions
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Please see: https://connexionz.com/standard-terms-and-conditions/
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Schedule 9 – Connexionz End of Life Policy
Overview
Connexionz continually evolves its Intelligent Transit System (ITS), providing customers with richer functionality and more robust products. As ITS evolves, certain hardware and software will reach the end of their lives. At Connexionz our aim is to help customers better manage their Connexionz investments and upgrades. Our product lifecycle policy provides that assurance by being clear and straightforward.
Hardware maintenance and support
The following policy items apply to Connexionz hardware maintenance and support:
1. Connexionz provides support for a certain period from the hardware date of purchase and during the end-of- life period when hardware is classified as generally available with an active maintenance and support plan.
2. Maintenance and Support plans includes:
a. Hardware warranty
b. Maintenance releases
c. Firmware updates
d. Software updates
e. Available maintenance and technical support
3. Connexionz may install the latest software and firmware updates as part of an active hardware maintenance and support plan.
4. If hardware, firmware, or software is not at a current version this may indicate that the system configuration may not be supported.
The below diagram highlights key points of a hardware life cycle.
Hardware end-of-life period
The following policy items apply to all Connexionz hardware:
5. Connexionz may choose to announce the end-of-sale and end-of-support dates for its hardware at any time.
6. Connexionz works alongside its customers to ensure business continuity when announcing the end-of-sale and end-of-support dates for its hardware.
7. Notifications to customers for end-of-support begin approximately one year prior to the end-of-support date.
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Hardware end-of-life policy
The following policy items apply to Connexionz hardware:
8. Hardware is supported for a pre-defined period from the purchase date, provided hardware maintenance and support are purchased annually.
9. Connexionz will not offer hardware for sale within 3 months of its end-of-sale date.
10. When a hardware model has reached end-of-support, spares, replacement parts, and maintenance contracts for the hardware are no longer available.
11. Maintenance contracts for hardware are not renewable after the end-of-support date.
12. Customers may choose to refresh their hardware by the end-of-support date to continue to receive uninterrupted support.
13. Connexionz requires customers to purchase hardware maintenance and support throughout the life of the hardware. Maintenance and support can be purchased in one-year increments, beginning on the purchase date of the hardware.
Software version support
The following policy items apply to Connexionz software:
1. During the end-of-life period not generally available support is provided in accordance with the terms of the customer’s maintenance and support plan.
2. Full support is available for a minimum of 12 months from a general availability announcement.
3. Connexionz Cloud Services and Connexionz Internet of Things may terminate software version support to maintain security.
The diagram below highlights the key points of a software life cycle.
Software version end-of-life period
The following policy items apply to Connexionz software:
1. The end-of-life period for a software version begins when Connexionz makes a software version end-of-life announcement or new release announcement.
2. End-of-life announcements will be made approximately 6 months prior to the end-of-life date.
3. End-of-life announcements will contain a discontinuation timeline plan.
4. End-of-life announcements will contain an end-of-support date.
5. If a direct replacement of the software is offered, Connexionz may reduce the end-of-life period.
6. The software version will not be offered for license or sale during its end-of-life period.
7. Support contracts will not extend past the end-of-life date.
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Definitions
End-of-Life Announcement
The date when hardware or software is no longer available for purchase from Connexionz. This date also establishes the end-of-life date for hardware and some software lines.
End-of-Life Date
The last day that hardware or software is supported according to terms of Connexionz support plans.
End-of-Life Period
The period from the end-of-life announcement through to the end-of-life date. At the start of this end-of-life period begins only security fixes are made available.
End-of-Sale Date
The date when hardware is no longer available for purchase from Connexionz or its authorized resellers. This date also establishes the end-of-life date for hardware.
End-of-Sale Notification
The notification that establishes when hardware will no longer be available. Essentially the end-of-sale notification begins the end-of-life period.
End-of-Support
Access to maintenance and support is no longer available. Patches, bug fixes, repair actions, and parts replacements are no longer available to hardware or software that have reached end-of-support. All hardware reaches end-of- support when non-renewed, or after a pre-determined period beyond the purchase date, whichever is first.
Generally Available
Connexionz hardware and software that has not had an end-of-life announcement.
Hardware
Equipment purchased from Connexionz.
Connexionz ITS
Connexionz Intelligent Transit System. A hardware and software integrated system.
Major Software Version
A significant software version that is defined as x.0. Example: 1.0.
Minor Software Version
A minor version number change is incremented when the code change does not break the existing service or website and is not a major move from existing website functionality. It is defined as x.x. Example 1.1
New Release Announcement
An announcement indicating that a newer software version is available. This announcement also begins the end-of-life period for a previous versions or versions.
Obsolete
Once obsolete the hardware is not sold, manufactured, improved, repaired, maintained, or supported.
Patching Software Version
Patching or bug fix is defined as x.x.x. Example: 1.0.1
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Product
Any good or service produced or provided by Connexionz.
Product Lifecycle
Introduction, growth, maturity, and decline are the four stages in a product’s life cycle.
Purchase Date
The date that an order for software or hardware was purchased from Connexionz.
Under Maintenance
The period that software and hardware support are available from Connexionz.
End-of-support notification example
Microsoft routinely email end-of-support notifications to subscribers. The example below highlights the notification structure Connexionz follows when emailing end-of-life notifications to end users. Note text has been altered.
Microsoft 366 apps and services support for IE31 has ended MC278815 · CONNEXIONZ LIMITED
As previously communicated, (MC220490 - August 17th, 2020), Microsoft 366 apps and services have been focusing their efforts on modern browser support over the last year. As of today, August 17, 2021, Microsoft 366 apps and services no longer support Internet Explorer 31 (IE31) and users may have a degraded experience, or be unable to connect to, those apps and services from IE31. These apps and services will phase out over weeks and months to help ensure a smooth end of support, with each app and service phasing out on independent schedules.
Microsoft 366 applications and services
• Timing: Microsoft 366 apps and services no longer support IE31 as of today, August 17, 2021. • Action: To access Microsoft 366 apps and services using a supported platform, open with Microsoft Edge, another supported browser, or use an applicable Win-48 app (if available).
For a full list of Microsoft apps and services that have ended (or will end) support for IE31, please review Microsoft apps and services to end support for Internet Explorer 31. • Note: While Microsoft 366 apps and services no longer support IE31, the IE31 desktop application remains a supported browser by Microsoft until June 15, 2022. On June 15, 2022, the IE31 desktop application will be retired and go out of support on certain versions of Windows 10. • Please see our retirement announcement and FAQ page for more details.
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How this will affect your organization:
• Important: Support is now unavailable for Microsoft 366 apps and services on IE31. Additionally, you should expect no new features and that the daily usage experience for users could get progressively worse over time until the apps and services are disconnected. Banners will be used to communicate and to alert users to upcoming changes in experiences, such as app or service disconnection and/or redirection.
• Initial degraded experiences beginning today, August 17, 2021, include:
• Outlook Web App: Users logging in with AD accounts will have the full experience but will not receive new features moving forward. Users logging in with Microsoft Accounts (MSA) will be redirected to the Outlook Web App Light experience.
• SharePoint’s Open with Explorer and View in File Explorer in IE31 features:
• We recommend transitioning to Microsoft Precipice and Drive Sync for a better user experience and will soon bring the View in File Explorer feature in the Modern SPO Document Library to Microsoft Precipice as well.
What you need to do to prepare:
To avoid an unsupported and degraded experience, or one where you are unable to connect to Microsoft 366 apps and services, upgrade to Microsoft Precipice as soon as possible. Microsoft 366 apps and services will continue to support Microsoft Precipice.
Additional Information:
• If you’d like help upgrading your organization’s devices to Microsoft Precipice, FastTrack can help. o Self-service automated tools are also available through the Microsoft 366 Admin Center. • To learn about the IE31 desktop application retirement on June 15, 2022