サポ

PIAM Lifecycle Resources

Learn more about the the product lifecycle for HID SAFE, EasyLobby, and related offerings.

Your investment in our solutions is a unique partnership. To ensure we are stewards of your investment we must consider the entirety of our product portoflio and the overall supportability of our technology. Below are the stages we adhere to for product lifecycles and how those impact various aspects of our partnership.

Stage: General Availability

The current version that is available to customers. All deployments and upgrades will be based on this version.

Impact: Customer Support, EngineeringBugs found in the current GA release are fixed in the next release and as an update to the current GA if time allows. Critical security issue fixes are available to all Supported versions, all other security issues per normal bug resolution.

Stage: Supported

The Supported stage begins when a new release is made generally available.

Impact: ContractFrom this stage's recorded start date, customers can renew subscriptions or maintenance at current applicable price for supported SAFE versions, modules, and components for 12 months. Customers can expand existing licenses or subscriptions (top up).

HID recommends customers looking to expand their contract with new modules upgrade to the latest GA release as part of the expansion.
Impact: Customer SupportBugs will be fixed in the next GA release and made available via upgrade, excluding Priority Level 1 ("customer down") and product security issues.

Standard support applies for those with current and valid agreements and can be purchased or renewed until the Extended Support stage begins.
Impact: EngineeringNo product enhancements. Work will be purely on an as-needed basis for the sole purpose of product security (limited to vulnerabilities in HID's software) and only for customers with valid and current support agreements.

Stage: Limited Support

The Limited Support stage begins 2 years after a release is generally available.

Impact: ContractFrom this stage's recorded start date, customers can renew subscriptions or maintenance at current applicable price for supported SAFE versions, modules, and components for 12 months. Customers can expand existing licenses or subscriptions (top up).

HID recommends customers looking to expand their contract with new modules upgrade to the latest GA release as part of the expansion.
Impact: Customer SupportSupported work is limited to Priority Level 1 ("customer down") and security issues limited to vulnerabilities in HID's software.
Impact: EngineeringNo product enhancements. Work will be purely on an as-needed basis for the sole purpose of product security (limited to vulnerabilities in HID's software) and only for customers with valid and current support agreements.

Stage: Extended Support

Extended Support begins 1 year from the date of an End-of-Life announcement unless a date is defined in that announcement.

Impact: Contract Customers can purchase Extended support/subscription based on the current applicable rates for 12 months but not to exceed 12 months from the initial retirement date. Customers can expand existing licenses or subscriptions (top up). No new modules will be licensed or subscribed. No discount available.
Impact: Customer SupportSupported work is limited to Priority Level 1 issues and security issues limited to vulnerabilities in HID's software.
Impact: EngineeringNo product enhancements. Work will be purely on an as-needed basis for the sole purpose of product security (limited to vulnerabilities in HID's software) and only for customers with valid and current extended support agreements.

Stage: Retired

Retirement begins 1 year from the start of Extended Support unless a date is defined in the End-of-Life announcement.

Impact: ContractNo support or subscription extensions.
Impact: Customer SupportNo support offered
Impact: EngineeringNo resources will be allocated for any reason

Additional Terms

For software distributed on-premise, Customer shall promptly download, distribute and install all software maintenance updates as released by HID. Customer acknowledges that any failure to do so could result in Customer’s inability to receive Support Services. Certain updates may require a hardware upgrade to function properly. HID is not liable for the performance of an HID Offering that has not been installed in accordance with HID’s installation instructions or Customer has failed to install a software maintenance update.

Product: HID SAFE (all products and modules, including HID SAFE Custom, but excluding below)

VersionStatusExtended Support BeginsRetirement DateNote
SAFE 2023General Availability   
SAFE Classic (5.19)General Availability   
5.18Supported   
5.12-5.17Limited Support   
5.6-5.11Limited Support1 April, 20251 April, 2026Announced April 2024
4.6-5.5Extended Support1 April, 20241 April, 2025Announced April 2023
4.5 - beforeRetired 1 October, 2022Announced October 2019

Product: HID SAFE for Healthcare

VersionStatusExtended Support BeginsRetirement DateNote
SAFE 2023General Availability   
SAFE Classic (5.19)General Availability   
5.18Supported   
5.12-5.17Limited Support   
5.6-5.11Limited Support1 April, 20251 April, 2026Announced April 2024
4.6-5.5Extended Support1 April, 20241 April, 2025Announced April 2023
4.5 - beforeRetired 1 October, 2022Announced October 2019

Product: HID SAFE for Government

VersionStatusExtended Support BeginsRetirement DateNote
SAFE 2023General Availability   
SAFE Classic (5.19)General Availability   
5.18Supported   
5.12-5.17Limited Support   
5.6-5.11Limited Support1 April, 20251 April, 2026Announced April 2024
4.6-5.5Extended Support1 April, 20241 April, 2025Announced April 2023
4.5 - beforeRetired 1 October, 2022Announced October 2019

Product: HID SAFE for Aviation

VersionStatusExtended Support BeginsRetirement DateNote
SAFE 2023General Availability   
SAFE Classic (5.19)General Availability   
5.18Supported   
5.12-5.17Limited Support   
5.6-5.11Limited Support1 April, 20251 April, 2026Announced April 2024
4.6-5.5Extended Support1 April, 20241 April, 2025Announced April 2023
4.5 - beforeRetired 1 October, 2022Announced October 2019

Product: EasyLobby

VersionStatusExtended Support BeginsRetirement DateNote
10.7General Availability  Build Change Log
10.6 - beforeRetired November, 2020 
HL7 AgentExtended Support 1 January, 20231 January, 2025Applies to all versions of the software
EasyLobby SoloRetired 20 December, 2019