Product Life Cycle and Software Maintenance Policy

Product Life Cycle and Software Maintenance Policy

Thank you for using ABBYY products!

Detailed legally binding terms applicable to ABBYY Software Maintenance and Upgrade Assurance Services are available in ABBYY Software Maintenance and Upgrade Assurance Terms (SMUA Terms).

This Product Life Cycle and Software Maintenance Policy outlines the purchase and customer support options available for various ABBYY products. The principles underlying this policy are very simple and have been established to help our customers easily choose those options that best suit their needs.

The life cycle of each ABBYY product has three stages:

  • Current Portfolio (i.e. fully Supported Products);
  • End of Sales Products;
  • End of Life Products;

Generally ABBYY provides SMUA Services for the most current major version plus the one previous major version (except for Mobile Applications where SMUA services are available for current product version only)*.

* These are only general guidelines. Please refer to the complete list of supported product versions to find out the current stage of a particular product version. All products and product versions not found in the list are End of Life Products.

The Product Life Cycle and Software Maintenance Policy and the list of supported product versions do not apply to ABBYY products specifically developed or modified for individual customers. In the case of OEM products, their “standard” (i.e. basic) versions are listed.

SMUA Services Purchase Availability

The table below determines SMUA Services purchase availability by default for a product at a certain stage of its life cycle:

Current Portfolio End of Sales End of life
  • Product licenses
  • Product maintenance releases
  • Bug fixing
  • License extension
  • Additional product licenses
  • Run-time licenses
  • License extension
  • Additional product licenses
  • Run-time licenses
  • No purchase options by default.
    As an exception, they may be available under a separate agreement.

Software Maintenance Policy

ABBYY is committed to providing you with the software maintenance you need to make the most of your software experience. In addition to any tutorials and integrated help files that may be distributed with the software, ABBYY provides software maintenance (customer support) as a part of SMUA Services to registered customers of legal versions of ABBYY products.

Communication Methods

You can contact the ABBYY customer support team via ABBYY Help Center or by other means that may be available to you in accordance with SMUA Terms except for support for Mobile Applications where Mobile Support shall be used and Dictionaries and Translation software where Lingvo Support shall be used.

Customer support for ABBYY products received as part of a bundle deal (also known as OEM versions) is available only by e-mail and via the online form.

Working Hours

  • Online activation and registration are available 24/7. Note, however, that some of the products cannot be activated or registered on the website. To activate or register such a product, select the corresponding command or menu item in the product.
  • Customer support team working hours depend on your SMUA services level and are determined in the SMUA Terms.

Speed of Response

The ABBYY customer support team makes commercially reasonable efforts to answer all requests as soon as possible within 1 business day unless shorter time is determined in applicable SLA.

In response to your support request, you may receive a solution, a request for more information, or notice that work on your problem is in progress.

SMUA Services Pricing

The table below describes SMUA Services pricing for products in their different life cycle stages*:

ABBYY Product Line Current Portfolio End of Sales End of life
FineReader* For Single User Licenses: included in the product price unless otherwise stated in a separate written agreement. For Volume Licenses: please contact the sales manager responsible for your region for an exact quotation** SMUA Services not available
Data and Document Capture* Please contact the sales manager responsible for your region for an exact quotation**
SDKs*
Mobile Applications* Included in the product price SMUA Services not available

*Please refer to the complete list of supported product versions to find out if your product version is supported.

**Software Maintenance and Upgrade Assurance is available from the ABBYY office or by ABBYY partner in your region.

*** For all Cloud Products and Subscription licenses Standard Level of SMUA services is included in the product price.

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