Product Life Cycle and Technical Support Policy

Product Life Cycle and Technical Support Policy

Thank you for using ABBYY products!

The purchase and technical support options available for various ABBYY products are outlined in this Product Life Cycle and Technical Support Policy. 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
  • End of Sales
  • End of Life

The table below matches the product versions against their typical life cycles:

ABBYY Product Line Current Portfolio* End of Sales* End of life
FineReader
(FineReader, PDF Transformer, Comparator, Business Card Reader, Screenshot Reader...)
Current major version** One previous major version All other versions not found in the first two stages
Data and Document Capture
(FlexiCapture, Recognition Server, Scan Station…)
Dictionaries and Translation
SDKs
(FineReader Engine, FlexiCapture Engine, Mobile Capture SDK, PassportReader…)
Two previous major versions
Mobile Applications
(Business Card Reader, CardHolder, FineScanner, Lingvo Dictionaries …)
None

* 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.

** If a new version of a product is not going to be released, the minimum period of maintenance is assumed to be five years.

The Product Life Cycle and Technical Support 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.

Purchase and Technical Support Options

The table below determines options available 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
  • Technical support
  • Bug fixing
  • License extension
  • Additional product licenses
  • Run-time licenses
  • Technical support
  • No purchase options, technical support options, or licenses are available by default.
    As an exception, they may be available under a separate agreement.

Technical Support Policy

ABBYY is committed to providing you with the support 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 technical support subject to terms and conditions stated below* to registered customers of legal versions of ABBYY products.

*ABBYY reserves the right to change this Technical Support Policy at any time without any prior notice.

Covered Issues

ABBYY technical support services include recommendations on:

  • installing an ABBYY product on any of the operating systems listed in the System Requirements for the product
  • activation
  • using the functionality described in the product documentation

ABBYY technical support services DO NOT include any of the following:

  • general computer or networking education
  • coding or creation of custom modules or solutions
  • using or configuring third-party products

Issues that are not covered by the ABBYY technical support services may be covered by ABBYY professional services, whose terms and conditions are determined by the ABBYY office or by ABBYY partner in your region.

Communication Methods

You can contact the ABBYY technical support team by using the following communication methods:

Product lines Communication Methods
FineReader* ABBYY Help Center
Data and Document Capture* ABBYY Help Center
Dictionaries and Translation* Lingvo Support
SDKs* ABBYY Help Center
Mobile Applications* Mobile Support

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

Technical 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.
  • For all other technical questions, contact us on weekdays (except for national holidays) during the regular office hours of the ABBYY offices or ABBYY partner in your region.

Speed of Response

The ABBYY technical support team makes every effort to answer all requests as soon as possible. Please expect your request to be answered within 1 business day.

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.

Technical Support Pricing

The table below describes technical support pricing for products in their different life cycle stages:

ABBYY Product Line Current Portfolio End of Sales End of life
FineReader* Included in the product price for standalone licenses unless otherwise stated in a separate written agreement Support may be provided for an extra charge
Dictionaries and Translation*
Data and Document Capture* The price of technical support and maintenance is regulated by a Maintenance and Support or SMUA** agreement and depends on the product and region. Please contact the sales manager responsible for your region for an exact quotation.
SDKs*
Mobile Applications* Included in the product price Technical support not available

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

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

The complete list of supported product versions.

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