Coveo Version Support Lifecycle Policy

The Version Support Lifecycle describes the phases during which Coveo products are eligible for hotfixes and support.

It is our policy to provide support and fixes in current versions of our software to supported customers; fixes to older versions are at Coveo discretion. Coveo strives to put resources behind the most recent product updates in order to continually improve and enhance the value of our software.

We will attempt to answer questions on older versions of our products provided resources are available; however, we encourage customers using discontinued versions to upgrade to the current version of the software.

“Inactive Version” means all releases of any major version that have been succeeded by a more recent major version of the Software. All releases preceding the release of a following major version become inactive immediately upon such release.

Support and Maintenance services for a version of the Software that has been retired by Coveo is excluded from this Policy. Support and Maintenance services are provided for versions issued in the previous eighteen (18) months running unaltered on an appropriate hardware and operating system configuration as specified in the Documentation; provided however that the last release of an Inactive Version will be supported for three (3) years from the moment it becomes inactive.

Product Enhancements

Customers interested in submitting product enhancement requests can do so by creating a case with Coveo Support or by logging their “Idea” on our Customer Community.

Once documented, the request will be submitted into the enhancement review system and the identification number will be provided to the submitter and the Support case will be closed.

Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product update. Product enhancements will not be considered or implemented in current or prior product updates. There is no guarantee that a specific enhancement request will be implemented in a future version of Coveo products. Coveo, at its discretion, may determine that certain enhancements to functionality in the product may be offered for an additional charge or as a chargeable option.

Product Defects

If your issue is determined to be a defect in a Coveo product, it is recorded in our defect tracking system and escalated to Coveo Research & Research & Development. You will be notified when an update that resolves your reported defect is available and a link will be provided to that update/hotfix from the Coveo Product Updates page.

Product Licensing

Coveo products have license keys generated for their use. Some products require a new license key when upgrading Coveo to a new update and/or hotfix.

If you have Questions regarding licensing of a Coveo Product please email the Coveo Licensing team: activation@coveo.com. A Coveo Licensing Representative will respond to your query within 48 hours.