Product Life Cycle Policy

Amadeus provides an array of hospitality software solutions governed by the Modern Life Cycle Policy and the Fixed Life Cycle Policy. The policies articulate the level of service and support provided based on where a product is within its life cycle. Navigate to the bottom of the page for further information on your individual product and FAQs.

Modern Life Cycle Policy

The Modern Life Cycle Policy covers products serviced and supported continuously, such as the cloud-based products Amadeus Sales & Event Management Advanced (Delphi.fdc) and Amadeus Cloud Property Management. Under this policy, customers must be licensed to use the product and willing to update, if required by Customer Support, as fixes will only be provided for the latest two releases (or a subsequent future release).

Change Notification:

  • Frequent product changes require customers to be alert for product modifications.
  • Unless otherwise noted, Amadeus’ policy is to provide a minimum 30 days notification when customers must take action to avoid significant degradation to the normal use of the product.

Continuity: Amadeus will provide a minimum of 12 months notification prior to ending support if no successor product is offered.

Please see the Modern Life Cycle Policy FAQs for more details.

 

Fixed Life Cycle Policy

The Fixed Life Cycle Policy covers traditional software products, enabling Amadeus to deliver innovation for its customers and award-winning service. By responsibly retiring older products and moving customers from legacy solutions to current offerings, Amadeus makes its clients more efficient, effective, and successful in their daily operations. All products flow through a series of milestones, starting at General Availability and culminating with End-of-Life. Here is a description of each stage in a product’s life cycle with an estimated timeframe, subject to change per the discretion of Amadeus:

  • General Availability: The product is actively developed, sold, installed, and supported.
    • Duration: Varies by product
    • Services: Ability to purchase, install, and update product. Development addresses prioritized enhancements and defects.
    • Mainstream Support: Full offering of paid support services including escalation to Development. Ability to request product updates, including fixes for reported defects and changes to existing features (enhancements). Customers may be required to update to the latest version of their product.
  • End of Sale: The date after which the product will no longer be sold.
    • Timing: 3 – 6 months prior to the End-of-Life Notification
    • Services: Ability to install or update products already purchased. Development addresses prioritized enhancements and defects.
    • Mainstream Support: Full offering of paid support services including escalation to Development. Ability to request product updates, including fixes for reported defects and changes to existing features (enhancements). Customers may be required to update to the latest version of their product.
  • End-of-Life Notification: Communication to customers defining the official dates when a product will no longer be developed or supported.
    • Timing: 6 – 12 months prior to End of Engineering and 1 – 2 years prior to End-of-Life date
    • Services: Ability to install or update products already purchased. Development addresses prioritized defects only. Enhancement requests will no longer be considered.
    • Modified Mainstream Support: Full offering of paid support services including escalation to Development. Ability to request product updates for reported defects only. Customers may be required to update to the latest version of their product.
  • End-of-Engineering: A defined date when all product Development activity ceases.
    • Timing: 6 – 12 months prior to final End-of-Life date
    • Services: Ability to install or update products already purchased. The Development Team will no longer provide any product updates.
    • End-of-Engineering Support: “Reasonable effort” will be provided by the Customer Support department for paid support services. Escalation to Development is no longer available. Customers may be required to update to the latest version of their product.
  • End-of-Life: A defined date when a product is fully retired/sunset, along with all accompanying services.
    • Timing: 1 – 2 years following the End-of-Life Notification
    • Services: Services are no longer available. Products will no longer be installed or updated.
    • Support: Support is no longer available.