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:

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, Business Card Reader, Screenshot Reader...)

Current major version**

One previous major version

All other versions not found in first two stages

Data and Document Capture
(FlexiCapture, Recognition Server, Scan Station…)

Dictionaries and Translation

SDKs
(FineReader Engine, FlexiCapture Engine, Mobile 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 minimal 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:

ABBYY technical support services do not include any of the following:

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

Online Form

E-mail

Phone

FineReader*

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Data and Document Capture*

Dictionaries and Translation*

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SDKs*

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Mobile Applications*

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* 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 an OEM versions) is available only by e-mail and via the online form.

Working Hours

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 the following time periods:

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.

_____________

* ABBYY Business Card Reader iOS Corporate Edition for Salesforce CRM – within 1 business day

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 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 from the ABBYY partner in your region.

Complete list of supported product versions

Support Contacts

Choose your country and product to see the support contacts