1. DEFINITIONS
1.1 “Customer” means the person or entity whose authorized agent has ordered Support Services from Synacor or from an authorized distributor or reseller.
1.2 “Documentation”means the official user or operator documentation for the Software published by Synacor and generally made available to its customers, as may be updated from time to time by Synacor. Such Documentation will identify the specific product features and functionality of the Software (and each component thereof).
1.3 “End User” means a user authorized to access or use the Product(s).
1.4 “Extended Support” means the Support Services that may be available at an additional charge on any Product that has reached its End of Availability, as defined in Section 2.2 below. Extended Support, if purchased, extends the Technical Guidance period on an annual basis. The customer must be an actively supported customer in good standing in order to enter into Extended Support. Code modifications, patches or custom development by Synacor onproducts supported under an Extended Support agreement will require a separate Statement of Work and are not included in the Support Services defined in this Agreement.
1.5 “General Support” means the Support Services provided for a defined period from general availability (“GA”) of a Major Release, as set forth in Synacor’s Support Services Program. General Support includes bug and security fixes and technical support services.
1.6 “Maintenance Services” means the provision of Maintenance Releases, Minor Releases, and Major Releases (each defined below), if any, to the Software, as well as corresponding Documentation, to Customer.
“Maintenance Release” or “Update,” means a generally available release of the Software that typically provides maintenance corrections or fixes only, designated by Synacor by means of a change in the digit to the right of the second decimal point (e.g. Software 8.0 >> Software 8.0.1).
“Minor Release” means a generally available release of the Software that (i) introduces a limited amount of new features and functionality, and (ii) is designated by Synacor by means of a change in the digit to the right of the decimal point (e.g., Software 8.0>>Software 8.1).
“Major Release” of “Upgrade,” means a generally available release of the Software that (i) contains functional enhancements or extensions, and (ii) is designated by Synacor by means of a change in the digit to the left of the first decimal point (e.g., Software 8.0 >> Software 9.0).
1.7 “Modified Code” means any modification, addition and/or development of code scripts deviating from the predefined product code tree(s)/modules developed by Synacor for production deployment or use. Configuration of Software options which are intended to be altered is not considered a modification of the Software.