Purpose

Mersive customers can access any Solstice Pod software updates released within their active subscription term. Once a Pod’s subscription term expires, customers cannot access additional Pod software updates released after the subscription expiration date. However, at times Mersive may elect to provide customers access to important bug fixes and/or security updates available in a patch release even if their subscription has expired.

Mersive’s policy for out-of-subscription access to software patch updates are modeled around critical issues that relate to security; however, Mersive may add other fixes if it deems it appropriate. This policy applies to all Solstice Pods that have expired subscriptions but are still on supported versions of Solstice software and hardware.

Out-of-Subscription Software Policy

  • Patch releases are updates to specific versions of the Solstice software as designated by Mersive and released to fix specific issue(s). The fix(es) for specific issues included in a patch release are determined by Mersive as being of critical severity, such as security fixes.
  • Mersive may elect to provide customers access to important bug fixes and/or security updates available in a patch release even if their subscription has expired.
  • There is no predetermined cadence for Solstice software patch releases made available for out-of-subscription Solstice Pods, but instead will be released as needed if it is determined by Mersive to be necessary.
  • End-of-Life (EOL’d) versions of Solstice software and hardware are not eligible under this policy; the software and hardware version must be officially supported by Mersive to qualify.
  • If the Solstice Pod is out of subscription, only the specific fix(es) included in the software patch release will be supported by Mersive’s technical support team. General technical support is not available for out-of-subscription Solstice Pods.
  • Information on the availability of software patch releases will be available on Mersive’s technical support portal.
  • Solstice administrators will be able to see any available software versions the Pod is entitled to and update Pods to that software version using Solstice Cloud or the Solstice Dashboard.

If you have any questions at all, please contact Mersive Support at support@mersive.com or open a support ticket in our Support Portal for further assistance.