PRODUCT LIFECYCLE POLICY

Mitsubishi Electric Iconics Digital Solutions, Inc. (herein referred to as “the company”) is committed to delivering high-quality software products to its customers. This Product Lifecycle Policy outlines the company’s approach to product updates and upgrades throughout each stage of the lifecycle, enabling customers to make informed decisions about their systems. 

Please refer to Table 1 below for a high-level summary of how this lifecycle policy applies to product versions and updates, customer support, and SupportWorX services.

Table 1: Product Lifecycle Summary

Executive Summary: Product Lifecycle Status

The summary as outlined in Table 1, provides an overview of the current lifecycle phase, release date, projected update timeline, and license replacement status for each major version. Customers can use this information to plan updates and upgrades with clarity and confidence.

Note: "Product Updates" refers to the current or anticipated timeframe for a lifecycle phase transition. Customers will be notified at least 12 months in advance of any such change. "License replacement" indicates whether—and until when—licenses can be replaced through the self-service website.

The specified time frames may be adjusted if changes occur in the underlying technical environment, such as the discontinuation of a Microsoft operating system or other external system components. As a result, for certain products or updates within those versions, product maintenance and/or customer support may not be available beyond the operational lifespan of these external dependencies.

The information contained in the balance of this page outlines the company’s approach to software maintenance and ongoing development — specifically, how the company:

• Introduces fixes for anomalies and security vulnerabilities
• Adds new features and functional enhancements
• Manages versioning and software lifecycle status at the time of publication

If you have questions about a specific version that is not clearly documented, you can contact the product management team at [email protected].

Key Terms and Definitions

For better understanding of this policy, the following key terms are defined:

• Lifecycle Phases – The distinct levels of support that products move through as new updates become available.
• Development Activity – The level of updates and enhancements provided as a product progresses through the lifecycle phases.
• Customer Support Tasks – The specific support actions available to customers, based on the product’s lifecycle phase.
• Version – A major software release identified by the first number in the release sequence (e.g., v10, v11); previously referred to as the “major release.” Each version may include multiple updates released over time.
• Update – A new release within a version (e.g., 11.01, 11.02, 10.95, 10.97.3 CFR1). The following sections describe each of these in more detail.

These definitions provide important context for understanding the company’s approach to product updates and support throughout the software lifecycle. This policy applies to the GENESIS and Historian family of products and does not include services and SaaS offerings.

Lifecycle Phases

The software lifecycle consists of defined phases that describe how a version’s level of support changes over time. These phases, as shown in Table 2, define the type and extent of support and development activity provided during each stage of a product’s lifecycle.

Table 2: Product Lifecycle Phases

As new versions become generally available, earlier versions transition through the lifecycle phases (left to right in Table 2). Each transition reflects a change in support level based on the company’s ability to maintain that version.

Customers are strongly encouraged to adopt the latest update of the Current version to maintain the highest level of security with the latest enhancements. Special support accommodations may be available for customers who are unable to adopt Current or Maintained versions due to technical constraints.

Lifecycle Phase Description

A lifecycle phase defines the stage of development and support for a given software version. All updates within that version—regardless of patch or CFR level—are governed by the same lifecycle phase. These phases are not tied to specific time limits. Instead, versions move through the phases as new versions become available.

Below are descriptions of each phase:

Current Phase: Continuous development applies to the most recent version of the product.

• When a new version is released, it enters the Current phase.
• The previous Current version then moves to the Maintained phase.

Maintained Phase: Limited development applies to versions released prior to the Current version.

• Product updates during this phase are gradually reduced due to technical and commercial limitations.
• When a new version enters the Maintained phase, all existing versions in this phase move to the Retired phase.

Retired Phase: Discontinued development and limited availability apply.

• Products will no longer be available for general purchase, or an end of sales date will be set. Products will remain accessible for download by entitled customers.
• In limited OEM-specific situations, new licenses for these products may still be sold.
• Existing licenses remain valid, and replacement licenses and license changes are still possible. An extended lifecycle date will be published. After this date, replacement licenses and license changes will not be possible.
• Customer support is still available, but the company no longer provides product fixes or updates for this version. Any new fixes may be applied to the Current and/or Maintained versions.
• The ability to download retired versions will eventually cease and only be available upon request.

End of Life

• Product is not available for purchase or for download.
• No future product updates will be provided.
• Replacement licenses are not available.
• We will make our best effort to assist customers with End-of-Life product, however, customer support for the product should be considered as not available.

Development Activity by Lifecycle Phase

Development Activity is directly tied to the lifecycle phase of a product version. Table 3 outlines the level of development support and related activities available during each phase.

Table 3: Development Activity by Lifecycle Phase

¹ Technologies such as Microsoft .NET as well as other technologies that are used within the GENESIS platform may trigger the major version increment and an adjustment of the version support phase for previous versions. Special attention will be given to technologies as these relate to security.

*For any version older than the stated Retired versions, we encourage you to contact your local sales or channel representative at the Company if you have a product need.

The company prioritizes the resolution of software issues based on user impact and other defined criteria and reserves the right to adjust development and support activities at its discretion.

The product development lifecycle includes three distinct activity groups, each representing a different level of ongoing development effort: Continuous Development, Limited Development, and Discontinued Development.

The descriptions below clarify what customers can expect from each group in terms of updates, enhancements, and long-term planning:

1. Continuous Development applies to the version in the Current Phase. During this activity group, development activities may include:
   • New features 
   • Feature expansions 
   • Anomaly fixes 
   • Security vulnerability mitigations and fixes 
   • New add-ons 
2. Limited Development applies to the version in the Maintained Phase. In this activity group, updates become less frequent. New features may still be introduced but only if necessary for specific customers or business needs. While the transition to the Discontinued Development activity group is anticipated, a formal date may or may not have been announced. The product version(s) in this activity group are expected to move into Discontinued Development group upon the release of the next version.
3. Discontinued Development applies to versions in the Retired Phase. Products in this final phase are no longer developed or supported with product updates. Development activity has ended, and no new updates will be issued.

Customer Support by Lifecycle Phase

To receive Customer Support services, the software version must be installed on a supported operating system. The level of support available varies depending on the software’s lifecycle phase, as shown in Table 4. As a version moves through the lifecycle—from Current to Retired—the company provides support for all versions; however, the scope of support gradually decreases.

Table 4: Customer Support tasks by Lifecycle Phase²

² Note 1:MC Works versions fall under the Customers not on Current or Supported Versions section. Please contact product management for details related to these updates. Note 2: Items listed in the table as Version 10 include both GENESIS64 and Hyper Historian. All other products that are within this version fall in the same applicable lifecycle phase (i.e.: IoTWorX, MobileHMI, AlarmWorX, AnalytiX, etc.).

To ensure the most comprehensive support, customers are strongly encouraged to upgrade to the latest update of the Current version. Full customer support is available for the latest update for the Current version and the latest update for Maintained versions. For older updates, our ability to support may be reduced.

Please note that support for the Retired Phase is limited. The support team may have reduced capacity and familiarity with older systems, as technical knowledge naturally fades over time. While the company makes an effort to cross-train staff to assist with legacy products, the depth and availability of support will decline as these versions age.

Support for Customers Unable to Upgrade

Customers unable to adopt Current or Maintained versions due to environmental dependencies or other technical constraints may receive the following limited support and development accommodations:

Customer Support:

• Advanced Support: Provided on a best-effort basis for guidance and troubleshooting
• Online Resources: Access to limited support materials and learning content
• Phone and Email Support: Assistance offered in a limited capacity
• Service Request Submittal: Requests processed on a limited basis

Development Activities:

• Software Updates: Anomaly fixes or feature enhancements are not provided
• OS Testing: Conducted only in special cases to assess OS compatibility
• Critical System Down Patches: Provided on a limited, case-by-case basis
• Technology Stack: Supported in a limited capacity
• Upgrade Path: May require multiple sequential upgrades to reach the Current version

Typical Versions: Applies to version 10.95.0 through 10.97.2, including all updates within this range.

These provisions are not part of the formal lifecycle phases but represent special accommodations.

How Products Are Updated in the Current and Maintained Phases

For Current and Maintained products, when updates are released, our policy will be to update only the latest available release.

For example, from June 2025:

• Version 10 (Maintained phase): Any new development or issue resolution will be applied to a new release such as version 10.97.3 CFR2, a minor update like 10.97.4, or a major update like 10.98. Fixes will not be applied to version 10.97.2 or any other earlier v10 release, such as 10.96.1.
• Version 11 (Current phase): If an anomaly fix is needed, it would be applied to the latest release (e.g., updating 11.02 to 11.03). Fixes will not be released for prior versions such as 11.01.

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