Continuity of Product Provision and Lifecycle¶
What the Provider ensures on a continuous basis, the Product's dependency on the Provider, and the version lifecycle
Version: 1.0.0
Classification: Confidential
Owner: Managing Director, MAZEVAULT s.r.o.
Last Updated: 2026-05-01
Review Cycle: Annual
Scope
Operational continuity of the Product in the Customer's environment — availability, backups, disaster recovery, RTO/RPO objectives — is ensured by the Customer as operator (License Terms Art. IV, VII; SLA Art. 1.3). The Provider does not guarantee it. This page describes what the Provider ensures: continuity of the release of updates and support, operation of the license server, and the version lifecycle.
1. What Product Operation Depends on from the Provider¶
| Dependency | Fact | Impact in the event of an outage |
|---|---|---|
| License server (license.mazevault.com) | The Product verifies the license once a day over HTTPS. | The Product continues to operate on the last verified license status. A license server outage does not stop the management of certificates or secrets, nor issuance from the internal CA. After the subscription expires, a 14-day grace period applies. |
| Updates and security patches | Released by the Provider; deployed by the Customer. | The Product continues to run without updates; the Customer bears the risk of unpatched vulnerabilities beyond the time limits under License Terms Art. V. |
| Upstream support | Provider → Partner. | The Partner handles L1/L2 support independently; Product defects await the Provider. |
The Product has no other runtime dependency on the Provider's systems. No Customer Data or Security Assets leave the Customer's environment.
2. What the Provider Ensures¶
| Area | Commitment | Basis |
|---|---|---|
| Release of security patches for supported versions | Target time limits: critical within 48 h, high within 7 days, other within 90 days | SLA Art. 10 and the patch table |
| Upstream support to the Partner | Response to a complete P1 escalation within 1 h, P2 within 4 h | SLA Art. 8 |
| Operation of the license server | Hosted with a server infrastructure provider in the EU; the Provider maintains a daily backup of license data and a documented recovery procedure | Subprocessor and Supplier List |
| Availability of source code and builds | Source code and released artefacts are versioned on an external platform with controlled access; the Provider maintains an independent copy | Internal measures of the Provider |
| Notice of end of support for a version | At least 3 months in advance | License Terms Art. V |
| Notice of changes to the License Terms | At least 30 days in advance | License Terms Art. XII |
| Liability insurance | Professional and product liability in the field of software development; confirmation upon a reasoned request | License Terms Art. XII |
The Provider maintains an internal continuity plan for its own activities (development, release, license server); a summary of it is provided on request to the extent that does not compromise security (DPA Art. 10.1).
3. Version Lifecycle¶
| Phase | Meaning | Notice |
|---|---|---|
| Supported version | Actively receives fixes and security patches | — |
| End of Sale (EoS) | The version is not offered to new Customers | According to the List of Required Software |
| End of Support (EoSup) | No patches are released and no escalations are accepted, unless extended support is agreed | At least 3 months in advance (License Terms Art. V) |
Supported platforms and configurations: List of Required Software (Annex 5), Art. 6–8. Operation in an unsupported configuration excludes warranties and the SLA.
4. Customer's Responsibility for the Continuity of Its Own Operation¶
The Customer ensures in particular (License Terms Art. VII; SLA Art. 9.2, 10.1):
- backup of the database, configuration, Security Assets and encryption keys — loss of the master encryption key is unrecoverable without a valid customer copy,
- recovery testing and setting its own RTO/RPO objectives,
- a backup before applying an update,
- setting the CRL validity / OCSP nextUpdate so that short-term maintenance does not cause failures of dependent systems (License Terms Art. V).
The Product supports redundant deployment (multiple replicas, active/passive Gateway failover, database replication). Procedures: Backup and Restore, Gateway Failover, Scaling.
5. Cessation of the Provider's Activities¶
In the event that the Provider ceases to develop the Product or ceases to exist:
- The Product remains functional in the Customer's environment for the duration of the license validity and the grace period; data are exportable at any time in standard formats.
- Rights and obligations under the License Terms pass to the legal successor (License Terms Art. XII — assignment in the course of a transformation or transfer of the business).
- Extended guarantees (e.g. source code escrow) are not part of the standard documentation; they may be agreed by addendum.