The Product Support Lifecycle describes the phases during which our products are eligible for patches (fixes), support and downloads from the Support Portal.

It is our policy to provide support and fixes in current versions of our products when you are under a current support agreement. Fixes to older versions are at our discretion. We strive to put resources behind the most recent product releases in order to continually improve and enhance the value of our solutions.  

We will attempt to answer questions on older versions of our products provided resources are available; however, if you are using a discontinued version, we encourage you to upgrade to the currently supported version of the product. 

Our usual support policy is to provide support on both the current (n) and prior (n-1) versions of our products.

Full Support

• Product is fully supported, generally available release/version.
• The most current released version of a product and one or more prior releases are included.
• Enhancement requests for this release are accepted and may be considered for future releases.
• Maintenance releases and/or hot fixes are periodically made available for this release.
• Release or version is fully supported by both Support and Development.
• Release or version is available for download from Support Portal¹.

Limited Support

• Support is available for this release/ or version, and we use best efforts to provide known workarounds or fixes.
• No new code fixes will be generated except under extreme circumstances and at our discretion.
• Enhancement requests are not accepted.
• You are encouraged to plan an upgrade to a release or version on full support.
• Release or version is available for download from the Support Portal¹.

Discontinued

• Includes release or versions that are retired or discontinued.
• No new patches or fixes will be created for this release.
• Release is not available for download from the Support Portal¹.
• Support will be provided to assist with upgrading to a supported version.
• Support is not obligated to provide assistance on this version of the product.

Continuing Support

If you are unable to upgrade or migrate your product prior to its end-of-life, we offer a Continuing Support service to provide you with one year of limited support beyond your software's end-of-life or end-of-support date. Continuing Support is not guaranteed on every product:

• Annual software maintenance contract must be renewed.
• This includes uninterrupted access to technical support via phone, online and chat.
• Support Engineers will provide known workaround solutions and fixes.
• Fee-based service available on selected products.

¹Certain software released prior to November 1, 2016 may not be available for download. Persistent recommendation is to retain a local copy of all software on site for back up