We recognize that many of our customers have program support needs that extend for many years; sometimes for a decade or more. Our commitment is to provide professional product support at commercially reasonable prices for as long as our customers need our service.
As we continue to innovate and invest in our products, we encourage our customers to upgrade to current releases. We commit to make any upgrade as straightforward and pain-free as possible. We strive to ensure that wherever possible product features are preserved to ensure compatibility and interoperation between versions.
Extended Life Support
We recognize that our customers' program constraints may mean that they are unable to stay current with our product releases. For this reason we offer Frozen Version Support and Extended Support & Maintenance services to provide security of supply for as long as may be required.
Major Version Releases (e.g. a transition from v5.x to v6.x) typically occur every 12-24 months. Full Support & Maintenance for superseded releases is available (at regular rates) for 12 months after a new Major Release. After this 12 month period, Extended Support & Maintenance becomes available; including back-porting of critical fixes.
Frozen Version Support is a customer specific service that is available on any current or superseded supported release. As the name suggests, Frozen Version Support is for a specific code version deployed on the customer's target platform (i.e. operating system and processor combination). Typically, only customer reported issues will be investigated on frozen versions.