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Product Life Cycle Support Policy
This
document outlines the current policy for support of released products. This
includes a broad policy statement, specifics about the meaning of support
and a detailed statement by product.
Definitions
Product support is broken
into three categories or levels.
Product Support Levels
Current Support
We will
respond to level 1, 2, and 3 support questions. We will make code changes
and will release Service Packs and/or Hot Fixes.
Extended Support
We will
respond to level 1, 2, and 3 support questions. At our discretion, we may
review code and release Hot Fixes.
Mature
Support
We will
respond to level 1 and 2 support questions, i.e. we will answer questions on
product usability. We will not review code, nor will we make code changes or
release Service Packs or Hot Fixes.
Retired
At our
discretion, we may respond to basic support questions; however, no advanced
support, code changes, or Service Packs will be provided. You will be
advised to upgrade to a Currently Supported product to ensure you receive
full product support.
Discretionary Support
The
product support levels define the minimum level of support we guarantee to
provide for a product. Pharos Support, at their discretion, may provide
extra help. For example, they may help a ReserveIT customer (a discontinued
product) to create a new User (requires no research—it’s a simple question).
But they will recommend an upgrade and make the customer aware that the
product is no longer officially supported.
Product Support
o
When a
product suite is released, that release will maintain Current Support for a
period of 12 months from the date of release.
o
12 months after
the release date, the release will move to Extended Support status.
o
24 months after
the release date, the release will move to Mature Support status.
o
A release will
maintain Mature Support status until Pharos retires that release. The
decision to retire a release is based on factors including the current
Pharos’ product portfolio and new technology that may cause the release to
function incorrectly.
There may be specific
exceptions to this rule, specifically where we reduce the supported period
for a product due to it being problematic or discontinued.
Current Product
Support
The following table
defines the current support level for each Pharos product. This table will
be updated after every product release.
|
Product Suite |
Version |
Release Date |
Support Status |
|
Blueprint Enterprise |
3.2 |
April 2006 |
Current Support |
|
Blueprint Enterprise |
3.1 |
Sep 2005 |
Current Support |
|
Blueprint Enterprise |
3.0 |
Dec 2004 |
Extended Support |
|
Blueprint |
2.1 |
Oct 2003 |
Extended Support |
|
Blueprint |
2.0 |
Dec 2002 |
Mature Support |
|
Blueprint |
1.x |
Retired |
|
|
Pharos Solution Suite |
7.1 |
May
2006 |
Current Support |
|
Pharos Solution Suite |
7.0 |
Jul 2005 |
Current Support |
|
Pharos Solution Suite |
6.1 |
Oct 2004 |
Extended Support |
|
Pharos Solution Suite |
6.0 |
Mar 2004 |
Mature Support |
|
Pharos Solution Suite |
5.3 |
Jul 2003 |
Mature Support |
|
Pharos Solution Suite |
5.1 |
Jun 2002 |
Mature Support |
|
Pharos Solution Suite |
5.0 |
Apr 2001 |
Mature Support * |
|
Pharos Solution Suite |
4.x |
Retired |
|
|
Pharos Solution Suite |
3.x |
Retired |
|
|
Pharos Solution Suite |
2.x |
Retired |
|
Notes
*
Off-The-Glass 1.x and
ReserveIT/SignUp 1.x are retired products in spite of being part of Pharos
Solution Suite 5.0 due to software stability issues. Customers must upgrade
to later versions to receive support.
Net-IT
and StudeNT are discontinued product line.
