Astra Schedule Help (7.5)

Product Support Life Cycle

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Product Support Life Cycle

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Product Support Life Cycle

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Overview

Ad Astra is committed to providing quality products, services, and support in an effort to promote customers’ success in achieving their business objectives.  To that end, it is our belief that it is mutually beneficial to this partnership for Ad Astra and our customers to remain focused on continued product improvement and advancement.

 

Ad Astra will provide Full product support for a period of one year after the date on which any given feature release was made generally available (i.e. “7.5.6”).

 

At the end of the Full support period, Standard support is provided for an additional year, or until End of Support (EOS) is announced.

 

EOS is the date after which all support options other than self-service are discontinued.  Ad Astra reserves the right to end support for a software release at our discretion.

 

This policy is subject to change at any time.  Any changes to this policy will be announced via official company communication medium.

 

Ad Astra reserves the right to discontinue software products or versions based upon product obsolescence or advancement of newer releases.

Support Life Cycle Definitions

•New Release

oA software release that is in progress and being actively developed and therefore may include new features and enhancement requests in addition to bug fixes.

 

•Full Support

oProvided a maintenance subscription is current, Full Support is provided for one year after the first generally available (GA) date for any given feature release.

oProducts in this support phase receive full support services, including phone and email support agent access and bug fixes.

 

•Standard Support

oProvided a maintenance subscription is current, Standard Support is provided after Full Support has expired and until End of Support (EOS) is announced for a given product release.

oProducts in this support phase receive technical support agent access, but do not receive fixes that require application code changes.

oA software release upgrade may be required to resolve issues for products in Standard Support.

 

•End of Support (EOS)

oEOS may be announced by Ad Astra for products older than two years.

oAll support options other than self-support are discontinued.

oProvided a maintenance subscription is current, upgrades to newer versions are still available*.
 
*Charges may apply for related services depending on upgrade.

Support Features and Phases

 

 

Support Provided

Support Phase

New Release

Full

Standard

EOS

New Features and Enhancements

Yes

No

No

No

Prioritized Bug Fixes

Yes

Yes

No

No

Technical Support

N/A

Yes

Yes

No

Help and Knowledge Base Access

N/A

Yes

Yes

Yes

Support Forums

N/A

Yes

Yes

Yes

Support Dates by Release

 

Release

1st GA Release

End of Full Support

End of Support

7.5.17

1/16/17

1/16/18

1/16/19

7.5.15

12/22/16

12/22/17

12/22/18

7.5.14

7/24/15

7/24/16

11/30/17 *

7.5.12

7/7/14

7/7/15

7/7/16

7.5.11

3/28/14

3/28/15

3/28/16

7.5.7

5/10/13

5/10/14

5/10/15

7.5.6

7/23/12

7/23/13

7/23/14

7.5.5

2/7/12

2/7/13

2/7/14

7.5.4

11/21/11

11/21/12

11/21/13

7.5.3

8/9/11

8/9/12

8/9/13

7.5.2

7/19/11

7/19/12

7/19/13

7.5.1

6/27/11

6/27/12

6/27/13

7.4.13

3/7/12

3/7/13

3/7/14

7.4.12

11/10/11

11/10/12

11/10/13

7.4.11

8/15/11

8/15/12

8/15/13

7.4.10

7/26/11

7/26/12

7/26/13

7.4.9

7/14/11

7/14/12

7/14/13

7.4.8

7/5/11

7/5/12

7/5/13

7.4.7

6/14/11

6/14/12

6/14/13

7.4.6

6/1/11

6/1/12

6/1/13

7.4.5

3/24/11

3/24/12

3/24/13

7.4.4

2/8/11

2/8/12

2/8/13

7.4.3

12/28/10

12/28/11

12/28/12

 

* We extended the EOS date for 7.5.14 to occur after the AS8 release.