Once the Current Maintenance period ends for a product release, if a customer needs the ability to open a support request to receive technical support or needs critical defect support, Extended Support may be purchased for an additional fee to Support.
Extended Support provides continued access to technical support and Severity level 1 defect support for the first two years after a product release exits the Current Maintenance period. Extended Support is intended to be an interim solution for customers who are moving to the most current version of a product or supported platform but need additional time to make the transition. It allows customers additional time to plan, test and deploy new product versions or platforms, with the goal of migrating to the latest version or platform within a timeframe that best fits the needs of your business.
With Extended Support, you will be able to contact technical support and maintain your current product version or platform for a longer period of time, preserving the stability of your software as you transition from one version to the next.
Once the Extended Support term ends, “Limited Extended Support” is available to provide commercially reasonable technical support for as long as your product release is in the Sustaining Maintenance period.
Learn more in our Extended Support Fact Sheet
View the terms and conditions in our Extended Support Addendum
To understand how Extended Support fits into the overall Product Support Lifecycle, view the policy here.
To see which product versions qualify for Extended Support, view the Lifecycle dates for your product release on the Product Support Lifecycle table.
View helpful upgrade resources and version information for select products on the Version Upgrade Hub.
Contact Professional Services for assistance with your upgrade.
View the Business Support Agreement that governs your Support Plan.
For additional questions, contact your Renewals Representative.
