In Praise of Support Lifecycles
If you’re just starting out working with ‘Enterprise’ products, you may not have come across Support Lifecycles. It’s important to know what these are, and how it affects you. They can have both a positive & a negative impact on when and why you choose to upgrade systems.
What Are Support Lifecycles?
Developers would like to only support the latest version. But customers can’t/won’t always run the latest version. They need to know that they can expect a certain level of support for the version they’re running. As a compromise, software vendors will publish a support lifecycle policy. This will outline the levels of support a product gets, from new product introduction, through to being superceded, and finally moved to end of support. Typical phases include:
- General Support: Product is in General Availability phase, and is fully supported. You can log support cases, search KB articles, and expect both functionality enhancement and bugfix patches. The current product version will always be in this phase, and typically 1-2 major versions behind will also be included.
- Limited Support: You can log a support case, and we’ll try to help, but we’re not planning any new patches, and you’ll probably get a suggestion Continue reading
