Pharos Product Life Cycle Support Policy

Version 7

    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 four categories or levels:

    Product Support LevelSupport Statement
    CurrentWe will respond to level 1, 2, and 3 support questions. We will make code changes and will release Service Packs and/or Hot Fixes.
    ExtendedWe will respond to level 1, 2, and 3 support questions. At our discretion, we may review code and release Hot Fixes.
    MatureWe 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.
    RetiredAt 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

    • When a product version is released, that release will maintain Current Support for a period of 12 months from the date of release.
    • 12 months after the release date, the release will move to Extended Support status.
    • 24 months after the release date, the release will move to Mature Support status.
    • A release will maintain Mature Support status until Pharos Systems 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to this rule, specifically where we may increase the supported period for a particular release if that release has not been replaced by a newer version or where we may reduce the supported period for a release due to it being discontinued.

     

    Discontinued Products

    Discontinued products and/or product features include:

    • Net-IT
    • PrintOp
    • StudeNT
    • Reserve-IT (replaced by SignUp)

     

    Blueprint Support

    The following table defines the support level for Blueprint based product:

     

    SuiteVersionRelease DateSupport Status
    Blueprint Enterprise5.2July 2015Current
    Blueprint Enterprise5.1April 2013Extended
    Blueprint Enterprise5.0November 2011Mature
    Blueprint Enterprise4.2September 2010Retired
    Blueprint Enterprise4.1July 2009Retired
    Blueprint Enterprise3.5 R2November 2008Retired
    Blueprint Enterprise3.5June 2007Retired
    Blueprint Enterprise3.2April 2006Retired
    Blueprint Enterprise3.1September 2005Retired
    Blueprint Enterprise3.0December 2004Retired
    Blueprint2.1October 2003Retired
    Blueprint2.0December 2002Retired
    Blueprint1.xRetired

     

    Uniprint Support

    The following table defines the support level for Uniprint based product:

     

    SuiteVersionRelease DateSupport Status
    Uniprint Solution Suite9.0 R2July 2015Current
    Uniprint Solution Suite9.0June 2014Extended
    Uniprint Solution Suite8.4July 2013Mature
    Uniprint Solution Suite8.3June 2012Mature
    Uniprint Solution Suite8.2February 2011Retired
    Uniprint Solution Suite8.1December 2009Retired
    Pharos Solution Suite8.0June 2008Retired
    Pharos Solution Suite7.2September 2006Retired
    Pharos Solution Suite7.1May 2006Retired
    Pharos Solution Suite7.0July 2005Retired
    Pharos Solution Suite6.1October 2004Retired
    Pharos Solution Suite6.0March 2004Retired
    Pharos Solution Suite5.3July 2003Retired
    Pharos Solution Suite5.2March 2003Retired
    Pharos Solution Suite5.1June 2002Retired
    Pharos Solution Suite5.0April 2001Retired
    Pharos Solution Suite2.x  - 4.xRetired

     

    MobilePrint Support

    The following table defines the support level for MobilePrint based product:

     

    SuiteVersionRelease DateSupport Status
    Pharos MobilePrint2.2October 2016Current
    Uniprint2.1July 2015Current
    Blueprint Enterprise2.0.1July 2015Current
    Pharos MobilePrint2.0June 2014Extended
    Pharos MobilePrint1.3.2November 2013Extended
    Pharos MobilePrint1.3.1April 2013Retired
    Pharos MobilePrint1.3.0 CRFebruary 2013Retired
    MobilePrint for Uniprint1.22012Retired
    MobilePrint for Blueprint1.12012Retired