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Alfresco Software Product Support Policy

 

Unless otherwise stipulated by contractual arrangement with Alfresco Software, the following support policy applies to all Alfresco Software products.

Terminology

Release Numbering Alfresco Software uses a three-place numbering scheme to designate released versions of software. The format is VV.RR.MM, where VV indicates the version, RR indicates the release, and MM indicates the maintenance. An example would be version 2.1.2. Often in referring to general product versions and releases, the maintenance level is omitted. For example, both 2.1.0 and 2.1.1 may sometimes be referred to as 2.1.
Version/Release A version/release is a fully functional Alfresco Software product that is installable on the targeted platform through a standard installation program. A version/release is referenced using the V and R portions of the release number as described above.
Maintenance Release A maintenance release is considered to be a cumulative patch release.
Current Release (CR) The most recently available version/release of a Alfresco Software product is commonly known as the 'current release'.
CR-1 Release The latest version/release to become generally available (GA) prior to the current release.
CR-2 Release The latest release/version to become generally available (GA) prior to the CR-1 release.
CR-3 Release The latest release/version to become generally available (GA) prior to the CR-2 release.
Full Support Full support is provided to customers with a current support contract based on the terms and conditions of this contract.
Limited Support As a product enters a limited support phase, the following guidelines apply:
  • Alfresco Support will direct customers to existing fixes/patches and workarounds wherever possible
  • Alfresco Software will only develop fixes in exceptional circumstances as determined jointly by the customer and Alfresco Software representatives
  • Alfresco Software may direct customers to upgrade to a more current version/release of the product.
  • New enhancements will not be made to the version/release
No Support Product versions that are no longer supported will still be accessible for searching the knowledge base and upgrade support requests will still be accepted for unsupported versions – Alfresco Support will apply the limited support guidelines to this situation.

Alfresco Software Product Support Policy

Alfresco Software provides Full Support for the current version/release of all its products as well as the two latest maintenance releases preceding it (CR-1, CR-2). Additionally, Alfresco Software will provide Limited Support to the CR-3 release.

Regardless of the number of supported releases, Alfresco Software will provide at least Limited Support for any release for at least 12 months after the subsequent release becomes generally available (GA)

Example:

Using these version/releases as a guide: 2.2, 2.1.1, 2.1, 2.0.3, 2.0.0, 1.4.5, 1.4.0 and 1.3.1 the following support policies would apply.

When 2.2 becomes GA:

  • 2.1.1 and 2.0.3 are fully supported
  • Enhancement requests will only be accepted for the new (2.2) release
  • New patches will be developed for 2.2.x, 2.1.x and 2.0.x
  • Limited support will be provided for 1.4.5 until 2.0.0 has been released for 12 months, or a new version (2.3 for example) becomes GA, whichever is longer
  • 1.3.1 is no longer supported, unless it has been less than 12 months since its release.