Esri UK Product Life Cycle Policy

Transcription

1 Esri UK Product Life Cycle Policy ESRI (UK) Ltd, company number Registered Office: Millennium House, 65 Walton Street, Aylesbury, Buckinghamshire, England, HP21 7QG Tel: Fax: Summary The Product Life Cycle Policy is designed to help communicate to Esri UK customers the technical and software support available during a product s life span and to provide advanced notification of planned changes to available support options. The Product Lifecycle is a progression of life cycle phases starting with the initial release of a new software or data product and ending with the retirement of the product. Each phase of the life cycle includes specific, but different, technical and software support. Understanding Esri UK s Product Life Cycle Plan for the products you are using will help you to develop your plans, including your product migration and transition strategies. This Product Life Cycle Policy relates to Esri UK products; For Esri Inc products, you should refer to the Esri Inc Product Life Cycle Policy. The support referred to in this Product Life Cycle Policy is provided in accordance with the Esri UK Standard Support Policy, which is available at except that Extended, Mature and Retired support is subject to the caveats set out below. Product Life Cycle Support Phases and Definitions Esri UK s Product Life Cycle Policy has up to four phases: General Availability Extended Mature Retired Not all products will go through all four phases. For example, On Premise Software Products o Typically have all four life cycle phases o Life cycle phases are calendar-based, in other words, each phase has a fixed duration Online Software and Data Products (SaaS and DaaS) o o Announcing Transition Typically have three life cycle phases Life cycle phases are version-based, in other words, the product moves from one phase to the next when a new version of the product is released Esri UK will communicate Product Life Cycle transitions on its website and via each individual Product Lifecycle document at each new release of a product. Esri UK may also announce transitions outside of a specific release event. June 2015 Page 1 of 5

2 Life Cycle Support status for each Esri UK product The Life Cycle status for each Esri UK product can be found on our website in each product s web site pages. On Premise Software Products For products in General Availability users can expect the following: Phone support between 9:00am and 5:30pm UK time Monday through Friday excluding UK Bank holidays. Note: Calls can be logged via at any time. New environment certification when a major new release of a core dependent system such as ArcGIS software, operating system, database, or web browser is released during the General Availability phase of an Esri UK product, Esri UK will seek to certify this new environment either within the currently shipping release, or a new release. Extended Phase The extended phase for a product version usually starts shortly after a new major release of that product has become generally available, unless otherwise stated. For example ProductivitySuite 2.1 moved to extended phase three months after version 3.0 was released. Once a product enters the extended phase, users can expect the following: Phone support between 9:00am and 5:30pm UK time Monday through Friday Esri UK will not certify new environments for products in the extended phase. Existing customers contemplating moving/upgrading their environment should also consider an Esri UK product upgrade as well. Customers with products in the extended phase are encouraged to start planning their move/upgrade to a General Availability product. The mature Support phase starts when the extended phase ends. An extended phase product moves to the mature phase when a new major release of the product becomes generally available, unless otherwise stated. For example, when LocalView Fusion 4.0 was shipped and in General Availability, LocalView Fusion 3.0 moved to the Mature Support phase. This general rule does not apply to all products. In particular, products that do not have frequent updates may enter the Mature Support phase even when no new version has been released. Once a product enters Mature phase, a user can expect the following support: June 2015 Page 2 of 5

3 Phone support between 9:00am and 5:30pm UK time Monday through Friday Esri UK will not provide any further patches and hot fixes for products that have reached the Mature Support phase. New environments will not be certified for Mature Support phase. The Mature Support phase will last 12 months from date of announcement unless otherwise stated at announcement time. Customers with Mature Support products should consider migrating their applications to General Availability products. Retired Phase Once a product enters the Retired phase, the product will no longer be available for purchase and support will be withdrawn. Users will no longer have access to technical support. No new patches or hot fixes will be available and Esri UK will not certify any new environment. Announcements will be made as to when a product will enter the Retired phase. These announcements will be made with a reasonable notice period. Online Software Products - SaaS Online Software products only have three lifecycle phases. There is only ever one version of the product in General Availability, as a new version is released it replaces the current version. When an online product is approaching the end of its life it will enter a period of mature support before it is retired. For products in the General Availability users can expect the following: Phone support between 9:00am and 5:30pm UK time Monday through Friday New environment certification. When a new version of ArcGIS is released during the General Availability phase, Esri UK will test this new release with the General Availability Online Services and provide test result information to our customers. Once a product enters the mature phase, a user can expect the following support: The online software service will be available but will not be maintained or updated When a new version of ArcGIS is released Esri UK will not test the new release with Online Software Products June 2015 Page 3 of 5

4 Phone support between 9:00am and 5:30pm UK time Monday through Friday Esri UK will not provide any further patches and hot fixes for products that have reached the Mature Support phase. New environments will not be certified for Mature Support phase. Customers can continue to use Online Software Products during the mature lifecycle phase, but are encouraged to start planning their move/upgrade to a General Availability Online Software Products as soon as possible. Customers will be notified at least three months in advance before any Online Software Products are moved to the mature phase. Retired Phase Online Software Products have been removed and the services are no longer available or supported. If reasonable under the circumstances, customers will be notified at least three months in advance before any Online Services are moved to the retired phase. Online Data Products - DaaS Online Data products only have three lifecycle phases. When an online product is approaching the end of its life it will enter a period of mature support before it is retired. For online data products in General Availability products users can expect the following: Data updates frequency of data updates is determined the update program offered for each data product. Phone support between 9:00am and 5:30pm UK time Monday through Friday Once an online data product enters the mature phase, a user can expect the following support: The online data service will be available but will no longer be updated. Phone support between 9:00am and 5:30pm UK time Monday through Friday Customers can continue to use Online Data Products during the mature lifecycle phase, but are encouraged to start planning their move/upgrade to a General Availability Online Data Product as soon as possible. Customers will be notified at least three months in advance before any Online Software Products are moved to the mature phase. June 2015 Page 4 of 5

5 Retired Phase Online Data Services have been removed and the services are no longer available or supported. If reasonable under the circumstances, customers will be notified at least three months in advance before any Data Products are moved to the Retired phase. June 2015 Page 5 of 5