Knowledge Base

Support Policies

Support Lifecycle Policy and End of Life Dates

SecureAuth IdP Product Lifecycle

The lifecycle for a version of SecureAuth IdP consists of a Standard lifecycle of three (3) years, plus an extension of one (1) year of Limited Support (as defined below), followed by optional one (1) year Extended Support (as defined below) and then none thereafter.

 

The following diagram illustrates the lifecycle for SecureAuth IdP:

 

Year 1

Year 2

Year 3

Year 4

Year 5

Year 6

Year 7

Year 8

Release Year 1

Standard

Standard

Standard

Limited

Extended

None

None

None

 

Release Year 2

Standard

Standard

Standard

Limited

Extended

None

None

 

 

Release Year 3

Standard

Standard

Standard

Limited

Extended

None

 

The following table illustrates what falls under software maintenance during each phase of the lifecycle:

 

Standard

Limited

Extended b

None

New Features a

Yes

No

No

No

Enhancement Requests

Yes

No

No

No

Issues Resolution

Yes

Yes c

Yes c

No

Critical Security Updates

Yes

Yes

Yes

No

Support

Yes

Yes

Yes

No

Knowledge Base Access

Yes

Yes

Yes

Yes

Forums

Yes

Yes

Yes

Yes

Access to Hot Fixes

Yes

Yes

Yes

Yes

Access to Documentation

Yes

Yes

Yes

Yes

– Access to these features are available to customers current with maintenance
– Extended support is available at a fee
– Critical priorities only

  1. Support access depends on the maintenance level purchased. Details of maintenance and support services are provided as part of SecureAuth’s software license agreement.
  2. SecureAuth may choose to address issues with a significant business impact for the customer through a hot fix. Each hot fix shall be subject to the same lifecycle as that of the release it applies to.
  3. SecureAuth may provide enhancements with new releases at its discretion. Our goal is to provide at least one new release per year.

 

Standard Lifecycle

Provided a customer is current with maintenance or subscription, standard product support shall be provided for each released version for up to three (3) years for SecureAuth IdP. Product support includes hot fixes and patches for software defects that materially prevents product use and any available workarounds for other non-critical software defects.

During the Standard lifecycle and at its discretion, SecureAuth (i) may fix bugs in a current release and deliver it as a hot fix; or (ii) may schedule bug fixes in a future release. Customers that are current with maintenance may request support for any severity level issues.

Limited Support

Provided a customer is current with maintenance or subscription, limited product support starts immediately at the end of Standard Support and continues for one (1) year. Limited Support includes email and telephone support, problem investigation, and providing problem resolution recommendations based on existing knowledge, and existing supported product releases and patches ("Limited Support"). During the Limited Support phase, SecureAuth may provide qualified security updates at its discretion.

Extended Support

Provided a product qualifies for extended support and the customer is current with extended maintenance, extended support starts immediately at the end of Limited Support and continues for one (1) or more years (as determined by SecureAuth at its discretion). Extended Support includes email and telephone support, problem investigation, and problem resolution recommendations based on existing knowledge and existing supported product releases and patches. During the Extended Support phase, SecureAuth may provide qualified updates of critical priority at its discretion.

 

Lifecycle Dates

All future dates mentioned for "End of Standard Lifecycle" and "End of Limited Support" and "End of Extended Support" are close approximations and subject to change.

 

IdP Lifecycle

IdP Version

General Availability

End of Standard Lifecycle

End of Limited Support

End of Extended Support

Earlier

--

6/1/2014

1/1/2015

N/A

5.x.x

12/3/2012

1/1/2015

6/1/2015

N/A

6.x

4/5/2013

1/1/2016

7/1/2016

N/A

7.0.x

6/24/2013

1/1/2016

7/1/2016

N/A

7.1

6/28/2013

1/1/2016

8/1/2016

N/A

7.2

9/1/2013

1/1/2016

8/1/2016

N/A

7.3.x

11/1/2013

1/1/2016

8/1/2016

N/A

7.4.x

2/7/2014

1/1/2016

8/1/2016

N/A

7.5.x

6/17/2014

8/1/2016

10/1/2016

N/A

8.0

8/8/2014

9/8/2016

11/8/2016

N/A

8.0.1

10/20/2014

9/20/2016

11/20/2016

N/A

8.0.2

2/4/2015

10/4/2016

12/4/2016

N/A

8.0.3

3/24/2015

10/24/2016

3/24/2017

N/A

8.1

6/4/2015

1/4/2017

6/4/2017

N/A

8.1.1

8/28/2015

2/28/2017

8/28/2017

N/A

8.2

12/1/2015

6/1/2017

12/1/2017

N/A

9.0

4/29/2016

10/29/2017

4/29/2018

N/A

9.0.1

8/24/2016

2/24/2017

8/24/2018

N/A

9.0.2

12/19/2016

6/19/2018

12/19/2019

N/A

9.1

7/25/2017

7/24/2020

7/24/2021

7/24/2022

 

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