Support Lifecycle Policy

FuseIT is committed to delivering high-quality software solutions while ensuring the security, reliability, and performance of our products. This is our policy regarding the support lifecycle of our software products. It provides guidance for customers using legacy versions of T4S.

Support Lifecycle

Active Support Phase

• Typically, a version will receive full support for between 12 - 36 months from its release date.

• During this period, customers who have purchased a support and maintenance agreement will receive:

  • Security patches and bug fixes

  • Technical support

  • Feature updates and enhancements

  • Performance improvements

  • Compatibility updates

Extended Support Phase

• Following the active support period, products enter a 12-month extended support phase

• During this phase, customers receive:

  • Critical security patches

  • Severe bug fixes

  • Limited technical support

• No new features or enhancements are provided during this phase

End of Support

After the extended support phase concludes, the product version reaches End of Support (EOS) status. At this point:

• No further updates or patches will be provided

• Technical support will no longer be available

• Security vulnerabilities will not be addressed

• Compatibility with new systems or dependencies cannot be guaranteed

Why We End Support for Older Versions

Security Considerations

• Older versions may not incorporate current security standards and best practices

• Legacy systems may be vulnerable to newly discovered threats

• Integration with modern security tools and frameworks becomes increasingly difficult

Technical Limitations

• Maintaining compatibility with evolving technology stacks becomes unsustainable

• Third-party dependencies may themselves become obsolete or unsupported

• Resource allocation to legacy systems diverts development effort from current versions

Quality Assurance

• Testing across multiple legacy versions becomes exponentially complex

• Ensuring consistent behavior across all supported versions becomes increasingly challenging

• Risk of regression issues increases with each modification

Exceptions

From time to time the support phase for a previous product version may be prematurely ended. This may be due to circumstances beyond FuseIT’s control such as a change made by another vendor or framework. For these cases FuseIT will contact potentially impacted customers with written notice 6-months in advance.

Upgrade Process

Customer Support During Upgrade

Our team is committed to supporting customers through the upgrade process:

• Technical documentation and guides are available

• Upgrade planning consultation can be scheduled

• Migration tools and scripts are provided where applicable

• Post-upgrade support is available for troubleshooting

Recommendations

To ensure continued support and optimal performance:

1. Maintain active subscriptions for seamless access to updates

2. Plan upgrades well before end-of-support dates

3. Keep informed about the product roadmap and upcoming changes

4. Regularly review system requirements and compatibility updates

5. Maintain documented upgrade procedures specific to your environment

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