In order to balance the needs for support of existing software versions against the demand for new functionality delivered in new releases, Infogix employs a phased product lifecycle policy by which older versions and functions are retired as new versions are released. Customers are encouraged to upgrade their software regularly so that they receive the most current feature set and all stability improvements. The following policies will help you to manage software versions optimally.
Support life policy
Having the current software version implemented allows you to take advantage of any new nodes available as well as the additional functionality offered with the latest core product.
The Data360 Analyze software is delivered in a Long-term Support (LTS) release or a non-LTS release. LTS releases are released with a nominal cadence of six months, however the interval between LTS releases may be varied at the sole discretion of Infogix. A LTS release is supported for an extended period of time (minimum of twelve months) and will receive both critical defect fixes and critical security patches. Non-LTS releases are delivered more frequently than LTS releases (typically with a monthly cadence) and deliver new functionality, upgrades and fixes to defects. A fix for a defect in a non-LTS release will be delivered in a newer version of the non-LTS release.
Customers with an active Support Agreement are entitled to software version upgrades. Customers on the current LTS release or the previous LTS release will be provided support. This allows customers to coordinate upgrades in conjunction with their strategic initiatives. Standard support will be provided for a LTS release for a period of twenty-four (24) months from the release date. If a customer has an active Support Agreement but is using an earlier version of an LTS release then Infogix will make commercially reasonable efforts to support the customer but a fix for a defect may require the customer to upgrade to a supported LTS release.
The following table outlines the support status of the Data360 Analyze product:
|Version||Release Date||Supported? *|
|3.5.X||July 17, 2019||Yes|
|3.4.X LTS||March 21, 2019||Yes|
|3.2.X LTS||May 10, 2018||Yes|
|3.1.X||March 28, 2017||No|
* Tickets can be made for versions in the End of Support Phase; however, Infogix will
no longer provide new fixes to the software.
Service level agreements (SLAs)
The SLAs below are specific for Data360 Analyze. For SLAs of other products, please refer to your product schedule.
|Freemium||Data360 Analyze Desktop||Data360 Analyze Server|
|Support Communication||Community||Portal||Portal, Email|
|Response - Critical||N/A||1 Business Day||4 Business Hours|
|Response - Major||N/A||2 Business Days||1 Business Day|
|Response - Minor||N/A||5 Business Days||5 Business Days|