Astra Schedule Help (8.0)

Product Support Life Cycle

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Product Support Life Cycle

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Product Support Life Cycle

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Overview

Ad Astra is committed to providing quality products, services, and support in an effort to promote clients’ success in achieving their business objectives and graduating more students faster.  To that end, we are committed to continuous product improvements that will optimize your users’ experience that will be released in new versions of the software. In order to best meet your needs, we encourage you to stay on a current release of the software and experience these benefits.

 

Ad Astra will provide Full product support for a period of one year after the date on which any given release was made Generally Available (i.e. “8.1.x”).

 

At the end of the Full support period, Limited support is provided for an additional year.

 

End of Support (EOS) is the date after which all support options other than self-service are discontinued.

 

This policy is subject to change at any time.  Any changes to this policy will be announced via official company communication medium.

 

Ad Astra reserves the right to discontinue software products or versions based upon product obsolescence or advancement of newer releases.

Support Life Cycle Definitions

New Release

oA software release that is in progress and being actively developed and therefore may include new features and enhancement requests in addition to bug fixes.

 

Full Support

oProvided a maintenance subscription is current, Full Support is provided for one year after the first Generally Available (GA) date for any given feature release.

oProducts in this support phase receive full support services, including phone and email support agent access and bug fixes.

 

Limited Support

oProvided a maintenance subscription is current, Limited Support is provided during the second year of a product release.

oProducts in this support phase receive technical support agent access, but do not receive fixes that require application code changes.

oA software release upgrade may be required to resolve issues for products in Limited Support.

 

End of Support (EOS)

oAll products are in End of Support phase after 2 years following their GA date.

oAll support options other than self-support are discontinued.

oProvided a maintenance subscription is current, upgrades to newer versions are still available*.
 
*Charges may apply for related services depending on upgrade.

Support Features and Phases

 

 

Support Provided

Support Phase

New Release

Full

Limited

EOS

New Features and Enhancements

Yes

No

No

No

Prioritized Bug Fixes

Yes

Yes

No

No

Technical Support

N/A

Yes

Yes

No

Help and Knowledge Base Access

N/A

Yes

Yes

Yes

Support Forums

N/A

Yes

Yes

Yes

Support Dates by Release

 

Release

1st GA Release

End of Full Support

End of Support

8.5.x

9/25/18

9/25/19

9/25/20

8.4.x

6/14/18

6/14/19

6/14/20

8.3.x

3/15/18

3/15/19

3/15/20

8.2.x

12/13/17

12/13/18

12/13/19

8.1.x

8/30/17

8/30/18

8/30/19

7.5.17

1/16/17

1/16/18

6/30/19 *

*extended to occur after the AS8 release

7.5.15

12/22/16

12/22/17

12/22/18

7.5.14

7/24/15

7/24/16

11/30/17 *

*extended to occur after the AS8 release

7.5.12

7/7/14

7/7/15

7/7/16

7.5.11

3/28/14

3/28/15

3/28/16

7.5.7

5/10/13

5/10/14

5/10/15

7.5.6

7/23/12

7/23/13

7/23/14

7.5.5

2/7/12

2/7/13

2/7/14

7.5.4

11/21/11

11/21/12

11/21/13

7.5.3

8/9/11

8/9/12

8/9/13

7.5.2

7/19/11

7/19/12

7/19/13

7.5.1

6/27/11

6/27/12

6/27/13

7.4.13

3/7/12

3/7/13

3/7/14

7.4.12

11/10/11

11/10/12

11/10/13

7.4.11

8/15/11

8/15/12

8/15/13

7.4.10

7/26/11

7/26/12

7/26/13

7.4.9

7/14/11

7/14/12

7/14/13

7.4.8

7/5/11

7/5/12

7/5/13

7.4.7

6/14/11

6/14/12

6/14/13

7.4.6

6/1/11

6/1/12

6/1/13

7.4.5

3/24/11

3/24/12

3/24/13

7.4.4

2/8/11

2/8/12

2/8/13

7.4.3

12/28/10

12/28/11

12/28/12