OpenText has announced an updated Product Support Lifecycle policy and Extended Support program. The decision has been made to align the Micro Focus Product Support Lifecycle policy and Extended Support program with those of OpenText, providing a predictable and consistent experience for all customers.
OpenText will be changing the names of the Product Support Lifecycle periods and the support services provided when a product transitions to Sustaining Maintenance.
These changes include:
- “Committed Support” has been rebranded as “Current Maintenance.”
Under Current Maintenance, product releases are fully supported with new innovation releases, technical support, defect support, and security updates. Customers can submit enhancement requests, and access self-help resources.
- “Extended Support” has been rebranded as “Sustaining Maintenance.”
Under Sustaining Maintenance, product releases are not eligible for technical support, defect support, security updates, or enhancement requests*. However, access to self-help resources such as the knowledge base, documentation, community, and the marketplace is still available.
*This change comes into effect on renewals dated November 15, 2023, and later.
- “Extended Support Plus” has been rebranded as “Extended Support”
Customers who require technical support and critical defect support during the first 2 years of the Sustaining Maintenance period for their product release can subscribe to the Extended Support program for an additional fee.
Note: Extended Support is now available for all off-cloud software releases.
- After the Extended Support period ends, customers can subscribe to Limited Extended Support for an additional fee. Under Limited Extended Support, OpenText will provide commercially reasonable technical support for as long as the customer requires it.
When do the changes take effect?
- May 15, 2023: The new Product Support Lifecycle policy and Extended Support and Limited Extended Support programs are announced.
- May 15, 2023, and later: Extended Support and Limited Extended Support are available to be quoted.
- November 15, 2023, and later: Enforcement of the Product Support Lifecycle policy changes take effect on support renewals dated November 15, 2023, and later.
Why are changes being made?
Having a consistent Product Support Lifecycle policy helps organizations plan their software updates so they can benefit from new innovations and improved functionality, as well as optimal performance and stability.
At the same time, OpenText recognizes that the pace of change varies among customers, and some organizations require additional time to plan updates due to the complexity of their business processes or other factors. That is why we are pleased to offer an expanded Extended Support program for all off-cloud software product releases.
The Extended Support and Limited Extended Support programs are an acknowledgment that flexibility is key to your success when planning your business transformation. This extra level of coverage gives you peace of mind, knowing your software is secure and compliant with the latest updates until you are ready to take advantage of OpenText innovations.
Additional resources
Business Support Agreement and Extended Support Addendum
Product Support Lifecycle policy web page
Extended Support policy web page
Product Support Lifecycle table, showing product release dates and support coverage
