Ascertra
Product Support Lifecycle Policy
Product Support Lifecycle Policy
For On-Premises Clients with Maintenance & Support Subscriptions
[ Updated June 2026]
Proarc Online Platform
The Proarc Online platform ensures reliability, security, and performance by leveraging the following:
- Mature, secure, and scalable online services & applications
- Enterprise-grade hardware, network, and storage
- Infrastructure services for performance optimization, monitoring, disaster recovery, and security against attacks
- Detailed audit logging, policy governance, and workflow-driven compliance to processes
- ISO 27001 certified Proarc Online application
- Cloud Service Provider (CSP), Microsoft Azure, with the largest compliance portfolio, including ISO 27001, SOC2, and CSA Star
Lifecycle Stages and Features
| Active Support (AS) | Extended Support (ES)* | |
| Changes & features in new product versions | Access to helpdesk, support portal | |
| Error corrections in hotfixes | Error corrections for top severity items only | |
| Security updates | Security patches and vulnerability fixes | |
| Error corrections in cumulative maintenance releases | Regulatory and compliance updates where required | |
| Certifications of 3rd party software updates in operating environment | ||
| Access to helpdesk, support portal | ||
| Problem analysis, investigation, verification | ||
| Access to technical bulletins, newsletters, knowledge base |
* Additional notes on Extended Support:
- Extended Support does not include new features, enhancements, performance improvements, or new integrations
- Support during this phase is provided on a reduced and best-effort basis, and service levels may differ from Active Support
- Extended Support is intended as a transitional phase to allow customers to plan and complete upgrades or migration. It is not designed to support long-term operation on legacy versions.
- Subscribers to Extended Support will not receive access to new capabilities including AI-driven functionality, automation, and platform innovation
- Customers who subscribe to Extended Support ensure continuity of both support coverage and commercial entitlements associated with software maintenance:
- Retain their ability to transition from their current on-premises version to Ascertra's actively supported on-premises version (e.g., Proarc 7.6), or Ascertra's cloud-native SaaS solution (e.g., Proarc Online).
- Remain eligible for applicable and time-limited transition programs, including trade-in credits, conversion pricing, or other commercial incentives
Lifecycle Milestones & Descriptions
- General Availability
- The first date Ascertra makes available the product version.
- Active Support
- The stage of maintenance and support that starts after General Availability where Ascertra provides standard support and maintenance services to customers, including software updates.
- End of Active Support
- The last date Ascertra may release software updates to customers.
- Extended Support
- The stage of maintenance and support that starts after End of Active Support where Ascertra provides limited support services to customers.
- End of Life
- The last date Ascertra provides support to customers with Extended Support.
Support Lifecycle Policy
- Product versions have Active Support for 2 years after General Availability date.
- Product versions have optional Extended Support for 1 year after End of Active Support.
- On-premise customers are required to install latest released maintenance hotfix.
*Ascertra reserves the right to set End of Life dates outside of these policy guidelines. Where specific license, maintenance and support contract terms differ, contract terms take precedence over this policy.