Ascertra
Product Support Lifecycle Policy
Product Support Lifecycle Policy
For On-Premises Clients with Maintenance & Support Subscriptions
[ Updated March 2025 ]
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 | Corrections in hotfixes for errors assigned with highest category | |
| Error corrections in hotfixes | Security updates for vulnerabilities assigned with highest category | |
| Security updates | Access to helpdesk, support portal | |
| Error corrections in cumulative maintenance releases | ||
| 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 |
* 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.
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. As of this date, Ascertra will release software updates only to customers with Extended Support.
- Extended Support
- The stage of maintenance and support that starts after End of Active Support where Ascertra provides limited support and maintenance services to customers, including software updates.
- End of Life
- The last date Ascertra may release any software updates to customers with Extended Support. As of this date, Ascertra will no longer develop, maintain, or test the software version.
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.