Support Lifecycle Phases

Phase Definition Scope What to expect from e-Builder Approximate duration
Current

  • Features are currently supported in the e-Builder production environments and actively offered for new subscriptions.

  • New sales 

  • Full support - all defects, data fixes, troubleshooting, weekly releases 

  • Regular enhancements 

Full support for defects and data fixes.

  • Features are actively in development

  • In-depth troubleshooting 

  • Reporting and tracking of defects 

  • Identification and prioritization of fixes for critical defects 

  • Tracking of enhancement requests 

  • Weekly releases to correct priority defects 

 6 - 24 months
Maintenance

  • Features have been superseded by new functionality in the Current release. 

  • Full support is provided for critical defect fixes and enhancements only.

  • No new sales 

  • No add-on sales 

  • No add-on services (customization or integration) 

  • Full support for data fixes, troubleshooting, weekly releases 

Full support for defects and data fixes. 

  • In-depth troubleshooting 

  • Reporting and tracking of defects 

  • Identification and prioritization of fixes for critical defects 

  • Weekly releases to correct priority defects

12 months
End of Maintenance

  • Features can be used by current subscribers in “as-is” condition. 

  • No enhancements or defect fixes will  be released during this phase. 

  • No sales 
  • No defect fixes 
  • No enhancements 

Full support for data fixes ONLY. 

  • Troubleshooting to determine data fixes 
  • Reporting and tracking of defects that are not fixed in the current release 
  • Weekly releases to implement data fixes
12 months
End of Service
  • Features are removed from the product. 
  • No product access to feature
  • No support 

e-Builder will no longer be supporting modules in this phase. 

  • No support 

 Permanent