Product Lifecycle

The Escenic product lifecycle defines phases in the products' lifecycle and specifies the level of support for the products as they move through it.

Product life cycle phases

Shipping Phase

The Shipping Phase begins when a product is first made available for purchase. During this phase annual Maintenance & Support (M&S) is available. Current M&S customers are entitled to unlimited phone and web support. Defects will be fixed and tested in subsequent maintenance releases and updates.

Maintenance Phase

The Maintenance Phase begins when a product is no longer available for purchase because it has been replaced by a subsequent release. The Maintenance Phase lasts a minimum of six months. Defect support is limited to Category 1 only. Category 1 is defined as "a problem that has resulted in a down situation in which a support customer is unable to use a product or significant functions thereof with critical impact on the customer's operations."

Supported Phase

The Supported Phase begins when the Maintenance Phase ends. The Supported Phase is for mature products that are not being maintained. Technical support is available for these products in the way of a work-around or suggestion. Defects will not be fixed.

Discontinued Phase

The Discontinued Phase begins when a retirement date has been announced for a product. M&S contracts are not available for purchase for products in the Discontinued Phase and existing contracts will not be renewed.

Defect Support

For more information about the different levels of support, please see Technical Support .

Current Escenic Versions

See also: Escenic Version History.

For further information, please visit Escenic Technet.

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