- Mainstream: Product changes, updates, and fixes will be delivered via Service Packs or hotfixes.
- Supporting: When a new major version of the Ephesoft product is released, older versions of the product will move into the Supporting phase. Versions of the product in this phase may not receive product design changes or new features. Product updates and changes will be delivered through hotfixes or mainstream releases.
- Extended: Support will be limited to critical or blocker issues. High-risk security issues may require an upgrade or hotfix resolution at the discretion of Ephesoft.
Transact Support Cycles |
Mainstream |
Supporting |
Extended |
| Transact Versions | 2020.1 | 2019.1 2019.2 |
4.5.0.1 4.5.0.2 |
| Feedback for product design and features | ✔ | ||
| Support for non-security related issues | ✔ | * | ** |
| Support for security-related issues | ✔ | ✔ | ✔ |
| Self-help support | ✔ | ✔ | ✔ |
*Based on the criticality
**For Platinum customers only, based on criticality, on select products only
2020.2 to be released in Q1 2021 and will become the Mainstream version of support.
Terminology
- Service Pack — a tested, cumulative set of all hotfixes, security updates, critical updates, and updates, as well as additional fixes for problems found internally since the release of the product. Service packs may also contain a limited number of customer-requested design changes or features.
- Hotfix — a single, cumulative package that includes product changes to address a problem in an Ephesoft product. Typically, hotfixes are made to address a specific customer situation. Unlike a Service Pack, is typically developed quickly to address a critical client issue and is not regression tested.