Support Policies

Support Policies

Supported Versions

Previous major version is supported for one year of mainstream support after current version is released. Extended support is available for one additional year, at a 50% premium.

  • Version 10 - Limited Release, GA expected 10/16. End of support not determined.
  • Version 9 - Internal development version - Not released.
  • Version 8 (8.6.5). End of mainstream support 10/31/17. End of extended support 10/31/18.
  • Prior to version 8 not supported (end of life).

 

Microsoft Operating System Support

CM evolveIT client and server software is supported on Microsoft operating systems as supported by Microsoft mainstream support. See Windows lifecycle fact sheet. 

 

CM evolveIT Support Response Levels

Unless otherwise contracted, support is available during CM First working hours for office supporting customer geography. Standard support levels documented below for delivery of a software patch or workaround (unless specified differently in your Software License Agreement).

  1. *Urgent (Response Level 2) – Daily Communication
  2. High (Response Level 1) - 5 working days
  3. Normal (Response Level 0) - 10 working days

*The Critical response level is reserved for any situation where production is down and is directly because of a CM First Product.  As with any support request, the customer must provide all information needed to reproduce the issue.  


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