Tuesday, 16 Jul 2024
Technology

Product Support – On Demand Migration

In the fast-paced world of technology, it’s essential to have reliable support for your products. At Eireview, we understand the importance of providing top-notch assistance to our customers. That’s why we offer comprehensive product support throughout the lifecycle of our offerings.

The Product Support Lifecycle

The Product Support Lifecycle outlines the different stages during which our products are eligible for support, patches, and downloads through our Support Portal. We are committed to providing support and fixes for current versions of our products when you have an active support agreement. However, we may also extend support to older versions at our discretion.

To continuously improve and enhance the value of our products, we allocate resources to the most recent releases. Therefore, if you’re using a discontinued version, we highly recommend upgrading to the currently supported iteration of the product.

Our standard support policy covers both the current version (n) and the previous version (n-1) of our products. For more specific information about each product’s support availability, please consult the product lifecycle table on our Product Support Page.

Full Support

  • Product is a generally available release/version with full support.
  • Includes the most current version and one or more prior releases.
  • Accepts enhancement requests that may be considered for future releases.
  • Periodically provides maintenance releases and/or hot fixes.
  • Fully supported by both our Support and Development teams.
  • Easily downloadable from our Support Portal.
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Limited Support

  • Support available for this release/version.
  • Best efforts will be made to provide workarounds or fixes for known issues.
  • No new code fixes generated except under extreme circumstances and at our discretion.
  • No acceptance of enhancement requests.
  • Encouragement to plan an upgrade to a release/version with “Full Support.”
  • Accessible for download from the Support Portal.

Discontinued

  • Includes retired or discontinued release/versions.
  • No creation of new patches or fixes.
  • Unavailable for download from the Support Portal.
  • Offered support for upgrading to a supported version.
  • No obligation for assistance on this version.

Continuing Support

For scenarios where upgrading or migrating your product before its end-of-life is not feasible, Eireview offers Continuing Support. This service provides an additional year of limited support beyond the software’s end-of-life or end-of-support date. It is important to note that Continuing Support is not available for all products and is subject to certain conditions.

The benefits of Continuing Support include:

  • Renewed annual software maintenance contract.
  • Uninterrupted access to technical support via phone, online, and chat.
  • Support Engineers offering known workarounds and fixes.
  • Fee-based service available for selected products.

Frequently Asked Questions

Q: How can I access product support through Eireview?
A: You can reach our support team via phone, online, or chat. Visit our Support Portal for more information and contact details.

Q: Can I request new features or enhancements for a product in Limited Support?
A: No, the provision of new features or enhancements is not available for products in Limited Support.

Q: How can I ensure I receive optimal support for my Eireview product?
A: It is vital to maintain an active support agreement and upgrade to the latest version with Full Support whenever possible. This ensures access to the most recent patches, fixes, and enhancements.

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Conclusion

At Eireview, we prioritize providing exceptional product support to our customers. From Full Support to Continuing Support, we strive to assist you throughout the entire lifecycle of your Eireview products. If you have any further questions or require assistance, please don’t hesitate to reach out to our dedicated support team.