Higher Logic is committed to delivering the best customer experience for all of our users. Our Product Life Cycle and Assurance Plan provides clarity to our team and our customers about how best to do so.
Listed below are the stages that the Higher Logic Product and Support team have defined for our products throughout their life. You can find additional details about which products fall within each stage by clicking on the Product link in each cycle under Platform list.
It is natural for some products to graduate into later stages, freeing up our ability to build and support new products and to also reflect the needs of our customers and the market.
| Product Stage |
Early Adopter |
Active |
Maintenance |
Sustaining |
Sunset |
| Product Availability |
Controlled Release |
General Availability |
Available by Request |
Available by Request |
Unavailable |
| Platform List |
|
|
|
|
|
| Support Availability |
Limited |
Full |
Full |
Limited |
Unavailable |
| Feature Improvement Availability |
- Continuing development
- Soliciting enhancement requests
- Address defects as reported
- Prioritizing based on severity level that may impact product adoption.
|
- New feature development
- Active enhancement development
- Active bug remediation
- Scheduled security updates.
|
- No new feature development
- Active bug remediation
- Scheduled security updates.
|
- No enhancements
- Remediation only of major/critical bugs or loss of functionality
- Scheduled security updates
|
None |
| Support Assurance |
- Products and features reside in a controlled release stage. This stage is for a subset of customers who also contribute feedback on functionality and user experience.
- During this stage, Higher Logic actively solicits enhancement requests for products, focuses on validating, understanding and supporting the use cases of customers.
- During the Early Adopter period, Higher Logic addresses defects as they’re reported, prioritizing based on severity level that may impact product adoption.
- Targeted Service Level objectives are not followed as new product is not in a formally launched stage
|
- Products are generally available to all customers. New features, enhancements, product defect correction and support all apply to this stage.
- New feature and enhancement requests are reviewed and prioritized based on the impact and value to the market with a focus on maximizing the value of products in the Active phase.
- Security updates are made immediately where available.
- Defects are reviewed and prioritized as they are reported
- Critical defects are prioritized for fixing asap.
- Major defects are prioritized for immediate attention and will typically be addressed within 30 business days
- Moderate and minor defects are fixed as resources allow, within 1-2 quarters depending on resources and impact
- Some minor defects may not be addressed at all
|
- Products in this phase are not eligible for new features or enhancements but are eligible for defect correction and support including platform security.
- Higher Logic recommends customers operating on Maintenance phase products move to an Active product where feasible.
- Security updates are made immediately where available.
- Critical and Major defect remediation is assessed based on global customer impact
- Moderate and Minor defect remediation is unavailable
|
- Products in the sustain phase are not eligible for engineering updates.
- Products in the sustain phase are eligible for limited customer support.
- Security updates are made immediately where available.
- Higher Logic recommends customers using sustaining phase products to an Active phase one, where feasible.
|
Not Offered |
