Higher Logic is committed to delivering the best customer experience for all of our users. Our Product Life Cycle and Support Assurance Plan provides clarity to our Customer Support team and to our customers on how best to ensure this.

Below are the life-cycle stages that our Product and Customer Support teams have defined for our products.

It is natural for products to move through these stages in their lifetimes. This evolution affords the freeing up of resources which, in turn, allows for the ability to develop and support new products that reflect the changing needs of our customers and the market.

The following table provides a snapshot of product availability and support at each stage of the Higher Logic product life-cycle.

• Click the Products link in each "stage" column to link to an article that lists which products, features, and modules are in that stage.
• Click the links on the right to access additional information for each stage.

Early Adopter

During this stage, Higher Logic commits to the following.

Feature improvement activity

• Continue development
• Solicit enhancement requests
• Address reported defects
• Prioritize based on severity level that may impact product adoption

Support assurance

• Products and features reside in a controlled release stage. This is for a subset of customers who contribute feedback on functionality and user experience.
• Actively solicit enhancement requests for products; focus is on validating, understanding, and supporting the use cases of customers.
• Address defects as they're reported, prioritizing based on severity level that may impact product adoption.
• Targeted Service Level objectives are not followed because new product is not in a formally launched stage.

Active

During this stage, Higher Logic commits to the following.

Feature improvement activity

• New feature development
• Active enhancement development
• Active bug remediation
• Scheduled security updates

Support assurance

• Products are generally available to all customers. New features, enhancements, defect remediation, and support are applicable.
• 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.
• 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 2 quarters, depending on resources and impact
• Some minor defects may not be addressed

Maintenance

During this stage, Higher Logic commits to the following.

NOTE: Higher Logic recommends that customers operating on Maintenance-stage products migrate to an Active-stage product, where feasible.

Feature improvement activity

• No new feature development
• Active bug remediation
• Scheduled security updates

Support assurance

• Products are not eligible for new features or enhancements but are eligible for defect remediation and support, including platform security.
• 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 not available.

Sustaining

During this stage, Higher Logic commits to the following.

NOTE: Higher Logic recommends that customers using Sustaining-stage products migrate to an Active-stage product, where feasible.

Feature improvement activity

• No enhancements
• Critical and major defect remediation
• Loss of functionality remediation
• Scheduled security updates

Support assurance

• Products are eligible for limited customer support.
• Products are not eligible for engineering updates.
• Security updates are made immediately where available.

Sunset

During this stage, Higher Logic commits to the following.

Feature improvement activity

• None

Support assurance

• Not offered