What are the current versions of products supported by Webtrends?

What are the current versions of products supported by Webtrends?

Last modified: 1/9/2013

Introduction:
  • All products go through different phases during their lifecycle; the length of each phase may vary according to the actual product. These phases include:
  • Beta code available (Supported)
  • General Availability (Current) - new product version releases
  • Continued Support (Supported) - for previous product
  • Sunset Period (Scheduled for Withdrawal) for the previous product version
  • End of Life

Lifecycle Stages
The level of technical support available during a product lifecycle varies depending upon the lifecycle phase that the product is in. The contents of this article, and the currently support list of products, can be found at the following URL:

http://webtrends.com/shared/support/webtrends_supported_products.pdf


The stages are described in detail as follows:
Beta - During a product Beta, Webtrends will provide support during regular (North American) hours of operation for the product. Beta code is only available to customers with a current support plan agreement who have been accepted into a Beta program.

General Availability - During this phase of a product's lifecycle Webtrends will provide support and maintenance offerings, which will allow you to choose the most appropriate level of support for your organization. Maintenance offerings will consist of maintenance releases, service packs and/or hot fixes. Hot fixes and service packs are not available for all products. Support services include, but not limited to Knowledge Base, Online support, and Phone support during business hours; 24x7 phone support is also available to Premium support plan customers.

Continued Support – When a replacing version is released Webtrends may offer limited support for the prior versions answering usage questions only. Providing technical support does not imply that Webtrends will fix software defects or make changes to the software. After a new version is available, Webtrends will no longer actively develop new fixes or service packs for the previous release (note, hot fixes and service packs are not available for all product lines). Technical Support reserves the right to request the customer to upgrade to the current version, only available with a current support plan agreement.

Sunset Period – When a Major version is released (7.0, 8.0, 9.0, etc), Webtrends will provide support for the previous major version line for twelve months (see "Support Withdrawal Date"). We will continue to make Knowledge Base articles available for a further period beyond this end date. Webtrends will not accept support requests for versions after they have been in the sunset period for more than twelve months or for products available at no charge.

End of Life – Twelve months after entering the Sunset Period the product is End of Life and no longer supported. Customers can purchase Extended Support to extend the Sunset period up to an additional twelve months.

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