Lifecycle Policy for support availability
The AvePoint, Inc. ("AvePoint") Support Lifecycle Policy provides consistent and predictable guidelines for product support availability when a product releases and throughout that product’s life. By understanding the product support available, customers are better able to maximize the management of their IT investments and strategically plan for a successful IT future.
AvePoint is committed to providing support for all software products according to the following policy:
Mainstream Support will be provided for the later of: (i) five (5) years from the initial release of the product; or (ii) two (2) years after the successor product is released. In either case, AvePoint will provide Mainstream Support for the duration of that final calendar year of support. Mainstream Support means AvePoint's normal support offerings as set forth in the Support Addendum of AvePoint's Master Software License and Support Agreement and includes, but is not limited to, service packs, cumulative updates, hotfixes/bug fixes, product design change requests from customers, and new feature requests from customers.
Self-Help Support will be available for all customers for the duration of your product’s lifecycle. The new account portal (coming soon!) will include links to free online content—like Knowledge Base Articles, product information, useful tools, and more—so keep your eyes peeled for this exciting new addition.
Self-help Support is available for all customers for the duration of a product’s life. Self-help Support includes our freely available online content (Knowledge Base articles, online product information, etc.) found in your account portal. To access the portal, you may sign in or create an account.
Service Pack Support Policy
Service Packs are supported for two (2) years from the date of a new Service Pack’s release. In terms of priority, the AvePoint Support Lifecycle Policy precedes the Service Pack Support Lifecycle Policy.
DocAve 5 - Special Announcement
Under normal circumstances, AvePoint provides Mainstream Support for the later of: (i) five (5) years from the initial release of the product; or (ii) two (2) years after the successor product is released.
However, to support the large number of customers who still use SharePoint 2007, AvePoint will provide Mainstream Support for DocAve 5 until at least 2019. Early in 2017, AvePoint will reevaluate this policy and notify all DocAve 5 customers if Mainstream Support will be extended beyond 2019.