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 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 6 Special Announcement
After October 12th, 2021, Microsoft will end support for Microsoft Silverlight.
Due to this change in Microsoft support, and the reduced demand of some of our products as our customers shift to Microsoft 365, we will no longer be supporting the following DocAve Server 6 modules:
- High Availability
- SQL Server Data Manager
- VM Backup
- Cloud Connect
- eDiscovery
- Vault
- Migrator
Please note, SharePoint and File Share migration are supported going forward via Fly. All other sources are supported via AvePoint Migration Services.
What’s next?
Keep using your product(s) as long as you’d like! Access to user guides and documentation available in our Account Portal. However, you can only extend your current support contract through October 12th, 2021. If you choose to keep using your products, you will need to avoid upgrading DocAve Server to any release after October 2021.
Please reach us at CustomerSuccess@avepoint.com should you have any questions or concerns. Or, you reach out directly to your account manager. We’re here to help.
DocAve 5 - Special Announcement
On September 15, 2008, AvePoint delivered the first release of DocAve 5. Over a decade and many successes later, we’ve decided to bring this chapter to a close…so, we’re formally announcing that after January 31, 2020, we will no longer be supporting DocAve 5.
You’re more than welcome to continue using your product as long as you’d like, with access to user guides and documentation available in our Account Portal, but you can only extend your current support contract through January 31, 2020.