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.
Lifecycle Policy for support availability
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.
Legacy tyGraph Special Announcement
On August 30, 2026, AvePoint will retire the Legacy tyGraph platform.
To ensure customers continue receiving advanced analytics and support, we are transitioning all customers to AvePoint tyGraph on the Confidence Platform (AOS).
What this means for you:
- End of Support: After August 30, 2026, the Legacy tyGraph platform will be fully decommissioned. At that time, it will no longer collect or process data, and no technical assistance or product support will be available.
- Seamless Upgrade: Customers will be automatically upgraded to AvePoint tyGraph on AOS free of charge. Your data will remain secure and continuously backed up throughout the migration process.
- Pricing: There is no change in pricing as a result of this transition. Your existing subscription will carry over to AOS without additional cost.
- Continuity: You will not lose any analytics or reporting availability during this transition.
- Benefits: AvePoint tyGraph on the Confidence Platform (AOS) provides faster insights, a future-proof architecture aligned with Microsoft’s changes, and a unified platform with stronger security and ongoing innovation.
We’ve gathered resources to help:
- Upgrade Guide – Detailed guide to prepare you to transition from Legacy tyGraph to AOS as well as highlight what’s new.
- Comparison Guide – Side-by-side comparison of Legacy tyGraph and tyGraph on AOS, including feature continuity and new capabilities.
- User Guide: Step-by-step instructions for navigating and using tyGraph on AOS, including updated dashboards and reporting features.
For questions or assistance with the migration, please contact our support team at support@avepoint.com.
Thank you for being a valued tyGraph customer. We are committed to supporting you through this transition and helping you unlock even greater insights with tyGraph on AOS.
Cloud Archiving Special Announcement
On December 31, 2025, AvePoint will end support for Cloud Archiving.
To provide continuity, Cloud Archiving capabilities have been added to AvePoint Opus, and upgrading is free and easy.
What this means for you:
- Support: Support for Cloud Archiving is available until December 31, 2025. No technical assistance or updates will be provided on or after this date.
- Upgrade: In addition to the free and easy upgrade, AvePoint Opus includes enhanced features.
We’ve gathered resources to help:
- Migration Guide – follow these 3 steps to complete the transition to AvePoint Opus
- Blog – Learn why we’ve upgraded, and our vision for the future
- Overview Video – view the new capabilities and benefits of upgrading
For questions or assistance with the migration, reach out to our support team at support@avepoint.com.
Thank you for your continued trust in AvePoint. We hope that you love the new features and look forward to helping you with the transition.
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.
Support Lifecyle Policy FAQs
The AvePoint Support Lifecycle Policy standardizes AvePoint product support policies for our customers.