This page and the sub pages(Individual Products) provide information on the support policies for all of Foundation Products.
Foundation Release Lifecycle.
There are two types of Foundation Releases:
- Enhancement Pack (EP): Enhancement Packs (EPs), not designated as a Long Term Release (LTR), include new features, security improvements and defect corrections. The active EP receives security improvements and defect corrections during its shorter service lifecycle until the next EP release. Upon release of a new EP, the EP reaches end of service and is retired. The system will need upgraded to the next release.
- Enhancement Pack (EP) Designated as a Long Term Release (LTR): Long Term Release (LTR) Enhancement Packs (EPs) include new features, security improvements and defect corrections. Each LTR receives security improvements and defect corrections during its service lifecycle, which is ongoing until two subsequent LTRs release. Upon release of second new LTR, the n minus 2 LTR reaches end of service and is retired. At that time, the system will need upgraded to the next release.
Note: For details on specific product lines, please review their individual support policy pages.
Technical Support
Each version of a Foundation product, both LTR and Non-LTR, is eligible for Technical Support assistance as detailed in the Software Maintenance Agreement. Versions that are three years post their Generally Availability date may be subject to an Extended Support Fee (ESF).
- Technical support for published and released software functionality
- Online access to the customer portal which includes product documentation, knowledgebase information, access to software downloads, and access to Hyland's user communities
- Notification of new releases, offerings, and software patches
- For any Software maintenance related queries, please contact your First Line of Support(FLOS)