Maconomy Product Support

Appendix

Terms Used in This Document

This section describes general terms used in this document, such as Active Support, Maintenance Support, and Sustaining Support. The following information is for general support, and how this support may differ by product is detailed below.

Note: If you have questions about support, reach out to your account manager or product management (PDM) team.

General Terms

Active Support

Active Support is a period where Deltek is actively developing the next version of the software and actively supporting the most current version. During this phase of the product life cycle, there are software enhancements, and you have access to hot fixes as well as service packs and regulatory updates. Active Support begins at general release and ends when the next release is generally available.

Maintenance Support

Maintenance Support is a period where Deltek delivers on-going maintenance releases for the new version of the software, and at Deltek's approval, customers may continue to receive hot fixes for severity 1 issues. This phase begins when a newer version of the application is made generally available for major and minor releases (not including maintenance releases) and lasts for a minimum of 12 months. Following this 12-month period, it is possible the older/prior version of the software may be declared for sustaining support, which indicates Deltek will no longer deliver maintenance releases, nor hotfixes, for the version.

Note: The Maintenance Support period can be lengthened beyond the published retirement date by purchasing an Extended Support plan (i.e. Sustaining Support Plus), which provides customers with access to Deltek-approved severity-1 defect hotfixes. If interested in Sustaining Support Plus, please contact your Deltek Account Manager.

Sustaining Support

Sustaining Support is a period where you continue to have access to all fixes or service packs that existed prior the Sustaining Support life cycle phase. However, there are no new software enhancements, hot fixes, service packs, or regulatory updates of any kind for versions in this phase. Sustaining Support begins at the end of Maintenance Support and lasts indefinitely.

Third Party Products

Customer Care (CC) does accept support calls regarding 3rd party products and versions in Sustaining Support, but if the error cannot be reproduced in a supported product/version, CC does not make any further investigations regarding the bug. In this situation, CC and Engineering will consider the error fixed in the supported product/version. If a reported error in a desupported product/version also exists in a supported product/version, Engineering will produce a service pack/maintenance release for the supported product/version. In both cases, the customer must update to the supported product/version to have the error fixed.

Maconomy family products depend upon 3rd party product support, and is influenced by the support status of related vendors. When we talk about 3rd party product support, we refer to the approved use of these products with your Maconomy solution.

  • If the product is an OS or database product, new installations and upgrades of the Maconomy product are not allowed before the third-party product is upgraded to a supported version.
  • For all products, no error corrections are made to solve problems related to the third-party product.

Product Support Per Product

Maconomy

  • Active - Active Support begins at general release and ends two years after the next main release.
  • Maintenance - N/A unless explicitly specified for a release.
  • Sustaining - Sustaining Support begins two years after the next main release

People Planner

  • Active - Follows the general support process.
  • Maintenance - Begins when the next major/minor version is released and stops when the following major/minor version is released.
  • Sustaining - Starts when Maintenance Support stops