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    Product Support Policy
    • 28 Jan 2022
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    Product Support Policy

    • Updated on 28 Jan 2022
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    Article Summary

    Identity Automation Technical Support Policy

    The Identity Automation Product Support Policy has been updated effective November 1, 2020.

    Product support is provided to customers with active software licenses and support subscriptions pusant to the terms and conditions of those agreements.

    Unless stated otherwise, product support is provided for actively marketed products and based on their product support lifecycle as defined in the table below:

    Product FamilyProduct Support Lifecycle
    RapidIdentity CloudAvailable for all customers with active software and support subscriptions. Software updates are deployed automatically on a 4 week cadence.
    RapidIdentity On-Premise Long Term Support (LTS)There are typically two Long Term Support releases per year and each are supported for up to 1 year.
    HealthcastAvailable for up to 1 year after the General Availability of the most recent version, release or maintenance update.
    MFAAvailable for up to 1 year after the General Availability of the most recent version, release or maintenance update.
    Note:

    Support for additional hardware devices will not be back-ported to previous releases.

    Support for products withdrawn from marketing will be provided pursuant to the End-of-Life and End-of-Support schedule delivered to customers with active software licenses and support subscriptions at the beginning of the product’s End-of-Life and End-of-Support process.

    Identity Automation will provide full support for all products that are within their Product Support Lifecycle including technical assistance, software updates or operational workarounds required to maintain the product’s conformance to its respective documented features and capabilities.

    Customers requesting product support for versions that exceed their Product Support Lifecycle will be directed by Identity Automation Customer Support to upgrade to a currently supported version before product support can be provided.

    Customers requesting advice on or assistance with product upgrades are encouraged to contact Identity Automation Support.

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