2. Kopano Support Lifecycle Policy

With our clear support policy, customers know up-front and with certainty how Kopano products and integration products of 3rd parties are being supported and will be supported during its lifetime. Under this policy we provide access to technical experts while you subscribe to Kopano products. Besides technical expertise, you are also entitled to direct access to new major releases so you can take full advantage of technology and product enhancements.

2.1. Overview of Release Versioning

The main product, Kopano Core, consists of several components that all carry the same version number. Kopano Core version numbers consist of three parts:

  1. the general release version,
  2. the major release version, and
  3. the minor version

Products that are shipped separately from Kopano Core (like Kopano Archiver) will follow the same format.

Overview of General and Major Lifecycles

Overview of General and Major Lifecycles

The general version is incremented for releases that may:

  • break backward compatibility with the infrastructure
  • contain architectural changes
  • contain system-wide major features
  • contain new database schemes
  • make a simple downgrade impossible

The lifecycle of a general release is built up from the major releases that constitute it, and has a guaranteed support period of at least 3 years. This means that under a general release, the Premier and Extended support periods of all the major releases have a combined time span of at least 3 years. Please refer to Overview of Release Versioning for a schematic overview, for more information on the support stages see the Stages of our Kopano Core Support Lifecycle section.

The major version is incremented for releases that may:

  • contain new features and functionality
  • contain added technical compatibility with newly supported distributions, browsers or 3rd party applications

The lifecycle of a major release is consists of the three stages: (1) the Premier support period, (2) the Extended support period and (3) the Complementary Support period. The dates of the support periods of each major release are listed in General Release Cycle.

The minor version is incremented for releases that may:

  • contain bugfixes that do not break backward compatibility in any way
  • contain minor enhancements that do not break backward compatibility in any way

These minor releases are usually part of the Premier and Extended support stages of the major release cycle.

2.2. Stages of our Kopano Core Support Lifecycle

2.2.1. General Release Cycle

General releases of our products are guaranteed to be supported for at least 3 years to subscribers. Each general release consist of major releases, together the major releases account for the 3 years that a general release is supported.

In this section we list the dates on which our general releases went public and the dates they are planned to reach the End-of-Lifecycle. As the combined lifecycles of the major releases that constitute a general release can add up to more than 3 years, the actual End-of-Lifecycle might be after the planned date. This results in additional life span of a general release of which the final date is presented as the Actual End-of-Lifecycle in the table below.

General Release General Availability Planned End-of-Lifecycle Actual End-of-Lifecycle
Core 8.0 May 1st, 2016 April 30th, 2019 as planned

2.2.2. Major Release Cycle

In major version releases we have four lifecycle stages, namely the:

  • General Availability period of 1 year with Premier support starting at the release moment of the final version.
  • Extended support period of 6 months starting after the General Availability period has ended.
  • Complementary support period of 6 months starting after the Extended support has ended.
  • End-of-Lifecycle milestone following the Complementary support period.

From the End-of-Lifecycle milestone our subscribers are eligible for Upgrade support. Each of these stages are supported differently as explained in the following sub-sections.

Below you find a schematic overview of the different stages and milestones in a major release cycle.

                  Premier                Extended      Complementary      Upgrade
                  Support                Support          Support         Support
     X------------------------------|----------------|---------------X---------------->
General Availability                                            End-of-Lifecycle

The following table contains the actual dates for the different stages and milestones of our major releases.

Table 1.2. Major Releases of the Kopano Core

Major Release General Availability Extended Support Complementary Support Upgrade Support > End-of-Lifecyc le
Kopano Core 8.0 Q2 2016 Q2 2019*
*as currently planned

2.2.2.1. Premier Support

As a Kopano customer you can expect the best with Premier support. It provides you with maintenance and support on all major releases for one year following the general availability date. During this period you are entitled to benefit from the following:

  • Pro-active updates containing bug fixes and enhancements
  • Technical compatibility with newly supported distributions, browsers or 3rd party applications
  • Intense testing by Kopano Quality Assurance
  • Updates delivered regularly
  • Technical support
  • Security alerts and fixes
  • Upgrade scripts to upgrade from prior major versions not covered anymore by normal support

2.2.2.2. Extended Support

Following the Premier support stage the major release enters the Extended support period of 6 months. Extended support provides you, as a Kopano customer, with the freedom to upgrade at your own leisure. During this 6 month period you can benefit from:

  • Reactive fixes
  • Technical compatibility with newly supported distributions, browsers or 3rd party applications
  • Testing by Kopano Quality Assurance
  • Technical support
  • Security alerts and fixes
  • Upgrade scripts to upgrade from prior major versions not covered anymore by normal support

2.2.2.3. Complementary Support

After the Extended support stage, the major release enters the Complementary support period for 6 months. During this period you benefit from:

  • Technical support
  • Security alerts and fixes
  • Issue testing by Kopano QA
  • Upgrade scripts to upgrade from prior major versions not covered anymore by normal support At the end of this period, the major release will reach its End-of-Lifecycle milestone. We recommend that you upgrade before the End-of-Lifecycle milestone is reached.

2.2.2.4. Upgrade Support

Finally, after the major release has reached the End-of-Lifecycle, it will enter the stage of Upgrade support. During this period you are ensured of technical support with the purpose to support and advise you on the upgrade of your current installation. This allows every Kopano customer to safely upgrade in their own time frame - we leave no-one behind!