End-of-Life, Updates, and Supported Product Versions
Supported Product Version
When a product is supported, this means that the customer will get help from the helpdesk when issues arise as described in the service level agreement that the customer has with BloomReach. There are several service levels available.
Please note that if a bug is acknowledged in a supported, but not-maintained version, and a fix is needed, this fix will only be applied in the maintained product versions. This means the customer will need to move to a maintained version to receive the fix.
Maintained Product Version
When a product is maintained, the product code is updated and security- and bug fixes are made to the code. For maintained products, the system requirements for third party libraries and components is kept updated as well. Please note that we do not provide support for system requirement providers (e.g. databases, java, etc..), but we only support the usage for mentioned certified system requirement providers.
If a product is non-maintained, this means that the code is not touched anymore and therefore might contain bugs and/or security vulnerabilities due to newly discovered issues in our code or the libraries used.
End-of-Life Product Version
Products that are not maintained and not supported are end-of-life. These might be available from our archives but could be removed without notice.
Bloomreach Experience Manager Life Cycle
The two most recent minor versions for the current major version are actively maintained.
For example: If version 12.6 is the most recent Bloomreach Experience Manager version, this means that versions 12.6 and 12.5 are actively maintained.
Additionally, for the two most recent major versions before the current major version, only the final minor versions are actively maintained.
For example: If the most recent release is Bloomreach Experience Manager in the 12.x range, the final minor versions of 11.x and 10.x are actively maintained.
For customers with a standard enterprise license, BloomReach provides support for the current and the previous major version. For customers with a premium enterprise license, BloomReach provides support for the current and the two previous major versions.
The Release Notes Overview lists which versions are currently supported (and under which license) and which versions have reached End-of-Life status.
Advice to Customers
For new customers we advise to start on the most recent minor release and follow updates till the next major version is released. At that point, the customer can choose to remain on the final minor for a while, or upgrade to the next major version and continue to follow the ‘minor track’. What option to choose depends on the customer preference.
When you are an existing customer and you are running a final minor from an older release, we advise you to update to the previous or latest minor version of the most recent major release, or wait till a new final minor becomes available.
If you are running on a version that is not maintained, please update to a maintained version. Although we do provide help desk support for such releases, you might run into bugs, compatibility or security issues. Please note that if a bug is acknowledged and a fix is needed in one of the supported versions, the fix will only be applied in the maintained product versions. This means the customer will need to move to a maintained version to receive the fix.
Several upgrade paths are supported, as documented on the website for customers having a support contract.