Product Support Lifecycle

Definitions of Lifecycle Status can be found below.

Updated: October 28, 2024

Jump to a product using the list below to see product versions:

• System Platform (Application Server) & OMI
• InTouch HMI
• Historian Server
• Historian Client
• OI Server Core
• Edge HMI
• Reports for Operations

• Manufacturing Execution Systems
• Recipe Management
• Batch Management
• Mobile Operator
• Predictive Analytics
• Plant SCADA (Citect)

• Work Tasks (Workflow Management)
• BI Gateway (Intelligence)
• Enterprise Data Management
• Enterprise Asset Management
• Control Configuration Management
• Enterprise Integrator

Definitions of Lifecycle Status

Upon the Date of General Availability, a product version will enter Mainstream Support. This phase of the product life will have a three (3) year term during which Customer FIRST Support subscribers are entitled to the following services:

• Technical Assistance on Issues and Inquiries via Existing Support Programs
• Patches & Service Packs
  • To address product issues
  • To support critical OS security updates
• Ability to request Hot Fixes

Upon retirement of Mainstream Support, the product will enter Extended Support. During this two (2) year period, Customer FIRST Support subscribers will be provided the following services:

• Technical Assistance on Issues and Inquiries via Existing Support Programs
• Ability to Request Hot Fixes
  • To address product issues
  • Support (limited) for Critical OS Security Updates

The final phase of Lifecycle Support covers product releases in the mature software life phase. The Mature Support phase follows the 5 years of coverage provided by Mainstream and Extended phases by offering on-going technical assistance to customers maintaining installed product. Mature Support includes:

• Technical Assistance via existing programs

Technical Assistance in the Mature Support phase involves providing basic issue diagnostics assistance from the available database of technical knowledge. In depth issue research should not be anticipated at this phase. Customers encountering issues which have been resolved in a more current release of the product will be advised to upgrade their product version to resolve the issue.