Product Lifecycle
Abstract
In June 2017, IBM® announced a support option for select ECM products and releases, available when software reached end of service (EOS). This option is called IBM Continuing Support, and it provides continued access to the same knowledgeable global Support team after EOS.
Content
Update
On 18 April, 2023, IBM announced expanded Support options for select software programs, including ECM products. With these new Support options, IBM is withdrawing the Continuing Support program for ECM products.
As of June 19, 2023, IBM announced the discontinuance of the ECM Continuing Support offering. This policy change will be effective 30 June 2024.
Customers will continue to receive support for the ECM products and releases covered by Continuing Support until 30 June 2024 but are advised to upgrade or consider IBM’s new expanded Support options for products where they are available.
For Customers in need of upgrade and modernization assistance, IBM offers various services. These include expert services to assess, plan, and execute a version upgrade or to fully modernize to a container-based infrastructure. Contact your IBM sales representative or Business Partner to learn more.
The following table summarizes the support options available for products covered by Continuing Support; after it’s discontinuance on 30 June 2024.
| Continuing Support Product | Status & Options after June, 2024 |
|---|---|
| Case Foundation 5.2 and later | Sustained Support offering available through Sept 2025. See Expanded Support Offerings for more information. |
| Case Manager 5.1 and later | Upgrade to Case Manager 5.3.3 where an extension is available through Sept 2024 and the Sustained Support offering is available through Sept 2028 |
| Case Manager for Investigations 5.2 and later | No support is available. |
| Content Foundation 5.2 and later | Upgrade to IBM Content Foundation 5.5 or later, which is in support. Content Platform Engine Support schedule for more information. Note: 5.2 users can purchase an extension for usage and available fix support through Sept 2025. |
| Content Management Interoperability Services (CMIS) 3.0.4 and later | Upgrade to CMIS 3.0.7 or later, which is in support. Reference the CMIS Support policy for more information. |
| Content Navigator 2.0.3 and later | Upgrade to a supported version. Content Navigator is a bundled component and support is determined by the principal product. For ICN bundled with FileNet Reference Content Platform Engine Support schedule for more information. |
| Daeja ViewONE Professional 4.1 and later | Upgrade to Daeja ViewONE Virtual 5.0 or later, which is in support. Reference the Daeja ViewONE Support Policy for more information. |
| Daeja ViewONE Virtual 4.1 and later | Upgrade to Daeja ViewONE Virtual 5.0 or later, which is in support. Reference the Daeja ViewONE Support Policy for more information. |
| Datacap 9.0, 9.1 and later | Upgrade to DataCap 9.1 or later, which is in support. See the Datacap release schedule for more information. |
| Datacap FastDoc Capture 1.2 and later | Upgrade to DataCap 9.1 or later, which is in support. See the Datacap release schedule for more information. |
| FileNet Capture 5.2 and later | Upgrade to DataCap 9.1 or later, which is in support. See the Datacap release schedule for more information. |
| FileNet Content Manager 5.0, and later | Upgrade to FileNet Content Manager 5.5 or later, which is in support. Reference Content Platform Engine Support schedule for more information. Note: 5.2 users can purchase a one-year extension for usage and available fix support through Sept 2025. |
| FileNet Image Manager Active Edition 5.1 & later | This product remains in active support. |
| FileNet Image Services 4.1 and later | This product remains in active support. |
| FileNet Image Services Utilities - DART 1.8.2 and later | This product remains in active support. |
| FileNet Image Services Utilities - HPII 3.3.8 and later | This product remains in active support. |
| FileNet Image Services Utilities - MRII 3.3.8 and later | This product remains in active support. |
| FileNet Print 4.4 and later | This product remains in active support. |
| Production Imaging Edition 5.3.x | This product remains in active support. |
| Content Collector 4.0 and later | This product remains in active support. |
| Content Collector for SAP Applications 4.0 and later | This product remains in active support. |
| Content Integrator Enterprise Edition 8.6 and later | This product remains in active support. |
| Content Integrator for z/OS 8.6 and later | No support is available. |
| Enterprise Records 5.1 and later | Upgrade to Enterprise Records 5.2.1.8 which is in support. |
Revision History:
- Initial Version: June 2017
- Updated January 2023 to remove references to a customer support email address.
- Updated June 2023 to announce discontinuance
- Updates July 2023 to provide post-discontinuance guidance
Continuing Support Background
Originally published: June 2017
Depreciated: June 19, 2023
Introduction
In June 2017, IBM® announced a support option for select ECM products and releases, available when software reached end of service (EOS). This option is called IBM Continuing Support, and it provides continued access to the same knowledgeable global Support team after EOS.
World-Class Software Support
Under your IBM Passport Advantage agreement's (International Passport Advantage Agreement or International Passport Advantage Express Agreement) Software Subscription and Support (S&S) terms, you receive comprehensive cross-platform technical assistance from a team of highly skilled Support experts. Additionally, you get flexible upgrade protection, access to the latest software versions and releases, remote technical support, 24x7 support for business-critical outages, online self-help resources, and unlimited electronic and voice access (where available) to world-class global IBM Software Support Centers.
Continuing Support Option
Continuing Support extends support for your software beyond its EOS date. When your software versions reach their end of service date and support is no longer available through standard Software S&S, you now have the option for Continuing Support and no longer need to tackle support issues on your own.
Continuing Support Program Benefits
This exciting offering allows you to enjoy many of the S&S benefits that you have told us matter most to you, including:
· 7 days, 24-hour support for mission-critical emergencies (Severity 1)
· Provided by voice in most countries.
· Provided in English, with the local language accommodated when possible.
· Remote problem analysis and assistance during normal country business hours in your time zone.
· Support for routine, short duration installation and usage questions.
· Response time objective of two hours during prime shift for voice and electronic problem submissions.
· Response objective for critical/emergency problems during off-shift hours is two hours.
· Unlimited number of technical support incidents.
· Access to documentation, technotes, and other online product material.
· Access to existing available fixes created before the product's EOS date to correct known defects.
The Continuing Support offering does not include:
· Voice and electronic access support for code-related problems.
· Development analysis of new defects.
· Development of or packaging fixes that are not already available.
· Support for Supporting Programs and third-party components.
· Infrastructure that is not included in the software version’s Hardware and Software Requirement page.
Product versions that are past their EOS date might contain defects, errors, or security vulnerabilities that will not be fixed as part of Continuing Support, and will remain vulnerable to exploitation and disruption of data and service availability. Notwithstanding coverage of these versions under Continuing Support, IBM strongly recommends upgrading to a currently supported version. Your continued use of versions of products that are past their EOS date is done at your own risk, and IBM will have no responsibility or liability for any damages arising from such use.
Program Participation
To receive Continuing Support, you need only to maintain active S&S for licenses deployed for the software.
Complete Coverage for Mission-Critical Installations
In addition to Continuing Support, IBM still provides the option for Service Extensions (SE). Customers have the choice between Continuing Support and Service Extensions. For mission-critical installations, it is highly recommended that you continue to pro-actively purchase a Service Extension to receive full defect and development support assistance. By adding this offering, you are maintaining the same full defect support coverage you received before the end of service date, further protecting your installation. If you require development or defect support assistance after the end of service for any version, including during the life of Continuing Support or with an active Upgrade Bridge contract, you are required to purchase a Service Extension at that time at IBM's specified charge in order to receive such support. Contact your IBM sales representative for more information, or to purchase these options.
ECM Products and Releases Covered Under Continuing Support Option
· Case Foundation 5.2 and later
· Case Manager 5.1 and later
· Case Manager for Investigations 5.2 and later
· Content Foundation 5.2 and later
· Content Management Interoperability Services (CMIS) 3.0.4 and later
· Content Navigator 2.0.3 and later
· Daeja ViewONE Professional 4.1 and later
· Daeja ViewONE Virtual 4.1 and later
· Datacap 9.0, 9.1 and later
· Datacap FastDoc Capture 1.2 and later
· FileNet Capture 5.2 and later
· FileNet Content Manager 5.0, and later
· FileNet Image Manager Active Edition 5.1 and later
· FileNet Image Services 4.1 and later
· FileNet Image Services Utilities - DART 1.8.2 and later
· FileNet Image Services Utilities - HPII 3.3.8 and later
· FileNet Image Services Utilities - MRII 3.3.8 and later
· FileNet Print 4.4 and later
· Production Imaging Edition 5.3.x
· Content Collector 4.0 and later
· Content Collector for SAP Applications 4.0 and later
· Content Integrator 8.6 and later
· Content Integrator Enterprise Edition 8.6 and later
· Content Integrator for z/OS 8.6 and later
· Enterprise Records 5.1 and later
ECM Products under Limited Continuing Support
· FileNet Application Engine - Continuing Support 1-May-2019 until 30-Apr-2022 - https://www.ibm.com/support/docview.wss?uid=swg22015677
· FileNet Workplace XT - Continuing Support 1-May-2019 until 30-Apr-2022 - http://www.ibm.com/support/docview.wss?uid=swg22015078
· FileNet eForms 4.0 and later - Continuing Support 1-May-2019 until 30-Apr-2022 - https://www.ibm.com/software/support/lifecycleapp/PLCDetail.wss?q45=J920740P97396A05
For Information Lifecycle Governance (ILG) products, refer here - https://www.ibm.com/support/docview.wss?uid=swg22005061
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Modified date:
08 May 2024
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