KACE Software Product Support Lifecycle Policy (4268357)

The Software Product Support Lifecycle Policy describes the phases during which our products are eligible for patches (fixes), support, and downloads from our support portal.   It is our policy to provide support and fixes on current versions of our software when you are under a current support agreement. Fixes to older versions are at our discretion. We strive to put resources behind the most recent product releases in order to continually improve and enhance the value of our software.   We will attempt to answer questions about older versions of our products provided that resources are available; however, if you are using a discontinued version, we encourage you to upgrade to the currently supported version of the software.  Our usual support policy is to provide support on both the current (n) and prior (n-1) versions of our products. 

Quest will provide Full Support for current (n) and prior (n-1) released versions. 

Limited Support will be provided for (n-2) versions for 60 days, upon the General Availability (GA) release of the current (n) version. After which, (n-2) version will be discontinued.

Full Software Support

• The product is fully supported and is the generally available release or version.
• Enhancement requests for this release are accepted and may be considered for future releases.
• Maintenance releases or hotfixes are periodically made available for this release.
• Release or version is fully supported by both Support and Development.
• Release or version is available for download from our support portal.

Limited Software Support

• Support is available for this release or version, and we will use our best efforts to provide known workarounds or fixes.
• No new code fixes will be generated except under extreme circumstances and at our discretion.
• Enhancement requests are not accepted.
• You are encouraged to plan an upgrade to a release or version on full support.
• Release or version is available for download from our support portal.

Discontinued Software Support

• Includes releases or versions that are retired or discontinued.
• No new patches or fixes will be created for this release.
• The release is not available for download from our support portal.
• Support will be provided to assist with upgrading to a supported version.
• Support is not obligated to provide assistance on this version of the product.

Please see the links to view the lifecycle table for Supported Software Versions:

• KACE Systems Management Appliance (SMA)

• KACE Systems Deployment Appliance (SDA)

• KACE Cloud

• KACE Desktop Authority (DA)