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Revision Date:

10 February 2021

To view the most current version of this guide, visit www.clicksoftware.com/service-support-guide


As ClickSoftware continues to implement new products and services and upgrade technologies, we have implemented the following product life cycle policy to provide end-of-life deadlines that may require action on your part.  This page provides clear and consistent guidelines for support services availability and allows our customers to plan and act on their support needs and prepare in advance for product upgrades to stay current with ClickSoftware technology.  This page is relevant for all Service Optimization and Field Service Edge implementation types.

Support Lifecycle Definitions

We have broken the lifecycle down into the following phases:

Primary Support

Provides comprehensive maintenance and software upgrades for your ClickSoftware products while you have an active maintenance and support contract.  ClickSoftware's general policy is to offer primary support for a period which includes 2 years after the release date of the next major version.

Extended Support

Provides additional support beyond the Primary Support period for Click On Prem Products and Click V8 Cloud Services. With Trust as our #1 value at Salesforce, the security of your environment is our top priority, we have the following guidelines for what to expect during the Extended Support period:

For our Click On Prem Products, our policy is that customers upgrade within 3 months of patch availability.  We understand that you control your infrastructure, however failure to deploy any patches may expose you to security breaches. We will support you on the latest patch and prior patch subject to the following terms:

Software Bug Fixes: ClickSoftware will provide software bug fixes for severity 1 and/or security fixes only for issues reproduced on the latest patch or prior patch of the major version (eg. Service Optimization 8.3).

Technical Support: ClickSoftware will provide commercially reasonable efforts to triage & resolve a reported issue for all severity levels.  All reproduction will be performed on the latest patch or prior patch of the major version (eg. Service Optimization 8.3). There will be no reproduction within ClickSoftware networks for unsupported patch versions. “Commercially reasonable efforts” means that ClickSoftware will take your call and provide responses for known issues/solutions, the burden of proof (reproduction) is your responsibility for demonstrating a reproducible severity 1 bug on the supported patch levels.

ClickSoftware Support does not include unsupported third-party applications. Support of any approved third-party applications must align with the published lifecycles from major vendors, in particular, Microsoft and Oracle.  Extended Support for Click On Prem products requires an additional fee, contact your Renewal Manager for details.


For Click V8 Cloud Services we require all hosted environments to be on the latest patch within 3 months of its availability and require that you immediately accept and assist ClickSoftware in deploying high priority security bug fixes, which may include, but is not limited to, Product security patches, security patches to operating systems, databases and third-party systems. Your failure to accept and assist ClickSoftware in deploying security patches may expose you to security breaches. ClickSoftware may suspend support of and/or use of the service until all such patches are installed and run. ClickSoftware will provide software bug fixes for severity 1 and/or security fixes only for issues reproduced on the latest patch of the major version (eg. Service Optimization 8.3). We will support you subject to the following terms:

Software Bug Fixes: ClickSoftware will provide software bug fixes for severity 1 and/or security fixes only for issues reproduced on the latest patch or prior patch of the major version (eg. Service Optimization 8.3).

Technical Support: ClickSoftware will provide commercially reasonable efforts to triage & resolve a reported issue for all severity levels. All reproduction will be performed on the latest patch or prior patch of the major version (eg. Service Optimization 8.3). There will be no reproduction within ClickSoftware networks for unsupported patch versions. “Commercially reasonable efforts” means that ClickSoftware will take your call and provide responses for known issues/solutions, the burden of proof (reproduction) is your responsibility for demonstrating a reproducible severity 1 bug on the supported patch level.

Sustaining Support

Maximizes your investment protection by providing commercially reasonable efforts to support you as you continue to use your ClickSoftware products beyond the extended support end date.  Bug fixes & security fixes are not provided. See table below for what is covered.

End-of-Life

End-of-Life means the ClickSoftware product has reached the end of it's Extended or Sustaining Support term.  Software bug fixes, security updates and technical support are no longer provided.  Purchase or renewal of Maintenance & Support is no longer available.  Renewal or the purchase of term licenses for add-on modules (eg. SLR & ClickDashboard) are no longer offered for product versions that have reached end-of-life. 



Table of Services Offered

The following table provides more detail on the services provided during each phase of the support life cycle:

Service

Primary Support

Extended Support 

Sustaining Support 

SLA governed support for technical issues

Online access to the ClickAccess Customer Community including product and support resources (case tracking)

Telephone hotline for problem reporting and guidance

Product bug fixes (severity 1 and security fixes only) delivered on the latest patch for the major version listed.


GIS data updates


Upgrades including New features & bug fixes 

N/A

N/A


Software End-of-Life Schedule

Note: Customers with an active support contract running on a version that has reached end-of-support dates listed below are still eligible to download & upgrade to a supported version of the Service Optimization product suite. 


Product / Version

Date of General Availability (GA)

Primary Support end date

Extended Support end date

Sustaining Support end date

End-of-Life
Field Service Edge
January 1, 2016Subscription basedN/AN/AN/A
Service Optimization 8.3December 29, 2014

May 1, 2021

December 31, 2023

(see footnote 3)

Not OfferedDecember 31, 2023
Service Optimization 8.2June 30, 2014Retired (December 31, 2018)Not OfferedRetired (December 31, 2020)December 31, 2020
Service Optimization 8.1January 15, 2010Retired (December 31, 2018)Not Offered

Retired (December 31, 2020)

December 31, 2020
Service Optimization 7.5January 15, 2005Retired  (August 17, 2011)Retired (June 30, 2018)Retired (June 30, 2019)June 30, 2019
ClickWorkforceN/ADecember 31, 2019Not OfferedNot OfferedDecember 31, 2019
FieldExpertN/ADecember 31, 2019Not OfferedNot OfferedDecember 31, 2019
ClickMobile ClassicDecember 2007July 8, 2019Not Offered July 8, 2020July 8, 2020
ClickAnalyze InsightN/AOctober 1, 2019Not OfferedOctober 1, 2020October 1, 2020


Footnotes:

  1. ClickSoftware may change previously published dates and/or change adherence to this policy at any time.
  2. Extended support is relevant for Service Optimization V8.x Perpetual/On-Prem only.  Field Service Edge customers with an active subscription are always up to date with the latest version and bug fixes.
  3. Service Optimization 8.3 support requires that you are on the latest 8.3 Patch and running on the latest released version of Windows 10 with Internet Explorer 11 (and not other browsers) on the clients running Silverlight.  Internet Explorer 11 is a component of the Windows operating system and follows the Lifecycle Policy for the product on which it is installed.  The release schedule of patches is at the sole discretion of Clicksoftware and subject to change.  See the following FAQ & Planned Content for Next Patch for more details.  

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