Workshare is committed to providing high-quality, supportable solutions to our customers. To this end, we provide an end-of-Life (EOL) policy to all our customers to understand our product release and support cycles.
Rapidly changing technologies, as well as competitive pressure, drive the need to introduce new products and integrations, and to EOL older software revisions as well as products.
Major Workshare Product Release Support
Software Support Subscriptions
Support for Workshare products is provided for the currently shipping major version plus service releases and one previous major version for 12 months.
Workshare support includes:
- Telephone support
- Web – case management, Knowledge Base
- Live meetings
- Proactive product / service notifications
- Technical account manager's & site visits (Platinum Support only)
- Software enhancements & updates
- Maintenance engineering for critical issues
- SR's primarily on current shipping major version plus Service Release, e.g. service releases to Workshare Professional 5
Policy
Workshare intends to release one major version of each product per year. Major product releases would include products such as Workshare Protect and Workshare Professional. An example of major releases of Workshare products would be version or dot releases, i.e. Workshare Protect 4.5 or Workshare Professional 5.
The Workshare policy is to provide support to the currently shipping version of the product for one previous major version plus service release.
Once the end-of-Life process starts on a major product family release, we will update this end-of-Life information stating that the product has entered the EOL process and how long the process will continue until the product is no longer supported by Workshare (normally 12 months). Once EOL has been announced on a major product family, Workshare will provide extended support for a subsequent one-year period.
| Workshare Product Support Matrix (as of December 2011) | ||
| Support / Subscription Current Version |
Support / Subscription Previous Version |
Product End of Life |
| Workshare Professional 7 | Workshare Professional 5.2 SR1, SR2, SR3 Workshare Professional 4.5 SR1 |
Workshare Professional 4 SR1b (31 October 2006) |
| Workshare Compare 7 | Workshare Compare 5.2 SR1, SR2, SR3 | DeltaView 3.0 (March 31 2009) DeltaView PE (March 31 2009) DeltaView 2.9 (July 2007) |
| Workshare Protect 7 | Workshare Protect 6.2 SR1, SR2, SR3 Workshare Protect 4.5 SR1 |
Workshare Protect 4 SR1b (31 October 2006) |
| Workshare PDF Professional 2.0 | Workshare PDF Professional 1.0 | |
Product Service Releases
A service release is generally produced 2-3 times per year for current Workshare major product releases (an update release example would be Protect 4.5 SR1). Since this is an update to a major product, the update itself does not have a separate EOL period. Once a new update is posted, it will immediately displace the previous download.
Supported 3rd Party Integrated Products
A supported 3rd-Party product is a version or service release of 3rd-party integrated products into the Workshare product range. An example of a supported product is Interwoven 8 or Microsoft Office 2007.
New 3rd Party Integrated Product Releases
Within each Workshare product release, Workshare endeavors to release certified support for the latest version and point releases of its integrated products. Workshare will support a minor or service release of a 3rd-party integrated product when it occurs and will then certify this in our next product release.
Old 3rd Party Integrated Product Releases
Workshare reviews 3rd-party supported product integration every six months. The same EOL announcement period for Workshare supported products applies to 3rd-party integrated products.
Recommendations are made based on the following criteria:
- End of life strategies of 3rd party products
- Number of existing Workshare customers using versions of obselete 3rd party software
- Market penetration of 3rd party software
- Workshare 3rd party integrations EOL policy
Current 3rd Party Supported Products
The document below lists the 3rd-party-integrated products which are currently supported by Workshare. Any previous versions of these products which are not stated have therefore passed their EOL stage and are no longer supported.
Supported 3rd Party Integrated Products
Terminology
Certified
Workshare software has been fully tested against 3rd party software and listed as a verified supported environment.
Supported
Workshare software has not been fully tested against 3rd party software, but Workshare will provide support in the way of customer support and maintenance hot fixes, where appropriate.
Version Release
A major release of software that includes additional functionality above and beyond bug fixes. A major version number or point release generally indicates major releases of software, i.e. DeltaView 2.9
Minor or Service Release
Minor or service releases of software contain hot fixes to bugs with no major functional changes. Minor or service releases are indicated through either service release or sub-point terminology i.e. Protect 4.5 SR1.