Lifecycle Support Phases

General Support Phase

The General Support phase begins on the date of general availability of a Release (“GA”) and lasts for a fixed duration. During the General Support phase, for customers who are under a Support and Maintenance agreement, Teradici offers software maintenance updates and upgrades, bug and security fixes.  Customers who have a Support and Maintenance agreement with Teradici also receive technical assistance as per the Teradici Support & Maintenance Terms and Conditions.

Technical Guidance Phase

Technical Guidance, if available, is provided from the end of the General Support phase and lasts for a fixed duration. Technical Guidance is available primarily through the self-help Support Site. Customers who have a Support and Maintenance agreement can also open a support request online to receive support and workarounds for low-severity issues on supported configurations only. During the Technical Guidance phase, Teradici does not offer new hardware support, OS updates, new security patches or bug fixes unless otherwise noted. This phase is intended for usage by customers operating in stable environments.

End of Availability (EoA)

A product has reached its end of availability when it is no longer available from Teradici.

Features General
Support
Technical
Guidance
End of
Support
Maintenance updates and upgrades X
New platform support X
File a support request X X
Existing maintenance updates X X
Workarounds if available X X
Self-help web-based support X X
Access to knowledge base X X X

For product lifecycle timeframes, please view our product lifecycle.