EoL Policy

We're continually developing the OnApp platform to add new features and capabilities and to make our software as robust and reliable as possible with each new release. OnApp offers a wide range of support services for customers with paid licenses, but eventually, each release of the OnApp platform reaches End of Life (EoL) and is no longer supported. This page explains the OnApp EoL policy and the types of support OnApp provides during the lifecycle of each release.

LTS Release

Starting with OnApp 5.0, we introduce Long Term Support (LTS) releases that are stable and best-supported versions of OnApp. LTS releases have major version numbers (the most recent is OnApp 6.0). LTS releases make upgrading easier. They are released every 18-24 months and you can upgrade to the next LTS release when it becomes available, without having to upgrade through one or more interim releases. You can also upgrade to a new LTS release if you run the latest Stable version.

Stable Release

Stable releases provide a robust and production-ready feature set that incorporates the functionality of previous Edge releases. A Stable release may include beta functionality but that functionality is always clearly marked as Beta. Stable releases are supported until the next Stable release or the next LTS release (whichever comes first). Stable releases are delivered approximately every six months. From a Stable version, you can upgrade to a new Stable version or an LTS version, depending on which one comes first.

Edge Release

Edge releases typically introduce new features, features with known limitations, or features in beta. These releases are designed for customers who want to be on the cutting edge with the latest capabilities. You are welcome to upgrade to Edge releases but be aware that new functionality may not be production-ready. Every Edge release is supported only until the next Edge release. Support for Edge releases is on the best effort basis. Edge releases are delivered approximately every four to six weeks. 

EoL Policy Summary

• LTS releases are supported for a minimum of two years.
• Stable releases are supported until the next Stable release or the next LTS release (whichever comes first).
• Edge releases are supported until the next Edge release.
• EoL is announced via email from support@onapp.com and on this page.

Support Status for OnApp Releases 

There are the following support statuses for OnApp releases:

• CURRENT SUPPORT
  We provide telephone and email support for all users with paid licenses. We release patches to provide fixes for critical and minor issues. There is always at least one release in this status.
• TECHNICAL GUIDANCE
  No new patches will be released. We accept calls and emails from customers and provide support on a best-effort basis with advice and guidance. You may be advised to upgrade before escalation occurs for issues that a later release may resolve. Technical guidance support is available for all paid licenses. There can be multiple releases in this status.
• END OF LIFE
  No support is provided and you need to upgrade to receive support for your cloud. We will be happy to schedule your upgrade after your request.