Endpoint Automation Solutions Support Lifecycle Policy

Endpoint Automation Solutions invests heavily in product development, guided by customer feedback and driven by innovative technologies.

We focus our resources on enhancing and advancing our most current solutions, including adding and enhancing features, keeping up to date with security concerns, and maintaining compatibility with publishers’ releases.  Over time we will terminate support for older versions of our software.

We believe that supporting the latest software is the most effective way to support our clients’ businesses.  By focusing our efforts on modern solutions, we can help as our clients’ businesses evolve.

This document describes Endpoint Automation Solutions’ support commitment for its products over their lifecycles. At a high level this policy defines that:

• embedded products, Sage, Acumatica and PDI, follow the publishers’ version support policies;
• standalone cloud products are supported only on the current version of the product;
• for products which integrate with an external publisher, features related to integration will follow the publisher’s version support policies.

Levels of support, bug fixing and enhancement are defined in detail.

Summary

Endpoint Automation Solutions provides standalone cloud-based products and products that work with and extend Publishers’ products – some of which are embedded within Publishers’ software and some of which integrate with Publishers’ software via external APIs.

Like all software companies, Endpoint Automation Solutions occasionally releases new versions of its products.  These revisions may be driven by internally developed enhancements and fixes and may also be driven by the need to maintain compliance with the Publishers that we interact with as their own software changes.  Over time Endpoint Automation Solutions will stop supporting older versions of its products, in line with overall investment goals in product development and support.  Endpoint Automation Solutions will define clear version support policies, with respect to publishers’ policies and our clients’ cost to change, as a good partner to our publishers, partners and clients. For standalone cloud-based products, Endpoint Automation Solutions’ support policy will be based on the currently deployed version.  Only the current version available in the cloud will be supported, and enhancement and fixes to the products will only be performed on that current version.

For products that are embedded or integrated with Publishers’ products, Endpoint Automation Solutions products will apply the same support policies as the Publishers’ products they interact with.  In general, this will mean support for the current version and one or two previous versions of the product.

Support for versions of products which are no longer supported will be limited to the Support team providing workarounds or clarification to clients.

Key Dates

Launch – This is the date that the first version of the product will be delivered.

Release (Version) – A new version of the product is available.

End of Support (Version) – A version of the product becomes unsupported.  EAS will no longer work issues nor develop fixes or enhancements for the version of the product.

End Of Sales (EOS) – New sales or subscriptions for the product will no longer be available after this date.

End Of Life (EOL) – This is the final date for technical assistance, updates, bug fixes, and security patches for all versions the product.

Product Support Policies

Support for a version of a product is Endpoint Automation Solution’s commitment to enhance and fix the software. 

Enhancement is the addition of new features, performance improvements, security improvements, etc.

Fixing the software is the process of remedying defects in the product, such as system errors.  Fixing does not include creating new functionality to remedy errors between feature definitions and implementations. 

Requests for enhancements by Clients and Partners may be initiated by those stakeholders via the EAS support process.

Version policies for enhancements may be more restrictive than the overall support policies and are defined distinctly for cloud-based products and for the individual Publishers below.

Publisher-Specific Support Policies

Product support policies are defined differently for cloud-based solutions and our embedded solutions.  Furthermore for cloud-based solutions with ERP integration, the relevant ERP support policies will define their integration support.

Cloud-Based Product Policies

For Endpoint Automation Solutions cloud-based products, we will officially support the current version. 

Sage Embedded Product Policies

Sage publishes two or more releases per year.  Sage publishes an “N-2” policy for support where the current release and releases from the previous two years are supported – e.g. in year 2025, versions 2025.X, 2024.X and 2023.X will be supported (published in Sage 100 Supported Versions).  When 2026.0 is released, versions 2023.X will be unsupported. 

Endpoint Automation Solutions will follow Sage’s Sage 100 Supported Versions policy with exceptions.  Endpoint Automation Solutions performs compliance testing and remediation of our products upon release of Sage versions, completed within 90 days of the Sage version’s release.  Enhancements will only be provided for the N and N-1 versions of the product.  The N-2 version will be considered “stable” and only bug fixes will be released.

Enhancements and bug fixes will be applied to all applicable versions – a bug discovered on N-1 will be fixed on N, N-2, etc. on schedule determined by Endpoint Automation Solutions.

As of the date a new Sage release is announced, the current N-2 releases of EAS products will become unsupported no earlier than 90 days after the Sage release date and at the discretion of the Product Team. 

Acumatica Product Policies

Acumatica delivers two major releases per year.  Endpoint Automation Solutions will follow Acumatica’s Mainstream and Extended support scheme for our Acumatica embedded solutions (published in Product Release Life Cycle).  Typically, Mainstream support covers two major versions of the product in addition to the current one – e.g. if the current version is 2024R2, supported versions will be 2023R2, 2024R1 and 2024R2.

Endpoint Automation Solutions will follow Acumatica’s Product Release Life Cycle.  Enhancements will only be provided for N and N-1 versions of the product.  The N-2 version will be considered “stable” and only bug fixes will be released.

Enhancements and bug fixes will be applied to all applicable versions – a bug discovered on N-1 will be fixed on N, N-2, etc. on schedule determined by Endpoint Automation Solutions.

PDI Policies

PDI maintains “Active”, “Maintenance”, and “Support” versions, for example 15, 14, 13.  When version 16 is released, version 13 will be retired.  PDI charges customers for any development support on retired versions.

Endpoint Automation Solutions will follow PDI’s support policy with exceptions.  Enhancements will only be provided for the Active and Maintenance versions of the product.  Support versions will be considered “stable” and only bug fixes will be released.

Enhancements and bug fixes will be applied to all applicable versions – a bug discovered on N-1 will be fixed on N, N-2, etc. on schedule determined by Endpoint Automation Solutions.

Intacct Policies

Intacct effectively has an “N” policy as their cloud-based platform supports the current version only.  Endpoint Automation Solutions Enhancements and Fixes will support the current Intacct version.

End of Support

For versions of a product which are not supported, the EAS will only:

• help clarify functionality
• provide workarounds to issues
• provide existing patches. 

Requests for enhancements and fixes to unsupported versions will not be considered.

Revision History