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Fusion 5.12
    Fusion 5.12

    Lucidworks Enterprise Technical Support Policy

    This policy is in effect as of Fusion 5.5.0.

    The Enterprise Technical Support Policy covers Customer-hosted, server-based Fusion products available through subscription or a perpetual licensing model. Under this policy, product releases remain in mainstream support for 24 months from minor release dates if the following criteria are met:

    1. Customer is in compliance with the terms of its license agreement with Lucidworks, including the usage metrics and making timely payments.

    2. Customer must have a properly installed product, running on a Lucidworks supported platform, and be using the product as anticipated by the documentation

    3. Customer has not performed any modification of the product

    Enterprise Technical Support includes:

    • Mainstream Support. Includes Incident and Security update support.

      • “Incident” means a single question or issue posed by the Customer with respect to the Lucidworks product.

      • When a product reaches the end of the Mainstream support, Customers will no longer receive non-security updates or be able to make requests to change product design and features.

    • Extended Support. Lucidworks offers Extended Support packages for certain product releases to ensure Customers have support for long upgrade cycles. After the end of Mainstream support, Customers may purchase Extended Support for releases for which it is offered. When a product reaches the end of extended support, if available, Lucidworks will no longer support the product.

      • Extended support includes: Security updates, and options for paid non-security updates.

      • Extended Support releases only support the most recent service pack. No patching can be backported to prior versions.