Posted By: David Faust
FairCom makes its best efforts to resolve issues found in the supported versions of all its products. Customers enrolled in FairCom’s annual Software Maintenance Program are eligible to receive the latest edition of the software, including updates that address issues found in the product.
Updates received under FairCom’s annual Software Maintenance Program are for development use. If they are to be distributed to an end user, maintenance/update compensation must have been paid to FairCom for that end user in the last 12 months. If you have questions about this policy, we encourage you to contact FairCom to discuss your specific licensing arrangement.
Most importantly, beginning with V10 a new end-of-life policy has been enacted for FairCom products. Versions that are older than one major version prior to the currently shipping major version have reached their end-of-life. As V10 is now available, V8.x and prior versions have reached end-of-life and are no longer updated. Please contact your FairCom account representative with any questions or concerns. As keeping with the FairCom tradition, we are able to construct flexible solutions that work for you and your product.
As a reminder, developers on current maintenance can always reach out for technical support from FairCom’s experienced engineering team. A convenient form can be found on the contact page of our web site. We do ask that you include firstname.lastname@example.org on all support correspondence (email@example.com for European Union customers). This ensures your communications are always captured and forwarded to the most appropriate team member, even if you’ve already been working directly with one of our engineering team members. Be sure to maintain the assigned issue number in the subject line as well. This keeps all correspondence linked allowing easy review of the issue. Keeping each issue to a single communications chain helps as well to be sure we completely address your concerns. Sometimes we may break an initial request into multiple issue numbers if it is determined there is more than one issue. Finally, a confirmation that an issue is resolved is always appreciated to close out the issue. A Knowledgebase of collected information is also available for many common questions.
FairCom occasionally releases critical updates to address important production issues. We strive to notify all maintenance customers of these types of updates, so it is important to keep your contact information up to date. You can find notification of these types of issues on our web site. Consider bookmarking and periodically checking this page for the latest critical update information and affected versions.
The complete end-of-life policy is available on the FairCom website. Contact your nearest FairCom office with any questions. We are happy to help.