Support Lifecycle for Legacy Versions and
Onboarding Policy for the OpenLM Platform

This document outlines the official support lifecycle for OpenLM Legacy versions (v25/v26) and introduces the enhanced support framework for the OpenLM Platform (Cloud and On-Premise). Our goal is to ensure a seamless transition for our global community while maintaining the security and stability of your current environments.

1. Legacy Support Roadmap (Versions 25/26)

OpenLM is focusing its engineering efforts on the next generation of license management. Consequently, the following lifecycle policy is now in effect for all Legacy versions:

  • New Feature Development: Development of new features or functional enhancements for Legacy versions has ceased with immediate effect. All future innovation will be exclusive to the OpenLM Platform.
  • Security and Bugs: Critical security patches and bug fixes will remain available through March 31, 2027.
  • Technical Support: Standard technical assistance for Legacy versions will be provided until December 31, 2027. Any extension beyond this date will be subjected to review by the OpenLM management.

2. The OpenLM Platform: Priority Support & Transition

To facilitate a smooth migration, OpenLM is providing specialized onboarding support for all customers moving to the OpenLM Platform (Cloud or On-Premise).

  • Priority Queue: All queries, issues, and technical assistance related to the Platform will receive first-priority handling by our Solution Engineering team.
  • Complimentary Onboarding Support: We are offering live remote session support to ensure a smooth transition.
    • Capping: Customers are eligible for up to 10 hours of free live session support specifically for Platform onboarding.
    • No Professional Services Required: These 10 hours are provided free of cost and do not require a pre-existing Professional Services (PS) hours balance.
    • Excess Hours: Any support requirements exceeding the 10-hour cap will be subject to standard Professional Services terms.

3. Support Infrastructure & Availability

All technical support issues and queries are tracked via tickets by the OpenLM Solution Engineering team to ensure consistent service delivery.

Feature

Policy Details

Support Hours

24×6 (Sunday through Friday)

Primary Contact

support@openlm.com

Communication Channels

Live Chat, Email, and Remote Live Sessions

Tracking

All requests must be submitted via email to generate a tracking ticket

 

Note on Standard Support: While the 10-hour onboarding cap applies to Platform migration, standard remote live sessions for general troubleshooting (outside of Platform onboarding) remain chargeable under Professional Services.

4. Strategic Recommendation

We strongly encourage all partners and customers to begin their migration to the OpenLM Platform immediately to benefit from the latest feature enhancements and to utilize the complimentary 10-hour onboarding window before the Legacy EOL date.