The service and support we deliver to our customers is important to us, and we’re always looking to improve. In 2018, we set a quarterly product release schedule to help our customers plan for change and streamline testing. Now, we are announcing an updated Product Release, Version Support, and Obsolescence Policy, which can always be accessible on the Litera Customer Center.
What is the new policy?
Customers must be running one of the four most recent quarterly releases of Litera products. As we combine certain products, such as Workshare Protect and Metadact, we will support the six most recent releases to provide even more time to plan and upgrade.
When does this policy take effect?
To provide plenty of time to plan for updates, the new policy will take effect in September 2021. This aligns with the Q3 2021 product release and, in most cases, customers should be running Q4 2020 versions or later by that time.
Why was this policy implemented?
Keeping software up to date increases product security, improves performance and stability, and ensures compatibility with DMSs and operating systems. It is standard practice that ultimately reduces the overall level of maintenance and IT support needed, providing the best experience for your users.
What happens if I don’t update?
We will not be able to offer technical support for the products on expired versions until they are updated to a supported version. Check the Supported Versions matrix for a detailed list.
What are the next steps?
If you are a customer, talk to your Customer Success Manager so we can help you plan your updates. In the coming months, we will continue to remind you through emails, newsletters, and/or direct contact with our team.