Support Lifecycle for Legacy Versions and Onboarding Policy for the OpenLM Platform
This document outlines the official support lifecycle for OpenLM Legacy versions (v25 and v26) and introduces the enhanced support framework for the OpenLM Platform, including Cloud and On-Premise deployments. The goal is to ensure a smooth transition for the OpenLM community while maintaining the security and stability of current environments.
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 and 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 subject to review by OpenLM management.
The OpenLM Platform: Priority support and transition
To facilitate a smooth migration, OpenLM is providing specialized onboarding support for all customers moving to the OpenLM Platform, whether Cloud or On-Premise.
- Priority queue: All queries, issues, and technical assistance related to the Platform will receive first-priority handling by the OpenLM Solution Engineering team.
- Complimentary onboarding support: OpenLM offers live remote session support to help 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 charge 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.
Support infrastructure and 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 | 24x6 (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 |
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.
Strategic recommendation
OpenLM strongly encourages all partners and customers to begin their migration to OpenLM Platform immediately to benefit from the latest feature enhancements and to use the complimentary 10-hour onboarding window before the Legacy end-of-life date.