---
title: Support Lifecycle for Legacy Versions and Onboarding Policy for the OpenLM Platform
description: This document outlines the official support lifecycle for OpenLM Legacy versions (v25 and v26) and introduces the enhanced support framework for the.
product: OpenLM Version 25 / v26 (legacy)
---

> **OpenLM Version 25 / v26 (legacy).** This page documents the legacy product, not 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 through 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](mailto:support@openlm.com) |
| Communication channels | Live Chat, Email, and Remote Live Sessions |
| Tracking | All requests must be submitted by email to generate a tracking ticket |

:::note
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.