StoreTender Long-Term Support

Product enhancements and fixes for published versions of StoreTender are common; StoreTender is constantly being refined to ensure a safe and robust experience. And for that reason, Aloha Data Systems, Inc. (ADS) has implemented a Long-Term Support Policy for StoreTender.

Overview

The StoreTender Long-Term Support Policy provides customers with a clear understanding of our commitment to supporting the software they have purchased a license for and installed on their systems.

ADS will provide periodic maintenance releases for major and minor versions of StoreTender as part of the normal StoreTender Release Process. This includes changes and enhancements to the functionality of the software. This is called Active Development. Versions of StoreTender that are not under Active Development will not receive maintenance releases, however, they are candidates for Targeted Releases. ADS will only provide Targeted Releases for candidates that have not reached their End Of Life.

Please refer to the StoreTender Version and LTS Schedule to see what versions of StoreTender are currently covered by Long-Term Support or under Active Development.
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Provisions of Long-Term Support

Once a version of StoreTender is no longer being actively developed it will receive Long-Term Support (LTS) from our Development Team. LTS is a finite period which expires on a specific date known as End Of Life (EOL).

Product versions that are in LTS are provided Targeted Releases. These releases address issues relating to security or intended functionality of the software. They will not address changes or enhancements to the functionality of the software.

Once a version has moved from Active Development to LTS it will not receive product enhancements or maintenance fixes unless they are deemed critical to the viability of a Targeted Release, and therefore delivered as part of LTS. If you require product enhancements or maintenance fixes, we suggest updating to a product version that is being actively developed.
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Active Development

A product version that is under Active Development is in the process of being refined. Therefore, subsequent revisions are likely to be released. Revision releases can include fixes, security enhancements, minor optimizations, feature additions, third-party updates, as well as Important or Critical updates.

At any given moment in time, there will likely be only one actively developed version of StoreTender available; it will be the latest version available on our site. However, to ensure a smooth transition from one major or minor version to the next, ADS may extend Active Development of the previously published version. These overlaps between product versions is usually quite small, on the order of a few weeks at most.

Please refer to StoreTender Version and LTS Schedule to know if your version is currently under Active Development.
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Defining End Of Life

A core attribute of the Long-Term Support Policy is defining a given version’s End Of Life (EOL) date. The EOL date is established upon the publication of a new minor or major release and typically is set one year into the future.
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After End Of Life

Once a version’s EOL date has passed, no further releases, updates or technical support will be provided, regardless of the observed deficiency in that version. If using version 8.x, you may be required to update to the current version to continue use or receive technical support. Versions earlier than 8.x are not eligible for support and should be upgraded to the latest version by contacting our sales department.

As noted below in Licensing & Services, the product will continue to function even after the EOL date has passed. The use of the software is not tied to LTS or EOL, but the active/inactive state of your license.
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Licensing & Services

StoreTender version 8 is offered as a subscription service. Each license is bundled with help desk support and access to software updates when initially purchased (Standard Support & Update Service).

A Subscription license validates use of the software, help desk support, and access to software updates in durations equal to the term of the subscription. The active status of your license governs the functional state of your StoreTender installation, not the development status (Active Development/LTS/EOL) of the deployed product version.

StoreTender versions previous to 8 are not eligible for help desk support and software updates, as described above. Users of these versions should be upgraded to the latest version by contacting our sales department.
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Help Desk Support

For version 8 users, the help desk support service allows customers to open tickets with our support department. These tickets are managed by our Technical Analysts. Our Analysts work with customers to resolve a broad range of issues from configuration to identifying deficiency within a given version of StoreTender. With this service, customers have access to Analysts, provided that the installed version has not reached its End Of Life. Note: Customers who subscribe through an authorized Reseller are encouraged to seek assistance from them, first. Resellers can provide training and first-response support for their clients.

It’s important to remember, however, that support provided by this service, or deficiencies identified by our Analysts, does not imply future refinements for versions. The LTS schedule, along with the severity of the identified issue, will determine what versions of StoreTender are candidates for any future refinements.
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Software Update Service

The software update service allows version 8 customers access to the latest versions of StoreTender. The service does not imply continued development, maintenance, or critical fixes for any given version of StoreTender. The LTS schedule will determine what versions of StoreTender are candidates for any refinements. It is recommended that customers leverage this service and keep their StoreTender installation up to date, and optimally, tracking a version that is currently under Active Development.
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StoreTender Version & LTS Schedule

This chart is updated upon each major release of StoreTender.

Subscription and Lifetime license owners: read more about your support options.
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