AtScale Product Lifecycle Support Policy v7

Key Highlights of Product Lifecycle Support for Container-based releases

Release Strategy Highlights

Two Long-term releases per year

1. Includes features and bug fixes
2. Patch only P0s: CVEs, wrong data, broken feature without a workaround
3. Supported for 12 months
4. Targeted for June and December (subject to change)

Short-term releases

1. As often as monthly releases, but cadence is subject to change
2. No patches: fixes and CVEs addressed in the next Short-term release or after
3. Includes features and bug fixes

Summary of updates to Product Lifecycle Support Policy

C2025.7 and future Container-based releases

For AtScale C2025.7 and future container-based AtScale releases, AtScale will designate a bi-annual long-term support (LTS) release. These LTS release branches can introduce enhancements and corrections, but the LTS release will be subject to patches for P0 fixes. This enables our customers to rely on the LTS releases for up to 12 months of patched support while minimizing changes to functionality. (C2025.10 will feature a 14 month release cycle to coincide with end of 2026. All other container-based LTS will be 12 months and noted above.)

Short-term (STS) releases can be as aggressive as a monthly release schedule. STS releases will have a 3-month standard support window. As a general rule, AtScale will not patch any container-based STS release. Instead, corrections (and enhancements) will be introduced in a future STS or LTS release. Critical bug fixes and security vulnerabilities will be appropriately prioritized to provide our customers with corrections as soon as possible (next STS or LTS) or patched into the LTS release. P0 corrections will not be backported. 

I2025.5 and future Installer-based (RPM) releases

For AtScale I2025.5 and future installer-based AtScale releases, AtScale will designate long-term support and short-term support releases. The release cadence will not be driven by calendar, but instead will be driven by the need described below.

Product Lifecycle Support Policy

Lifecycle and Software Release Types

AtScale Long Term Support (LTS) releases will include Standard Support plus enhancements, corrections, and bug fixes. An LTS release will be patched for P0 issues through its support window. This will include: 

• I2025.7.x - 12 months
• C2025.10.x - 14 months**

AtScale Short Term Support (STS) releases will include Standard Support for:

• I2025.5 - 6 months
• I2025.4 - 6 months
• C2025.5 - 3 months
• C2025.7 - 3 months

Time spans begin from the date of original release (version year.x.0).

The diagram below illustrates the overlapping support windows of STS and LTS software versions.

* Has not been released as of the publication of this version of the policy. This is subject to change including skipping an STS release. Please consult the product documentation in the chapter “Product Requirements / AtScale Supported Tools and Platforms” for details of the supported AtScale versions.

** C2025.10 will feature a 14 month release cycle to coincide with end of 2026. All other container-based LTS will be 12 months and noted above.

Support Definitions

STANDARD SUPPORT

• The customer can open support tickets
• AtScale Tech Support is prepared to handle inbound incidents based on the current support window.
  • AtScale will never turn a customer down for support, but AtScale support labs, access to software, engineering resources, and other AtScale resources are bound to the current support window.
• Tech Support team SLAs are based on supported windows.
• AtScale Professional Services (PS) only works on supported versions. Should a client operate an unsupported version, AtScale PS would highly recommend an upgrade as a prerequisite.
• AtScale Engineering may deliver patches to address critical bug fixes (P0s) that are deemed necessary and should not wait for the next release.
  • LTS releases will receive P0 fixes via patches during its support window.
  • STS releases will receive P0 fixes via subsequent release and upgrade.
  • AtScale scans all binaries prior to customer availability to mitigate vulnerabilities deemed high-risk. Reports are available at customer request.
• Patch releases do not extend the EOS date.

END OF SUPPORT

At the end of the support period, software versions enter the End of Support (EOS) phase, where they are not eligible for regular security updates or bug fixes. AtScale recommends the client upgrade software to stay within the support window.

P0

For Long-Term Support (LTS) releases, patches delivered will focus exclusively on P0 issues reported on the LTS release. P0 issues include:

• Security issues

  • CVEs registering critical and high

  • CVEs registered as medium or below will be fixed based on applicability to AtScale

• Regressions that represent a significant defect preventing the promotion of the software to production without a viable workaround.

• Incorrect data returned in production queries

For Short-Term Support (STS) releases, P0s that impact the functionality of the platform will be assessed for porting to LTS. 

Porting Policy

Backporting by rule will not be supported. Criticality of a future problem may dictate an exception, but the following will be our guidelines.

• For installer-based versions:
  • LTS - P0 fixes are delivered via patch within the support window
  • STS - P0 fixes are delivered via the next release, but can be backported on an as-needed basis (must be within the support window)
• For container-based versions:
  • LTS - P0 fixes are delivered via patch within the support window
  • STS - P0 fixes are delivered via the next release exclusively (no backporting given the cadence of container-based STS releases)

New Feature introduction

To drive innovation regularly, new features in the container-based releases will often be released incrementally. By doing so, this allows customers to test new functionality as early as possible and provide valuable feedback.  At times, new features may be released behind a license or feature flag, with the expectation that they will be limited in scope upon first release and mature based on the product roadmap and customer feedback. 

Here’s how AtScale will designate and launch new features:

• Public Preview - A feature that is available to any AtScale customer for exploration and experimentation. Public Preview features are considered production-ready, with the understanding that they are newly released and/or are limited in scope. Public Preview is a temporary designation with the typical next step to become officially GA.
• Generally Available (GA) - Normally, this is a smaller-scope feature that our customers are encouraged to use in production right away. 

Given the release cadence and architecture, features are introduced to the container-based AtScale release. AtScale will decide whether to port the new capability to the installer-based release on an exception basis.

Business Intelligence (BI) & Data Platform Support

The following outlines AtScale’s commitment to supporting third-party integrations:

• AtScale will make its best efforts to support a new version of third-party BI tools and data platforms within two quarters.
• AtScale ends BI Tool and Data Platform support on the software vendor's published end-of-life (EOL) date.
• In circumstances where the vendor does not publish EOL dates, please refer to the AtScale Supported Tools and Platforms section of the documentation.
• AtScale may choose to continue to support a particular vendor’s software after the vendor's EOL date solely at AtScale’s discretion.
• AtScale will publish with every release, in the AtScale Supported Tools and Platforms section of the product documentation, what is supported.
• AtScale makes every effort to test the latest driver while prioritizing drivers introduced for security reasons.