AtScale Product Lifecycle Support Policy

Key Highlights of Product Lifecycle Support for Container-based releases

Two Long-term releases per year

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

Short-term releases

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

Product Lifecycle Support Policy

Container-based releases/patches

AtScale will designate a bi-annual long-term support (LTS) and short-term (STS) releases. 

LTS releases (projected to be the .6 and .12 annual releases) will introduce enhancements and corrections, but the LTS release will be patched for a 12 month period. Patches will be targeted for P0 fixes. P1 fixes (or lower) would be added to an LTS release at AtScale’s discretion. This enables our customers to rely on the LTS releases for up to 12 months while minimizing changes to functionality. Should LTS releases support windows overlap, P0 fixes will be applied to the most recent LTS and backported to an older LTS upon demand.

STS release cadence can be as aggressive as a monthly release basis. STS releases will have a 3-month standard support window. As a general rule, AtScale will not patch an 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. Exceptions made at AtScale’s discretion.

Installer-based (RPM) releases/patches

AtScale I2025.7.x is a long term supported release and will continue to be patched as necessary. Any potential future installer-based release would be designated long-term support or short-term support releases. Installer-based AtScale release cadence will not be driven by calendar.

Lifecycle and Software Release Types

AtScale Long Term Support (LTS) releases will include Standard Support plus code corrections, bug fixes and selective enhancements. An LTS release will be patched for P0 issues through its support window for 12 months.

AtScale Short Term Support (STS) releases will include Standard Support 3 months.

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Porting Policy

Criticality of a future problem may dictate an exception, but the following will be our guidelines.

• 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)
• For installer-based versions:
  • LTS - P0 fixes are delivered via patch within the support window

New Feature introduction

To drive innovation regularly, new features 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. 

AtScale will designate and launch new features:

• Private Preview - A feature that is either license controlled or feature flagged and available to pre-selected accounts. An interested customer would request an updated license with their AtScale account team for testing in lower environments. Customers engaged in Private Preview will work directly with the AtScale product team to follow the preview program and provide feedback. Private Preview is a temporary designation. The next step could be Public Preview or Generally Available (GA) at AtScale’s discretion. Private Preview features are not intended for production.
• Public Preview - A feature that is available to any AtScale customer for exploration and experimentation. Public Preview features are fully QA’d, however full usability and corner-case handling may not be completed. A Public Preview feature may even be released limited in scope and potential change of behavior may be necessary before GA; as such the recommendation is to evaluate and test in lower environments. Public Preview is a temporary designation with the typical next step to become officially GA.
• Generally Available (GA) - Product grade feature. When/if a feature is released directly to GA, this would be a smaller-scope feature that our customers are encouraged to use in production right away. Most features would follow a preview release process.

Given the release cadence and architecture, new features are introduced to the container-based AtScale release.

Business Intelligence (BI) & Analytic Tool Support

AtScale lists the formally tested and supported BI tools in documentation. For any tool not listed, AtScale will make a best effort to support connectivity and queries from said tool to AtScale using SQL, MDX, DAX or RestAPI. If an unsupported tool cannot connect to AtScale or query behavior is unexpected, AtScale welcomes a support case to assist. In some cases, unsupported analytic tool issues require a code update that has to be evaluated, considered for enhancement and planned for release.

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

• AtScale will make its best efforts to support a new version of supported third-party BI tools within two quarters. 
• AtScale ends analytical tool 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 the list of Supported Tools section of the product documentation.
• AtScale makes every effort to test and incorporate the latest driver while prioritizing drivers introduced for security reasons.

Data Platform Support

AtScale lists the formally tested and supported data platforms in documentation. AtScale strives for comparable support for all data platforms. When differences apply, the expectation is that it is fully documented. Data platform support is explicit. While many data platforms offer a PostgreSQL interface, it should not be assumed that AtScale will operate normally with any database using a PostgreSQL interface.

The following outlines AtScale’s commitment to supporting data platform integrations:

• Data platform access is subject to license.
• Every effort is made to ensure data platforms that AtScale partners with have a minimum and equal set of integration. This includes but is not limited to aggregate creation, stat collection, dialect support, incremental augmentation, HLL/Sketch and more. When a data platform does not offer a like for like capability, it will be documented. 
• Installer-based AtScale of non-cloud database version support is stabilized as of I2025.x versions.
• AtScale makes every effort to test and incorporate the latest driver while prioritizing drivers introduced for security reasons.

Product Lifecycle Support Policy 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.

Revision History