AtScale Installer Support Policy
Installer Deprecation & Best Effort Support Definition
Overview
AtScale is deprecating all versions of the Installer product in favor of the Container deployment model, which is our current standard. The final supported version, I2025.7.x (released July 2025), reached its standard Long Term Support (LTS) end date on July 31, 2026. We are extending security-only support for this version through December 31, 2026. Effective January 1, 2027, the product will transition to "Best Effort Support" until its final End of Life (EOL) on December 31, 2027. Customers still using Installer should prioritize planning their migration to Container well in advance of this date.
What Is “Best Effort Support”?
Best Effort Support is a defined support tier used industry-wide for products that are no longer under active development but have not yet reached full End of Life. It sits between full/maintenance support and EOL. Under Best Effort Support:
- AtScale Support will attempt to assist with issues using existing product knowledge, documentation, and known-issue history.
- There is no Service Level Agreement (SLA) governing response or resolution time.
- No new patches, hot-fixes, security updates, or feature work will be produced for the product.
- The AtScale team reserves the right to evaluate reported critical security issues on a case-by-case basis to determine if a patch will be provided.
- We do not guarantee resolution; in some cases, migration to Container may be the only path to a fix. The support team will check if reproducible issues have already been resolved in Container.
- Professional Support engineers will prioritize helping customers plan and execute their migration to Container
Installer Lifecycle Timeline
|
Stage |
Timeframe |
What's Provided |
What's Not Provided |
|---|---|---|---|
|
Full Support |
Through July 2025 (last Installer release) |
New features, bug fixes, security patches, SLA-backed response |
— |
|
Long Term Support (LTS) |
July 2025 to July 2026 |
Critical bug fixes and security patches only, SLA-backed response |
— |
|
Long Term Support (LTS) Extension for Security only |
July 2026 to December 31, 2026 |
Security patches only |
— |
|
Best Effort Support |
Effective January 1, 2027 through December 31, 2027 |
Troubleshooting using existing knowledge/documentation, workaround guidance, migration assistance to Container |
No new releases, patches, or bug fixes; no SLA or guaranteed response/resolution time; no new feature work |
|
End of Life (EOL) |
January 1, 2028 |
— |
No support of any kind; Installer is fully retired |
What This Means for Customers
- No action is required immediately, but migration planning should begin now.
- Support tickets on Installer will continue to be accepted until December 31, 2026.
- Starting on January 1, 2027 tickets will be worked on a best-effort basis through December 31, 2027.
- Beginning January 1, 2028, AtScale will no longer accept or work Installer support tickets of any kind.
- The AtScale team is available to assist with migration planning, timelines, and technical questions about moving to Container at any point during this window.
Questions
Customers with questions about this policy or their migration path should reach out to their AtScale account team.