Product Support Life Cycle
BeyondTrust Engineering is constantly working to enhance our products by making improvements to existing features, as well as adding new ones. Our objective is to provide the best products and value to our customers. To achieve this goal, we will continue to add new features and release new versions of our products. As we release new software versions, we will retire older versions according to a planned schedule.
Where customers have the control of the deployed product version, BeyondTrust will support each major product version for two years from the date of initial release.
BeyondTrust uses a fix-forward approach, delivering fixes for issues and vulnerabilities as part of our regular maintenance releases and our new software versions.
For critical security vulnerabilities that have been reported in BeyondTrust-developed code, we will make commercially reasonable efforts to deliver security patches for older versions that are still within the two-year support window.
For versions of products that have passed the two-year support window, BeyondTrust may provide best-effort support providing that the customer has a valid support contract. This includes being able to open cases to receive support for the following:
Best-effort assistance with technical issues
Assistance with billing issues
Guidance on product usage, including help with troubleshooting and testing
BeyondTrust does not patch or update out-of-support versions of products.