| Audience: DocuShare, DocuShare Flex, and DocuShare Go customers |
How to Contact Support and Support Policy
| In this article: This article covers contacting DocuShare Support and support eligibility. Scroll to Support Policy for version coverage and support terms. |
Contact Support
Open a Support Case
Xerox Support for this product can be reached in the following ways:
- Customer Technical Support Center: Create a case by emailing docushare.support@xerox.com.
To better understand and resolve a request as quickly as possible, please provide the following information when contacting support:
DocuShare
- DocuShare Host ID. Find it in Administration Menu > Site Management > License.
- DocuShare version, including installed updates.
- DocuShare platform information (operating system version including updates, hardware configuration, and recent maintenance activities). If your site is hosted in the Xerox Cloud, this information may not apply; provide it if available.
- Problem details such as the exact steps that led to the problem, the content of error message(s) displayed, and problem reproducibility.
If possible, reproduce the issue, collect the relevant logs, and have them ready to provide to Support after the case is opened.
DocuShare Flex
- DocuShare Flex URL.
- The person contacting support should have a coordinator user role.
- Problem details such as the exact steps that led to the problem, the content of error message(s) displayed, and problem reproducibility.
If possible, reproduce the issue, collect the relevant logs, and have them ready to provide to Support after the case is opened.
DocuShare Go
- DocuShare Go Subscription Reference number.
- Problem details such as the exact steps that led to the problem, the content of error message(s) displayed, and problem reproducibility.
Example: See where to find the DocuShare Go Subscription Reference number
How to Report Security Concerns
Believe you are facing or discovered a security issue? Please share your report with us by filling out the Xerox Security Response Center form.
Other Contacts and Resources
- Xerox DocuShare Sales: Contact Xerox DocuShare Sales.
- Xerox DocuShare License Key administration: docushare.licenses@xerox.com. The mailbox is monitored Monday through Friday, 7:30 a.m. to 3:30 p.m. EST, excluding holidays.
- DocuShare Customer Support Resource Center: Xerox DocuShare Support Resource Center.
Support Policy
Support Eligibility
DocuShare Customer Technical Support is available to customers with a current support agreement and a DocuShare version listed under Full Support, Mainstream Support, or Extended Support below. Support coverage and eligibility vary by tier. Extended Support for DocuShare 7.0 is limited to customers whose support agreement has not expired and is in good standing; renewals are not offered. Versions listed as Not Supported are not eligible for ongoing technical support, software updates, or patches.
Customers using a DocuShare version in Mainstream or Extended Support are encouraged to plan an upgrade to a version listed under Full Support. Where practical, target the latest available DocuShare release. Customers on unsupported versions should plan to upgrade to a supported release. Begin planning well before a support-level change, using the published upgrade paths and support timelines. Release schedules are estimates and may change; check current guidance before setting an upgrade date.
| Full Support | Mainstream Support | Extended Support | Not Supported | |
| Versions Covered | 8.1, 8.0, 7.7 and 7.6 | 7.5 | 7.0 | 6.6.1 and below |
| Support entitlement | Requires valid support contract | Requires valid support contract | Only applicable for customers with a support contract term that has not expired and in good standing. Renewals for support on 7.0 will not be offered; customers must upgrade to a supported version of DocuShare. | Non-renewal support. |
| Support coverage | Full Support | Upgrade recommended but Critical and high functional fixes will be provided, unless there is a technical barrier due to component age or dependency. (ie. OS\Browser compatibility, security related changes, devices, etc.) | Extended support provided for critical outages and disaster recovery until the current support contract expires. | No. Contact DocuShare Sales for quote for Professional services for upgrade and reinstatement of support. |
| Security updates | Yes | Critical or High severity security patches provided as rated based on NIST CVE scoring and confirmed exploitable by Xerox | Yes, for confirmed exploitable Critical or High NIST CVE requested issues only where upgrade is not possible. All others please upgrade or contact DocuShare Sales for quote for Professional services for upgrade | No. Contact DocuShare Sales for quote for Professional services for upgrade and reinstatement of support. |
| Incompatibility breakages | Yes | Yes, for critical findings only. | No | No. Contact DocuShare Sales for quote for Professional services for upgrade and reinstatement of support. |
| Upgrades | Knowledgebase articles, upgrade path options, questions and assistance with issues available from support. (Note: customizations, non-standard installations and 3rd party software support is offered for additional fees – contact DocuShare Sales for additional information) | Knowledgebase articles, upgrade path options, questions and assistance with issues available from support. (Note: customizations, non-standard installations and 3rd party software support is offered for additional fees – contact DocuShare Sales for additional information) | Knowledgebase articles, upgrade path options, questions and assistance with issues available from support. (Note: customizations, non-standard installations and 3rd party software support is offered for additional fees – contact DocuShare Sales for additional information) If support term has expired. Contact DocuShare Sales for quote for Professional services for upgrade and reinstatement of support. | No. Contact DocuShare Sales for quote for Professional services for upgrade and reinstatement of support. |
| DocuShare Support Lifecycle Policy | |||
| Version Number | Full Supports Ends | Mainstream Supports Ends | Extended Support Ends |
| 7.0 | 31-Dec-2017 | 31-Dec-2020 | 31-Dec-2025 |
| 7.5 | 31-Dec-2022 | 31-Dec-2025 | 31-Dec-2027 |
| 7.6 | 31-Dec-2025 | 31-Dec-2028 | 31-Dec-2030 |
| 7.7 | 31-Dec-2026 | 31-Dec-2029 | 31-Dec-2031 |
| 8.0 | 31-Dec-2027 | 31-Dec-2030 | 31-Dec-2032 |
| 8.1 | 31-Dec-2028 | 31-Dec-2031 | 31-Dec-2033 |