Contact a knowledgeable and trained customer support engineer for product assistance. Please note that support is provided to customers with a current support agreement. The currently supported DocuShare software versions are 7.x. Unsupported versions of DocuShare will no longer receive software updates or patches.
DocuShare Customers still running older, unsupported versions, are encouraged to upgrade to a current supported Docushare level.
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Full Support
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Mainstream Support | Extended Support | Not Supported | |
| Versions Covered | 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. |
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:
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DocuShare
- DocuShare Host ID
- DocuShare version, including any updates installed.
- DocuShare platform information (operating system version including updates, hardware configuration, and recent maintenance activities)
- Problem details such as the exact steps that led to the problem, the content of error message(s) displayed, and problem reproducibility.
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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.
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DocuShare Go
- DocuShare Go Subscription Reference number.
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DocuShare
Exemple:
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- Problem details such as the exact steps that led to the problem, the content of error message(s) displayed, and problem reproducibility.
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How to report security concerns
Believe you are facing or discovered a security issue? Please share your report to us by filling out our security reporting form: here.
- Xerox DocuShare Sales: https://www.xerox.com/en-us/services/enterprise-content-management/contact-us
- Xerox DocuShare License Key administration: docushare.licenses@xerox.com
- DocuShare Customer Support Resource Center: https://www.xerox.com/en-us/services/enterprise-content-management/support
Solution ID: 907