| Audience: DocuShare customers and administrators |
DocuShare Support Policy
DocuShare Support Lifecycle Policy
| DocuShare Support Lifecycle Policy | DocuShare Support Lifecycle Policy | DocuShare Support Lifecycle Policy | 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 |
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. |
For information about contacting support and what to include when opening a case, see How To Contact DocuShare Customer Technical Support.