RiskVision Version Lifecycle Policy

Overview

Resolver^® is committed to providing the best possible level of software support. By continuously investing in training and customer resources, we can help ensure all our RiskVision users can reach our technical experts, who can quickly answer questions and find resolutions to possible issues.

RiskVision operates under phased levels of support for all products. Full Support is available on any version for a minimum of one (1) year from the date of release. Users will transition to Update & User Question Support when Full Support expires.

Our products continue to change, including enhancements, fixes, and adjustments to system requirements designed to improve the user's experience. As new releases go live, we review earlier versions and update the type of support we’ll continue to provide.

Software Support Program (SSP)

If your organization holds an active membership in our Software Support Program (SSP), Resolver will support your system based on the definitions below. We will also provide critical support for older releases in case of a system crash, provided the minimum system requirements are met.

Support Level Definitions

The most significant difference between Full Support and Update & User Question Support is that we’ll no longer offer workarounds or fixes for versions in the Update & User Question phase. Instead, we’ll recommend that your organization upgrade to the latest release.

Full Support

• Full Support means your product receives the highest technical support and maintenance level. We ensure your team has all the support needed to successfully install your Resolver product while providing general troubleshooting on an ongoing basis. 
  • Resolver does not test previously released versions with new operating systems or new versions of server releases (e.g., SQL Server).
  • Full Support for previous versions is based upon meeting the minimum System Requirements listed at the time of release and does not include updated operating systems.
  • Depending on the issue, bug fixes may require updating your software to a newer version.

Update & User Question Support

• When the Full Support for a version expires, we transition that version to the Update & User Question Support phase of support. After that transition takes place, we provide the following:
  • Update Support: As long as you have an active SSP membership, we’ll support you and your organization as you update your system to the latest version, no matter which version of the software you’re currently running.
  • User Question Support: For SSP members, Resolver Support will always answer your questions about the use of the system (e.g., "how-to" questions).

RiskVision Releases Current Support Level

RiskVision Expiring Technologies