WHAT IS SERENA’S SOFTWARE SUPPORT LIFECYCLE (SSL)?

Serena maintenance and support provides Serena customers with peace of mind that Serena’s products will continue to perform in accordance with the related user documentation and the ability to upgrade to the latest releases of Serena’s products.  Customers are required to pay an annual maintenance fee for standard maintenance and support.
 
As part of Serena’s maintenance and support offering, Serena will continue to support the latest Maintenance Level within a supported Version.  In general, Serena releases a new Major Version of a product every one to two years, which means that standard maintenance and support will generally be available for a period of three years following the general availability of the applicable product.

For customers with existing maintenance contracts, Serena will continue to provide standard maintenance and support through the term of the maintenance contract subject to the terms and conditions of the Serena Service Level Objectives (SLO).

Serena periodically releases versions of its products to provide greater functionality and features, and to enhance reliability.  As a result, it is generally in the best interest of our customers to move to the newest version of our products.  At some point it is no longer feasible for Serena to support outdated versions of its products.  Accordingly, Serena will eventually discontinue support of these outdated versions.

Serena products that have reached the end of their SSL are identified on their respective matrices, which can be accessed from the Product Versions and Maintenance Status page.

 

CUSTOMER COMMUNICATIONS

Serena strives to provide the highest level of communication with its customers.  With regard to the end of the SSL, Serena will notify you at least twelve months prior to the end of the SSL.  The notification will be provided by e-mail, via the Serena Support website and/or as part of the final renewal of standard maintenance and support.   Serena may also provide you with reminder notices during this twelve month notification period.

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PROFESSIONAL SERVICES MIGRATION OFFERINGS

Serena Professional Services offers various services to assist customers in upgrading to the newest versions of Serena products, including:

Migration Assessment Service to provide customers with a clear understanding of the requirements for the upgrade and data migration, including:

  • The level of effort, in time and resources, to successfully upgrade/migrate 
  • An accounting of the existing implementation’s metrics
  • An accounting of organizational and technical influences on the upgrade
  • A summary of the new environment
  • A description of possible upgrade/migration approaches, recommendation for a specific approach, and why the specific approach is recommended over others
  • Guidance on building an upgrade team and other necessary resources
  • Recommendations regarding education and training
  • A clear set of “next steps” for moving toward upgrade/migration

Custom Migration Services to address the specific needs of a customer’s environment, including:

  • Design of new system
  • Product installation and configuration
  • Data migration

Please contact Serena Professional Services for more information about these or other offerings.

 

QUESTIONS

If you have questions regarding Serena's Software Support Lifecycle program, please refer to our FAQ.  You may also address your questions directly to Serena Support.  A comprehensive list of our worldwide offices and contacts is available at the Contact Support tab of the Customer Support page, or e-mail us at support@serena.com.


All statements regarding Serena’s Software Support Lifecycle are subject to change without notice.