Wonderware Product Support Life Cycle​​​

We are continually modifying and enhancing Wonderware software products to meet the changing demands and requirements of the markets that we serve. Throughout the year, we release new versions of our products..

A comprehensive level of support is assured for all Wonderware Customer FIRST subscribers for a minimum of five (5) years from the product Date of General Availability, with continuing care to the product’s end-of-life. Schneider Electric and our network of Wonderware Certified Support Providers (CSPs) will provide support for software products as defined by the Wonderware Product Support Lifecycle.

To receive the highest quality performance from Wonderware products, we highly recommend using the latest product version. To see if you have the latest release, check Help/About inside the product’s main navigation menu, or contact your local Wonderware distributor or Schneider Electric Technical Support resource.

Note: The Release date and Product Support Lifecycle State can be found on the Product Compatibility Matrix pages.

Resources


Wonderware Product Support Life Cycle: Definitions

Date of General Availability

The date a Wonderware software product completes Development and is released to production for distribution.

Mainstream Support

The first phase in the Product Support Life Cycle. This phase begins upon the Date of General Availability and continues for a period of three (3) years.

Extended Support

The second phase in the Product Support Life Cycle. Upon retirement of the Mainstream Support phase, the Extended Support phase begins and continues for a period of two (2) years.

Mature Product Support

The third and final phase in the Product Support Life Cycle. Upon retirement of the Extended Support phase, Wonderware software products enter into the Mature Product Support phase, which continues until product retirement.

Product Retirement

Occurs when a particular product is no longer available for sale and no longer distributed.

Custom Support

Customers wishing a more comprehensive level of support during the mature phase of a product’s life Cycle may opt to enter into a Custom Support contract. Terms and time period are defined through negotiation between Schneider Electric and customers who own a Customer FIRST subscription.

Patches and Service Packs

Software modules designed to correct a number of software defects and are released periodically by Schneider Electric. These modules go through a full QA process. Patches and Service Packs do NOT reset the clock on Support Life Cycle timeline for a Major or Minor release.

Major and Minor Releases

Major releases contain a significant amount of new features and capabilities. Minor releases contain limited changes to features and capabilities.

Hot Fixes

Software modules designed to correct a single (typically) software defect. Hot Fixes are unit tested (minimally tested) to speed their delivery to customers experiencing critical issues. any customer can request a Hot Fix. However, the final decision with respect to the technical feasibility and appropriateness of providing a Hot Fix rests with Wonderware.

Mainstream Support
Year 1-3
  • Technical Assistance on issues and inquiries under the Customer FIRST Program
  • Patches and Services Packs that address product issues, and OS security Updates
  • Hot Fix Requests
Extended Support
Year 4-5
  • Technical Assistance on issues and Inquiries under the Customer FIRST Program
  • Hot Fix Requests for specific product issues and limited support for Critical OS security Updates
Mature Support
​​At 5 Years & Beyond
  • Technical Assistance under the Customer FIRST Program
  • Provides basic issue diagnostics and assistance using the knowledge Base. In-depth research into your inquiry should not be expected in this phase. Instead, you are urged to upgrade to a current release in which the original issue(s) have been resolved

How It All Works

Mainstream Support

At the Date of General Availability, the product version is in Mainstream Support for 3 years. Customer FIRST subscribers are entitled to the following:

• Technical Assistance on Issues and Inquiries using Existing Support Programs
• Patches and Service Packs that address product issues, and OS Security Updates
• Hot Fix Requests

Extended Support

When Mainstream support concludes, the product version is in Extended Support for 2 years. Customer FIRST subscribers are entitled to the following:

• Technical Assistance on Issues and Inquiries using Existing Support Programs.
• Hot Fix Requests for specific product issues and limited support for Critical OS Security Updates.

Mature Product Support

This phase offers on-going technical assistance to those customers maintaining installed product. This phase includes:

• Technical Assistance via existing programs

Technical Assistance during the “Mature” phase involves providing basic issue diagnostics and assistance using the Knowledge Base. In-depth research into your inquiry should not be expected in this phase. Instead, you are urged to upgrade to a current release in which the original issue(s) have been resolved.

Custom Support Option

You can opt to negotiate a Custom Support contract based on your specific requirements. This includes:

• Technical Assistance on Issues and Inquiries using Existing Support Programs
• Hot Fix Requests for specific product issues and limited support for Critical OS Security Updates


Notes

Long Version Release Cycles

Products with long version release cycles are handled by exception to the general policy. If a product does NOT release a new version during the standard Mainstream Support phase, Mainstream Support remains in effect for one (1) year beyond the next version. Extended Support starts at the end of Mainstream Support for two (2) years, followed by Mature Support.