CincomSmalltalkWiki: Cincom Smalltalk Platform Support Guide

Cincom would like to make our Smalltalk customers aware of the support status for our products. In general, the current release of a product is supported as per the License Agreement and Schedule of Products that you have. Older versions fall back one level of support with each new release, until they reach level F. At level F, most support is time and materials based only. At the bottom of this document are two tables - one for ObjectStudio, one for VisualWorks - that define our current support levels.

All licensed customers may report product questions/problems at Cincom's SupportWeb or send an email to Helpna@cincom.com.

Click this link for Support Levels by version

Cincom uses support levels from A (current) to F (obsolete). Products stay at A as long as they are the current release. With each subsequent release, products move down one level. After F, products fall off support completely.

If you have questions on this, please send me email

A. Current release(s) of active products
Cincom will provide support as defined in the Software License Agreement and Schedule of Products for the current release(s) of the product.

B. Preceding release(s) of active products
Cincom will make a reasonable effort to provide a work-around or temporary correction for product problems, at no charge, for a minimum of six months to a maximum of two years after the new current release becomes available, provided the customer is current on annual license charge payments. Upgrades may only be available via the current release(s), or on a ?reasonable effort, time, and materials? basis (including support for new versions of the hardware or pre- or co-requisite software).

C. All other releases of active products
All support for prior releases of products is provided on a reasonable effort, time, and materials basis, provided the customer is current on annual license charge payments.

D. Current release of inactive products/platforms
Cincom will make a "reasonable effort" to provide a work-around or temporary correction for product problems at no charge, provided the customer is current on annual license charge payments. Upgrades (including support for new versions of the hardware or pre- or co-requisite software) are available on a "reasonable effort, time, and materials" basis.

E. Non-current releases of inactive products/platforms
All support for prior releases of inactive products is provided on a "reasonable effort, time, and materials" basis, provided the customer is current on annual license charge payments.

F. Discontinued support
Cincom will make a reasonable effort to consult on usage or to provide a work-around for problems (including Year 2000 problems) on a reasonable effort, time and materials basis, provided the customer is current on annual license charge payments. All other support (e.g., patches or source changes) is no longer available.