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Support

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 (see below).

  • Click here for Cincom Support Web® if you need support right away.
  • Click here to try our Support Resolutions Application if you want to search for an existing solution to a problem you are having (no registration or login required).
  • Click here to send an email to Kimberly Thomas if you are having a problem with SupportWeb or the Support Resolutions application.

If you are a supported customer, please check your monthly resolutions newsletter for updates on patches and new VMs. If you are a supported customer and aren’t receiving the newsletter, send a request to Kimberly Thomas. If you are using the non-commercial product, then look for announcements in the vwnc mailing list.

  • PLEASE NOTE:  VSE (all versions), ObjectStudio 8.0, 8.1, 7.1.3 and VisualWorks 7.6 and earlier releases are now at Support Level F (see below).

OjectStudio 8.X

Release
Platforms
Support Level
8.3
Windows (7, Vista, XP, Server 2003, 2008)
A
8.2.1
Windows (7, Vista, XP, Server 2003)
B
8.2
Windows (7, Vista, XP, Server 2003)
C
8.1
Windows (Vista, XP, Server 2003, 2000)
F
8.0
Windows (Vista, XP, Server 2003, 2000)
F

VisualWorks

We also have 64-bit VMs for x86 Linux and Solaris on SPARC.
Release
Windows
Sun
HP
Mac
SGI
AIX
Intel Linux x86
Linux PPC
Linux SPARC
Support Level
7.8
Windows 7, Vista, 2000, XP sp3, Server 2003,2008
Solaris 8,9,10,11
 11.x  (No Itanium processor support)
10.4x – 10.6.x
N/A
5.x, 6.x, 7.x
glibc 2.1+
glibc 2.1+
glibc 2.1+
A
7.7.1
Windows 7, Vista, 2000, XP, Server 2003
2.7,8, 10
11.x
10.4x +
N/A
5.x
glibc 2.1+
glibc 2.1+
glibc 2.1+
B
7.7
Windows 7, Vista, 2000, XP, Server 2003
2.7,8, 10
11.x
10.4x +
N/A
5.x
glibc 2.1+
glibc 2.1+
glibc 2.1+
C
7.6
Vista, 2000, XP, Server 2003, CE 4 (x86 and StrongARM)
2.7,8, 10
11.x
10.4x +
N/A
5.x
glibc 2.1+
glibc 2.1+
glibc 2.1+
F
7.5
ME, 2000, XP, Server 2003, CE 4 (x86 and StrongARM)
2.7,8, 10
11.x
9.x, 10.4x, 10.5x
6.2
5.x
glibc 2.1+
glibc 2.1+
glibc 2.1+
F

Support Levels

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 an email to Kimberly Thomas.

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 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.