Need support now? Visit Support Web now! Click here to see the support levels in the table defined. Just want to search for an existing solution to a problem you're having? Try our Support Resolutions application (no registration or login required). What information should you have ready? Check out this post on that, or watch this screencast.
Before you report a bug, please watch this screencast - it explains the level of information that Cincom needs in order to really help you out. If you've already done that, or know what to do already, you can just skip down to more details
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 James Robertson. If you are using the non-commercial product, then look for announcements in the vwnc mailing list
Having a problem with SupportWeb or the Support Resolutions application? Send an email describing the problem to James Robertson.
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.
Please note that ObjectStudio 6.9 and prior, as well as VisualWorks 7.2 and prior, are under support level F.
ObjectStudio 8.X
| Release | Platforms | Support Level | Drops to lower Level |
| 8.2 | Windows (7, Vista, XP, Server 2003) | A | TBD |
| 8.1 | Windows (Vista, XP, Server 2003, 2000) | B | TBD |
| 8.0 | Windows Vista, XP, Server 2003, 2000 | C | TBD |
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 | Drops To a Lower Level |
| 7.7 | Windows 7,Vista, 2000, XP, Server 2003 | 2.7,8,9, 10 | 11.x | 10.4x + | N/A | 5.x | glibc 2.1+ | glibc 2.1+ | glibc 2.1+ | A | TBD |
| 7.6 | Vista, 2000, XP, Server 2003, CE 4 (x86 and StrongARM) | 2.7,8,9, 10 | 11.x | 10.4x + | N/A | 5.x | glibc 2.1+ | glibc 2.1+ | glibc 2.1+ | B | TBD |
| 7.5 | ME, 2000, XP, Server 2003, CE 4 (x86 and StrongARM) | 2.7,8,9 | 11.x | 9.x, 10.4x, 10.5x | 6.2 | 5.x | glibc 2.1+ | glibc 2.1+ | glibc 2.1+ | C | TBD |
| 7.4, 7.4.1 | ME, 2000, XP, Server 2003, CE 4 (x86 and StrongARM) | 2.7,8 |
11.x | 8.x,9.x | 6.2 | 5.x | glibc 2.1+ | glibc 2.1+ | glibc 2.1+ | F | N/A |
| 7.3.1, 7.3 | ME, 2000, XP, Server 2003, CE 4 (x86 and StrongARM) | 2.7,8 |
11.x | 8.x,9.x | 6.2 | 5.x | glibc 2.1+ | glibc 2.1+ | glibc 2.1+ | F | N/A |
| 7.2, 7.2.1 | 98, ME, 2000, XP, Server 2003 | 2.7,8 |
11.x | 8.x,9.x | 6.2 | 5.x | glibc 2.1+ | N/A | N/A | F | N/A |
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 email to James Robertson
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.