Changes to Support for Unsupported Versions

As part of our ongoing commitment to delivering high-quality support, we are implementing important changes to our support services for customers on unsupported or outdated versions of our software. These updates aim to ensure that our team can continue providing efficient assistance while encouraging customers to transition to supported versions. This phased approach will take effect starting January 2025, with changes to the level of support available for unsupported environments. Please review the details below to understand how these updates may impact your organization and how we can assist with the upgrade process to maintain uninterrupted service.

Now until December 31, 2024: Current Support

Our support services will continue uninterrupted for all customers, including those using unsupported versions. Please be aware that, as per our existing policy, no code changes or software defect fixes will be made for unsupported versions. This policy remains unchanged.

January through March 2025: Phased Support

Starting January 1, 2025, through March 31, 2025, we will provide limited, timeboxed support to customers on unsupported versions. This includes:

• Support Testing: Our support team will perform testing limited to one hour. Testing will be conducted against the most recent supported version of our software. We will work closely with you to upgrade at least one lower-level environment (such as a test or staging environment) to a supported version for testing purposes.
• Supported Case Types: During this period, we will continue to assist with the following types of cases, regardless of the software version in use:
  • User troubleshooting
  • Outages
  • Simple how-to questions or general information inquiries
  • Copying production data to a test environment
  • Patching or upgrading any environment to the latest version

From April 1, 2025: Future Support 

Starting April 1, 2025, support for environments running unsupported versions of Momentus Enterprise will no longer continue. As a result, tickets submitted for these environments will no longer be eligible for support and will be closed. Examples of such tickets include:

• Bugs found in an unsupported version of Momentus Enterprise
• General questions about the software
• Performance issues

Customers on unsupported versions may still submit tickets for the following:

• Outages
• Copy production data to a test environment
• Patches
• Upgrade requests for any environment

You will continue to have access to our self-service tools, including:

• Knowledge Base. Note that the Knowledge Base reflects the most recent version of the software.
• Learning Center, if you have a subscription. Note that the Learning Center reflects the most recent version of the software.
• Status page
• Backoffice administrative functions, including services.ungerboeck.com.

If your organization is on an unsupported version, we strongly encourage you to plan and schedule upgrades to a supported version of our software before the end of the year to avoid any disruption to your service. Our team is ready to assist you with the upgrade process to ensure a smooth transition.

Please reference our End of Support article for information on which versions of Momentus Enterprise are currently supported. 

Thank you for your understanding and continued partnership.