As I’m sure you’re aware, there have been many versions of ArcGIS software released through the years, and again, as you’re probably already aware, support for each version depreciates with each release and over time. The entire process is outlined in a PDF document entitled Product Life Cycle Support Policy.
So, besides the point on how long phone/email-based support will be offered, other interesting points that you may not be aware of are brought to light within this document:
- Products that are in general availability, such as version 9.3.1 products, offer technical support, patches, and new operating system certification. For example, Mike H. announced Windows 7 support for specific 9.3.1 software.
- Products in extended support will not be certified on new operating systems. For example, version 9.2 will not be certified on the upcoming release of Windows 7.
- Products in mature support will not have service packs or patches created for them. For example, version 9.1 won’t see another service pack release.
- Products that enter the retired phase will not have technical support available. Because of this, it is strongly recommended that you start considering and contact ESRI Support Services for help or assistance with a migration plan to a later release (need permitting).
You can find the gateway for each individual product here: Product Life Cycles Overview.
Speaking of the product life cycle, we’re coming up on the 10th anniversary of ArcGIS Desktop 8.0.1 release! Where were you in December of 1999? Or better yet, how many of you used version 8.0.1??
-Kevin H., ArcGIS Server Group Lead, ESRI Support Services