Many of you might be interested to have more clarification around our support policies and time periods, especially with newer version releases and pending core support deadlines. Hopefully, this post will guide you through the support policies and different types of support options available.
Which versions of ColdFusion are supported?
Each release of ColdFusion includes five years of core support with an additional year of optional extended support. Please see the current schedule here for timelines.
What is the difference between core support and extended support?
Core support includes quarterly hot fixes and security patches along with phone and email-based support under the support plan policies.
Extended support is best-effort support intended to assist customers in migration to a core supported version and DOES NOT INCLUDE security patches or hot fixes. If you have an issue with a version of the software within the extended support period and have purchased an extended support or TAM support plan the support team will assist to provide a workaround and help resolve your issue to the best of their ability. If the issue is a new bug or has received a hot fix in a later version, the remedy will be a recommended upgrade to the newer version. It is advised to be familiar with core support timelines and plan for migration upgrades prior to the end of core support deadlines.
If you are using a version of ColdFusion that is beyond the supported dates, you will not be entitled to support for that version even if you do have a valid support plan. Valid support plans entitle support to core supported versions, or in the case of extended support best-effort assistance.
What types of support plans are available for ColdFusion?
Gold Support provides hot fixes and security fixes along with 24×7 support with Service Level Agreements (SLAs) outlined below. Please see below for a matrix of support SLAs. Gold Support can be purchased with upgrade or new licenses, or within 30 days of license purchases.
Platinum Support provides hot fixes and security fixes along with 24×7 support under the SLAs outlined below. Platinum support is purchased as a bundled package with Maintenance Upgrade Plans and must be purchased with upgrade or new licenses, or within 30 days of license purchases. Platinum level M&S must be purchased through a volume license program.
Technical Account Manager (TAM) Support Program
The TAM Program is a support service uplift which provides higher SLAs and a dedicated support channel for direct access to expert support resources. This program also provides a more proactive level of support, with architecture and upgrade guidance planning. TAM support can also provide best-effort level assistance on migration projects with older versions of ColdFusion that our out of the core/extended support matrix and ineligible for Gold or Platinum Support.
For information on the different SLAs and support plan deliverables, please see the following document:
How do I contact support?
You can email the support team at email@example.com including your support agreement number or order number. Your designated support contacts should be registered using this
Enterprise Support Contacts form. If you have not yet submitted it, feel free to send it into the support team.
What support is available through Amazon AMI instances?
Adobe ColdFusion Amazon AWS AMIs receive Platinum level support for core supported versions of ColdFusion. After the core support period is over, AMIs will not be refreshed.
What is the cost of support?
Gold and Platinum level support plans are variable and typically based on a percentage of the licensing cost. They can also vary from the uplift in services that are available from various partner resellers.
TAM support plans are offered on a yearly renewal for the dedicated resource uplift.
A support plan is tied to each license, and for the support plan to be valid all licenses of ColdFusion owned must have support. For example, if you have 5 licenses of ColdFusion, 5 support plans must be purchased. Partial numbers of support cannot be purchased. For example, if you have 3 licenses under one business unit in the same organization and 4 licenses under another business unit all 7 licenses must have support.
For a support quote, please contact Grpfirstname.lastname@example.org with your order or license information including the total quantity of licenses owned.