Dear Sippy Customer,


As we release new features and functionality to our Softswitch platform our ability to make improvements to older versions or fix ongoing issues becomes limited. Sippy Software historically maintains active support for 3 of the latest production versions of the software to cope with the limitations.

In order to further improve the quality of our service and support, we are making some changes in our product lifecycle policy as outlined below. Notable changes are:

  • Introduction of "End of Life" (EOL) support status;

  • clarification of the services that the Sippy Support team will provide customers who run EOS or EOL versions of our software;

  • introduction of extra fees to be charged in order to recognize the substantially higher cost of supporting EOS or EOL software versions for those few customers who were unable or unwilling to upgrade to an actively supported version on time. 


Support Status


Active

EOS

(End of Support)

EOL

(End of Life)

Free Upgrades to any of the Active Versions

Eligible

Not Eligible

Not Eligible

Annual Support and Maintenance Cost

Regular

+15%

+35%

Critical Security Updates

Yes

Yes

Yes

Critical Bugfix Updates

Yes

Yes

No

Non-Critical and Feature Updates

Yes

No

No

Bug Reports

Accepted

Not Accepted

Not Accepted


Does this change affects me?

If you are running an actively supported version then no. However, if you happen to run version that is already EOS/EOL or getting closer to the EOS status (5.0 at the time of this writing) perhaps it's time to consider scheduling an upgrade to one of the closest actively supported versions! Upgrading to a newer version will provide more stability and improvements. The upgrade will make sure your systems run smoothly and save you money in higher support and upgrade fees.

The table below outlines the current status of the support offered for our released versions.


5.2

5.1

5.0

4.5

4.4

Release Date

Apr 2019

Apr 2018

Jun 2017

May 2016

Sep 2015

Support Status

Active

Active

Active

EOS

EOL

To make sure we help customers have a reasonable opportunity to make use of the free upgrades available with the support packages they pay for, we provide support in upgrading their system during a limited, specific period of time.

At the written agreement of Sippy Software, an extension of up to 2 months maybe provided for EOS licenses where complex upgrade paths or tight system integration requires additional testing.  Such extensions are provided to allow supported customers the opportunity to take advantage of the free upgrade option and avoid a subsequent hike in support fees.

How do I begin the process to upgrade my Softswitch?

Your upgrade process begins with an email to our support team. We will verify your support account status and work with you to schedule out the upgrade process. Once scheduled, the update will be applied at the agreed-upon time. The downtime will be limited to 1.5 hours. 


Are there costs associated with the upgrade process?

FLEX customers get it as standard as the support is included in their monthly charges. Customers who have support contracts up to date get the update upon request. Customers without support have to renew or reinstate their support SLA in order to be able to get an upgrade.  Customers who chose not to upgrade their soft switch before the end of support of that version will be charged a fee for the upgrade.  This fee may depend on how many versions behind the switch is. Sippy Software also reserves the right to decline to upgrade for any version that is lower than our current EOL.


What Sippy Softswitch Version options are best for me?

We recommend upgrading your Softswitch to our latest 5.2 Release. If you are currently running the 4.5 or 4.4 version you will also need to upgrade to at least the 5.0 Version first and then do another maintenance to go to 5.1 or 5.2 from there. The large majority of our customer base has been transitioning from our 5.1 release to our 5.2 Release over the last few months. 


Thanks!