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Product support lifecycle
ONESOURCE Indirect Tax Product Support Lifecycle
Mainstream Support details
- Mainstream Support typically expires 24 months from the GA release date.
- You'll have access to all the benefits (standard or premium) described in our Technical Support Guide, located in the Knowledge Base.
- We'll maintain our solutions and address issues in the latest versions of our software.
Extended Support details
- Extended Support provides continued peace of mind, knowing that we'll be there to support your business.
- We'll support your business for an additional 24 months after Mainstream Support expires.
- Please note that we may not offer Extended Support for all releases, and some releases may offer Mainstream Support only.
Extended Support prerequisites
- Adhere to our policies and procedures.
- Maintain and be current on your existing standard or premium support subscription.
- Keep your technology environment stable and unchanged.
- Plan to upgrade to a supported version of a ONESOURCE Indirect Tax product in the near future.
Extended Support exclusions
- Software patches and updates
- Cloud software licenses
- Licenses to integrations used to connect to ONESOURCE cloud software
- Platform technology stack changes or end-of-life scenarios
- Certification with Thomson Reuters products or third-party platforms
End of support
Comparison of Mainstream and Extended Support
Type of support | Mainstream Support | Extended Support |
|---|---|---|
Priority level 1-4 tickets | Yes | Yes |
Enhancement requests | Yes | Yes |
Upgrade assistance | Yes | Yes |
Technical support | Yes | Yes |
24/7 assistance for P1 service requests | Yes (premium support) | No |
Access to Knowledge Base | Yes | Yes |
Product notifications | Yes | Yes |
Content updates | Yes | Yes |
Certification with new platforms | Yes | No |
Thomson Reuters test environments | Yes | No |
Environment changes/migrations | Yes | No |
Installation assistance | Yes | No |
Performance assessment | Yes | No |
Eligible for code patches | Yes | No |
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This article applies to:
- Product: ONESOURCE Determination, ONESOURCE Indirect Tax