Product support lifecycle

At Thomson Reuters, we continuously invest in advancing our solutions to meet your evolving needs. Our software solutions follow a product support lifecycle that ensures you have a clear understanding of what to expect throughout the life of our products.

ONESOURCE Indirect Tax Product Support Lifecycle

We've designed the ONESOURCE Indirect Tax Product Support Lifecycle to provide you with predictable guidelines for managing your software investment and planning for the future.

Mainstream Support details

Our Mainstream Support offers comprehensive support for your ONESOURCE Indirect Tax licensed solutions and content for a period of time after the general availability (GA) date. You can expect to receive support, maintenance, and access to new versions of our applications and content during this time. We'll be available to support you every step of the way, providing you with the flexibility to deploy the product to meet your business requirements.
  • 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

After Mainstream Support expires, customers with on-premises licenses can enroll in Extended Support. This option is designed for customers with stable systems that are in maintenance mode and not exposed to changes in their application environment.
  • 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

To qualify for Extended Support, you must:
  • 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

The following are excluded from Extended Support:
  • 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

After Extended Support ends, we may not have a support environment to replicate issues, requiring collaboration with your technical staff.

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
For dedicated assistance with upgrades and performance tuning, contact our Professional Services department. They provide the expertise needed for these activities.

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