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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