Support and Maintenance Terms

Support Services and Service Request Severity Levels

Technical Support Services

For our SaaS customers, please review our SaaS Support Policy for information tailored specifically to your needs.

Semarchy will allow you to identify up to five (5) named, trained individuals who will be able to engage with our support team for ongoing management and resolution of issues.

Semarchy will provide telephone and/or email consultation on normal business hours, excluding holidays, Monday through Friday from 8:00 am to 6:00 pm local time (“Standard Support Hours”), to assist in problem resolution.  The support includes help desk support, telephone and/or email consultation, and remote communication support, all subject to the limitations described herein.

You may call the Semarchy Help Desk during Standard Support Hours, send an email, or open a ticket on the Semarchy Help Desk support portal. The latest contact information is available at https://semarchy.com/technical-support/.

If you encounter a problem in the usage of the Semarchy programs and send a support request to Semarchy, Semarchy shall diagnose and reasonably assign a priority to the noted problem.  If it is determined by Semarchy that said problem is caused by an error in the programs, Semarchy shall make its best efforts to correct said problem according to the Severity Levels defined below. If it is determined that said problem is not caused by an error in the programs, Semarchy shall make its best effort to advise you and share its known best practices with you.

Severity Levels & Service Levels

A “bug” or “defect” or “problem” in the programs means any failure of the programs to have the functionality or perform as intended or otherwise in accordance with, or meet any specifications or requirements contained in, the published Documentation for the programs.

A “bug” or “defect” or “problem” will only be considered such so long as it is not related to issues or failures with any customer related hardware or network, third party software, connections or utilities, misuse of the programs not in line with the license rights granted, the Agreement or Documentation, malicious attacks, force majeure events or other reasons beyond Semarchy’s reasonable control (“Extraordinary Circumstances”).

Support requests shall be classified by the following priority, description, and response levels:

Upon receipt or diagnosis of a Severity 1 issue, Semarchy shall commit to best and continuous efforts to resolve or provide you with an acceptable work-around for the issue.

While our support is developer / configuration project focused, and we don’t offer formal around the clock support, we will make every reasonable effort to support typical situations, such as production deployments or changes, where assistance and support may be required beyond normal business hours. You may request with reasonable advanced notice, during business hours, coverage for planned production changes or upgrades of the Semarchy programs to ensure they can alert the support team and have resources on standby for extended hour or weekend support.

In order to provide the support services described herein, Semarchy will work together with our clients and relevant Semarchy services providers such as Systems Integrators or SaaS services providers in good faith to determine access solutions as required which conform to your security and data access policies and procedures. Under typical circumstances, Semarchy does not require or have any access to customer’s production environments or data.

Product Releases and End of Support

Definitions

• Release: Vehicle for delivering major and minor features and enhancements to existing features. They incorporate all applicable defect corrections made in prior releases. Each release is identified by a version number.
• Patch: A single cumulative package to fix one or more bugs, defects, or security issues, delivered typically on a monthly basis as part of Semarchy’s continuous maintenance development process.
• Generally Available (“GA”) Release: A release that is generally available for sale or download.
• Maintained: A release that is maintained is eligible for patches. A release is maintained until its end-of-maintenance date. Versions no longer maintained are not eligible for patches, even for security issues.
• Supported: A supported release is a release for which a customer is allowed to contact technical support and create support tickets. A release is supported until its end-of-support date, which is posterior to the end-of-maintenance date.
• Retired:  A retired release is a release that is no longer maintained or supported.

Release Types and Versions

Mainstream (MS) and Long-Term Support (LTS) Releases

There are two types of Semarchy Product Releases: Mainstream (MS) and Long-Term Support (LTS).
Understanding the differences between these release types will help you select the best option for you:

• Long-Term Support releases (LTS) occur every year, are maintained for 2 years, and are supported for 3 years after they become generally available.
  Typically, the first release each year is an LTS.
  Long-term support releases provide an option more suited for slowly-changing environments, or for customers who prefer a fully supported environment for an extended period of time, without the need for upgrades.
• Mainstream Support releases (MS) occur every quarter, are maintained for 4 months and are supported for 1 year after they become generally available.
  Typically, during a year, each quarterly release after the first is an MS.
  Mainstream releases accelerate the availability of new features for customers who want access to the latest improvements and enhancements as soon as possible. Patches are released only for the latest Mainstream version, so Mainstream users should plan to upgrade to each new Mainstream version as soon as it is available.

Product releases, with MS and LTS combined, occur quarterly, for Semarchy xDM and Semarchy xDI, on the same release schedule.

For all releases, upgrades are incremental and backward-compatible. Customers using any (MS or LTS) release may upgrade to any subsequent (MS or LTS) release of the same product.

Version Numbers

Product versions reflect the releases’ general availability (GA) date and frequency. They follow the following scheme:

<GA_Year>.<GA_Quarter> (LTS | MS)

For example, the first release in 2023 is version “2023.1 LTS”.
Patches produced to fix issues for a given release are identified by an additional patch increment. For example 2023.1.1, 2023.1.2, etc.

Maintenance and Support

Both LTS and MS releases, while maintained, will receive bug and security fixes, at Semarchy’s discretion, as patches. Customers facing issues on a release after its end-of-maintenance date will be recommended to upgrade to a more recent release that includes the fixes that they require.

Customers are able to raise issues and open tickets to the technical support for both LTS and MS releases, provided that these releases are supported.

Supported Semarchy Product Versions

The following tables list the General Availability (GA), End-of-Maintenance (EOM), and End-of-Support (EOS) dates for different Semarchy products. Future dates are “scheduled release dates” and are not a commitment from Semarchy. 

The version tables maintained on this page are the authoritative source for GA, EOM and EOS dates, and customers are expected to refer to it periodically for the most current information. Semarchy may, at its discretion, supplement the published policy with additional communications, but is not obligated to provide individualized notification.

Semarchy MDM Native App on Snowflake

While offering a similar experience to Semarchy xDM 2025.1, the Semarchy MDM Native App on Snowflake is a different product that we will continue to update for the foreseeable future. 

End-of-Maintenance and End-of-Support dates for the Semarchy MDM Native App on Snowflake will be reflected in this Support Policy with no less than twelve (12) months’ advance notice of each date.

Semarchy xDM (Self-Hosted)

Semarchy xDI (Self-Hosted)

*Future dates are ‘targeted release dates’ and are not a commitment from Semarchy.

Product Versions No Longer Supported

Semarchy xDM – Versions no longer supported

Semarchy xDI – Versions no longer supported

Stambia Data Integration – Versions no longer supported