Product and Service Life Cycle

Product and Service Life Cycle

Major Release

A major release includes new core technologies and features, and it is usually based on new programming and data models. While we attach great importance to compatibility, changes in a major release can affect compatibility with our previous product versions and their interfaces. The release cycle is scheduled to last approximately 12 months.

To benefit from the latest major release, OTRS Group managed customers are updated by our Customer Solution Team after scheduling an individual maintenance appointment. OTRS On-Premise customers can obtain our new product version by ordering our migration service.

((OTRS)) Community Edition users should contact sales@otrs.com for information on becoming a customer if they are interested in the latest release.

Patch Level Release

A patch level release is used to improve our product quality and stability. It contains critical and non-critical updates to a major version. Furthermore, improvements in safety as well as necessary adjustments to support new software and hardware technologies can be included. The release cycle is scheduled to be six weeks. OTRS Group managed customers are updated by our Customer Solution Team. OTRS On-Premise customers should obtain the new product version from our exclusive download area at portal.otrs.com.

Security Release

A security release is used to fix critical security issues in our software. They are released on-demand outside the regular patch level release cycle. OTRS Group managed customers are updated by our Customer Solution Team. OTRS On-Premise customers should obtain our new product version from our exclusive download area at portal.otrs.com.

End of Maintenance
and Support

When products reach end of maintenance and support, which is the case if two higher major release versions are available, we no longer provide patch level releases or support for our products. Security patches are provided through one more release cycle. OTRS Group managed customers who are using product versions that are reaching end of maintenance and support must be updated by our Customer Solution Team by scheduling an individual maintenance appointment in order to continue receiving necessary releases and support. OTRS On-Premise customers must obtain a newer product version by ordering our migration services. Long term support, development and consulting may be provided by special agreement to any OTRS Group customer.

Overview of OTRS services that are available for each release.