Dear Neciwakura-san,You are correct. Unless a customer using APPS9 has opted for extended support their solution has been in restricted support since 27 March 2020. This means that they are fully entitled to anything that was delivered before this date (up to and including Update 17). Entitlement to anything after this date (including Update 18) is only for customers who opted for extended support. I hope this clarifies? RegardsPaul
A sincere thank you to all!This level of experience and knowledge sharing is what community participation is all about.Long live the IFS Community!
The license to use software and therefore the maintenance and support is for the application and not a specific version. It is industry standard in software that as new versions becomes available customers move to the latest version to older versions are no longer supported. Supporting such older versions have a higher cost associated and can be economically nonviable as the bulk of resources are focused on supporting the latest releases and therefore to support older versions a company has to double up on a diminishing skill pool for a decreasing number of older version installations. At IFS we understand that upgrading an ERP is not as simple as upgrading a point solution therefore we do not simply switch off support. At first instance we move to restricted support. There is no additional charge for this and this does not mean the version is de-supported or unsupported however our ability to remedy every kind of issue is restricted. If and when previously unknown issues arise,
Hi Stasvb, The default position is for APPS9 to go into restricted support which will not incur any additional costs however will adjust the scope of deliverables as described above. Extended support is offered at an additional cost and has to be explicitly ordered. Thanks, Paul
Hi Daryl, I can appreciate that this was not an easy message to receive. The standard IFS terms state that if a new release is made available then the previous release is maintained for at least 5 years after originally being released to market. Nevertheless I accept that historically our communication around this (and other similar topics) was not persistent enough therefore we are committed to do more to explain the impact and recommended next steps etc. Furthermore, I believe that the idea of upgrading from release to release is too disruptive and therefore we are moving towards the Evergreen philosophy. Moving to the latest release (APPS10) is an important first step and should, if there are not too many modifications done, not be overly onerous. Being on the latest release not only avoids the surcharge but also makes the value of all the latest innovations available for consumption. I am disappointed to read that you have experienced support as ‘hit and miss’. I am not sayin
Hi Gkabbara, Please bear in mind that every customer solution is unique as every customer has their own technical setup, own configurations, possibly own customisation, own data, own permission sets, own user behaviours, … etc. Therefore the suggested remedy for an issue always is first tested within the standard software package but finally needs to be tested in the customer own solution. When an issue is raised in a case the resolution of that issue is tested and accepted by the customer before confirming and closing the case as ‘issue resolved’. Any unintended consequences of a fix or workaround would have been detected and resolved as part of the active case resolution. Any unsuspected behaviours or errors later on are usually due to a new combination of the customer specific conditions and the standard software and as such are considered new errors. I hope this clarifies.
Hi Mike, Firstly it’s great to hear that you’ve been getting value from your IFS investments for so many years. Thank you for being such a loyal customer. At IFS we realise that the 5 years might not suit every customer and hence starting with Apps9 we make extended support available as an option for an additional 3 years. We currently plan the same for Apps10. More details can be found here. However technology is evolving much faster than ever before and this acceleration will only continue. Historically adopting new technology into a business was, as you describe, a dedicated project. However, when we look at the consumer space this is simply a way of life and this continuous adoption is becoming part of the digital transformation of business as well. Just think SaaS and the cadence of updates and adoption. But why should it only be SaaS that benefit from this. That is why IFS is moving towards being ‘Evergreen’ whether on-premise, in the cloud, on a perpetual license model o
Dear Gkabbara, IFS always recommends to keep up to date with the latest release and updates of the application for the following reasons. When a customer purchases the license to use an application as well as subscribe to the associated support and maintenance this is for that application and not a specific version. Therefore the customer always has the right to choose and use the latest and current version and get access to the all the maintenance deliverables for that current version. When a new version of an application is released the then current version becomes the previous version. At IFS we also commit to support and maintain such a previous version under standard support for at least 5 years after it was released to the market. After that such a version goes into restricted support. IFS may also choose to offer extended support on such a previous version. Any fixes and new functions are delivered for the current version as part of the support an maintenance agreement. Su
Hi Kevin, Yes, 'ideation' will be added in the future. We are in the process of ensuring that we can commit and deliver on the great ideas that will be put forward. We will probably start with ideas about the community itself and then build from there to product functions and features. Paul
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