Product
Support and long-term support
On this page · 4 sections
The tiers
| Standard (with a licence) | Priority (Enterprise) | |
|---|---|---|
| Channel | E-mail to support@jqwidgets.com and the forum | the same, plus a named contact and a shared channel for the site |
| Hours | business days, 9–18 CET | business days, 8–20 CET; a security incident at any hour |
| Severity 1 - a station down, data lost, a security incident | first answer within 1 business day | first answer within 4 hours, work continues until a workaround is in place |
| Severity 2 - a function of the product unusable, no workaround | 2 business days | 1 business day |
| Severity 3 - a defect with a workaround, a question | 5 business days | 2 business days |
| Fixes | in the next release of the current line | in the next release, and as a patch of the LTS line the site runs |
| Updates | the maintenance year: every release, feature and fix, and the licence token for it | the same, plus the long-term support line below |
| Validation | the validation pack of every release | the pack, and help with the customer's PQ |
Response times are the time to a first qualified answer from a person, not to a fix; a fix has the timeline of the disclosure policy when it is a vulnerability, and of the next release otherwise. Severity is agreed at the first answer.
Long-term support
A validated station does not want every release; it wants the fixes without the changes. Scada Studio opens long-term support lines for that (none is open yet: the first opens when a major release ships):
- Each major release opens a line (lts/<major>.x) that receives security fixes for 24 months from its release, and defect fixes for the first 12 of them. Fixes ship as patch releases of that line - the version validated plus the fix, nothing else - so a station stays on what it was validated with and the IQ/OQ delta is the patch's notes.
- The current line receives fixes and features; the release notes name each line and its end of support; the roadmap says what the next major brings.
- A fix on the main line that touches the product is backported to every supported line; npm run studio:lts:check (scripts/check-lts.js) reads studio/lts.json and names any fix on the main line that has not reached a supported branch, and the release procedure runs it before a release. npm run studio:lts:open 1.x opens a line when a major ships.
- A perpetual licence's maintenance date covers the patches of its line: a patch released within the maintenance runs licensed; a patch after it is a renewal.
What a fix is
A commit whose subject begins with fix:, security: or hotfix: is a fix; the backport check looks for those. A security fix carries the advisory's identifier in its message and the release notes of the patch name it. A feature is never backported.
Reaching us
support@jqwidgets.com for support; a vulnerability goes to support@jqwidgets.com with "Security" in the subject, as the security page says.