On This Page
03Delinea Support Policy Alignment
3.1 How to Contact StrongDM Support
3.4 Case Management & Escalations
3.5 Product & Support Lifecycle
06Software Components Lifecycle
|
||
Software
|
| 01 |
Purpose |
StrongDM (now part of Delinea) is committed to delivering high-quality, innovative solutions to our customers. To maintain this commitment and support our evolving technology, we have established this End of Support (EOS) and End of Life (EOL) policy (the “Policy”). This Policy outlines the lifecycle of Delinea software components installed within customer infrastructure. This policy specifically applies to client, relay, gateway, and other software components that customers install and manage.
For Delinea Customers without StrongDM please refer to Delinea support Policy — Click Here.
| 02 |
Definitions |
|
EOS
End of Support
The date after which Delinea will no longer provide standard technical support, bug fixes, or security updates for a specific product version.
|
EOL
End of Life
The date after which a product version will no longer be supported, maintained, or available for use.
|
GA
General Availability
The date when a new product version is officially released and available for general use.
|
| 03 |
Delinea Support Policy Alignment |
Following the StrongDM and Delinea merger, customer support for StrongDM aligns with Delinea’s Support Policy. This section provides a high-level summary for StrongDM customers.
To contact support please create a ticket via our Customer Portal: help.strongdm.com
| Region | Hours |
|---|---|
| Americas (US) | 8 a.m. – 8 p.m. Eastern |
| APAC (Philippines) | 8 a.m. – 8 p.m. PHT |
| Europe & Africa (UK) | 8 a.m. – 8 p.m. GMT |
StrongDM customers follow Delinea’s support packages:
|
Standard Support
Business-hours coverage intended for day-to-day operational support. |
24/7
Premium Support
24/7 coverage for Priority 1 and Priority 2 cases, with business-hours support for lower priorities. |
| Priority Level & Definitions | Examples | Standard Response | Premium Response |
|---|---|---|---|
|
P1 — Severe Error
Production server(s) or other mission-critical system(s) are down, and no workaround is immediately available.
|
• System down
• All or a substantial portion of your mission-critical data is at significant risk of loss or corruption
|
2 Business Hours | 1 Hour 24/7 |
|
P2 — Major functionality is severely impaired
Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A workaround is required.
|
• Major system function is unavailable or degraded
• Repeated failures
• Error will create intolerable delays if not addressed
• Issue has halted deployment of product
|
6 Business Hours | 4 Hour 24/7 |
|
P3 — Partial, non-critical loss of functionality
A problem that involves partial, non-critical loss of use of the software for production or development purposes.
|
• Failure in a software component that is non-critical
• Impaired operations of some components but use of software is possible
|
8 Business Hours | 6 Business Hours |
|
P4 — General usage problem
There is no impact on production or other environments.
|
• General configuration or usage questions
• Documentation errors
• Cosmetic errors
|
24 Business Hours | 12 Business Hours |
|
P5 — Ideas & features
|
• Request for new general product functionality
|
24 Business Hours | 24 Business Hours |
If you previously purchased (or were provisioned under) a legacy StrongDM support package, you will still be supported under that level of service through the remainder of your current term. There is no immediate impact to your current service. At renewal the above options are applicable to you, please contact your Customer Success Manager for further information, if you do not know who that is please reach out to StrongDM Support.
Delinea Support focuses on diagnosing product behavior, answering usage questions, documenting defects, providing workarounds when available, and coordinating fixes as appropriate. Some implementation, configuration, customization, and integration activities may require a separate professional services engagement.
Support cases may be closed after multiple attempts to reach the customer, once an issue is resolved, or when a mutually acceptable workaround is provided. Closed cases can typically be re-opened by referencing the original case number within a defined time window. Escalations can be requested through the support portal or by phone.
Delinea components follow the EOS/EOL approach described in this Policy. Where StrongDM components interact with Delinea services or share common delivery mechanisms, Delinea’s lifecycle practices may also apply (for example, supported versions, maintenance windows, and sustaining support options, where available). Refer to Delinea’s product and support lifecycle documentation for additional detail.
Security updates are prioritized based on severity and product lifecycle status. Customers are expected to stay current on supported releases to receive security fixes and reduce risk.
Delinea may perform routine and emergency maintenance on cloud services to deliver updates, performance improvements, and security enhancements. Where maintenance may impact availability, Delinea will communicate notices consistent with its cloud maintenance practices.
Delinea maintains processes to respond to security incidents, including data breach response procedures. Additionally, Delinea may retain attachments submitted in support cases for a defined period, consistent with its data retention schedule.
| 04 |
Scope of Policy |
This Policy applies to StrongDM software components installed within customer infrastructure or used by customers to manage their StrongDM tenant, including (but not limited to) client applications (GUI and CLI), relay binaries, gateway binaries, software development kits, infrastructure as code modules, and any other software components installed and managed by customers. This Policy does not apply to the StrongDM SaaS service itself, which is continuously updated and maintained by StrongDM/Delinea.
| 05 |
Product Lifecycle |
Delinea products typically follow this lifecycle:
|
Stage 01
General
Availability (GA) |
Stage 02
Full
Support |
Stage 03
Limited Support
(after EOS date) |
Stage 04
End of Life
(EOL) |
| 06 |
Software Components Lifecycle |
Each month StrongDM will publish a digest of the minimum software versions that are currently supported, and the software versions that are transitioning to EOL that month. This digest is published in the Delinea documentation under Release Notes Monthly Recap (strongdm.com/docs/release-notes/monthly-recap).
Full support is generally provided for a minimum of 12 months from the date a given version is published. The period between EOS and EOL will typically be 3 months, during which only critical security updates will be provided.
| 07 |
Shared Responsibility Model |
Delinea follows a shared responsibility model for maintaining and securing our software components. This model delineates the responsibilities of Delinea and our customers to ensure optimal performance, security, and compatibility.
|
Delinea’s Responsibilities
→Provide regular updates and patches for supported versions of our software components.
→Maintain backwards compatibility for minor version updates within a major version.
→Communicate EOS and EOL dates with sufficient notice.
→Provide documentation and support for upgrade processes.
→Ensure the continuous updating and security of our SaaS offerings.
|
Customer Responsibilities
→Regularly update StrongDM software components to the latest supported version.
→Plan and execute upgrades before the EOS date of their current version.
→Monitor Delinea communications regarding EOS and EOL announcements.
→Ensure their infrastructure meets the requirements for running the latest versions of StrongDM software components.
→Report any issues or incompatibilities to Delinea support promptly.
|
Customers who do not fulfill these responsibilities may experience degraded performance, loss of functionality, or security vulnerabilities. Delinea strongly recommends that customers maintain their software at the latest supported version to ensure optimal performance, security, and compatibility with our continuously updated SaaS offerings.
| 08 |
SaaS Compatibility and Backend Compatibility |
Delinea's SaaS service is continuously updated to provide the best performance and security. Software components that are not kept up-to-date may stop working with the SaaS services. Customers are strongly encouraged to regularly update their installed software components to ensure continued compatibility with the SaaS service.
Because backend services evolve over time, older component versions may become incompatible. Customers running versions approaching EOS or EOL may experience degraded performance or loss of functionality and should plan upgrades to the latest supported version before EOS.
| 09 |
Exceptions |
In exceptional circumstances, Delinea may, at its sole discretion, extend support for a specific version beyond its announced EOS or EOL date. Such extensions will be communicated directly to affected customers.
| 10 |
Communication |
Delinea will communicate EOS and EOL dates through multiple channels:
|
@
Email notifications to legal notice address for current customers.
|
☉
Announcements on our support website.
|
⚑
In-product notifications (where applicable).
|
| 11 |
Policy Updates |
Delinea may update this Policy from time to time to reflect changes in products, services, security practices, and support processes. The most current version of this Policy will be made available to customers through StrongDM documentation or other official communication channels.