What we could do when the support is expired, QlikView April 2020 (12.50), but during upgrade to May2021 (12.60) we need help?

[davidlee]

Hi QlikView Team

May I know what is our "customer" rights after the product is ended of support "EOS"?

Is there mean we could not raise any ticket or the reply should be going to something like "Sorry the product is end of support, please upgrade to the latest version to continue the latest version support" after raised a ticket?

2nd, will we have QlikView April 2020 (12.50) support what if we are upgrading May2021 (12.60) in UAT environment but QlikView April 2020 (12.50) in production and we will upgrade QlikView April 2020 (12.50) to May2021 (12.60) for production within a month?

Thank you

[Chip_Matejowsky · Accepted solution]

Hi @davidlee,

Typically to receive full support for a product version which has past its supported end of life, an extended support contract is required.  You can review the Qlik Service Level Agreement and Support Policy PDFs and discuss these with your Qlik account management team.

Best Regards

[davidlee]

Hi @Chip_Matejowsky 

Based upon the Support Policy, we saw same "Product Line" wordings.

Is QlikView Server 12.5 and 12.6 belong to the same Product Line?

If yes, is that mean we still have support what if QlikView Server 12.6 in UAT environment and 12.5 in production environment?

Regards

[Daniele_Purrone · Accepted solution]

Hi @davidlee , 
I'm afraid that the concept of Product Libe does not apply there, and support for 12.50 will end in April.
Qlik Support will, of course, keep offering support on a "Best Effort" basis for a transition time, but we won't be able to involve R&D or the Product Team, nor have deeper investigations during that time. This will probably be enough for most customers who have not upgraded yet.
As suggested by @Chip_Matejowsky , you can still reach out to your account manager and discuss the opportunity of extended support. 

Have a great day!

[Albert_Candelario]

Hello all,

Also please do remember when upgrading that you must have a valid maintenance contact as explain below to avoid any issue during the upgrade;
Maintenance contract on upgrade ‒ QlikView

Cheers!