Product Development, Software Release, Maintenance and Support Policy
The Datawatch product development and roadmap standards are based on the Datawatch mission of getting The Whole Story. Based on input from customers, analysts, and a combined company task force, the product development philosophy is built on four key principles:
Minimize the total cost of ownership (TCO). TCO is a critical metric for the long-term success of any IT investment. Datawatch customers see a clear opportunity to lower their TCO. Customers can dramatically lower their TCO by reducing the need for redundant skill sets, administration, hardware, and IT operations involved in the continuing and increased use of Datawatch products.
Provide a clear upgrade path. Customers stressed the importance of smooth upgrades and migration as Datawatch enhances and integrates new functionality into the products so that customers can “do more with less” software overhead.
Build on existing strengths. Customers want to build on the success they already have achieved, and for Datawatch to continue to improve and enhance current product functionality while maintaining the high degree of reliability.
Balance enhancement and integration with innovation. Customers want to see continued innovation as Datawatch moves forward with enhancement and integration along with new and developing technology.
- Describes the way software is released to our customers
- Addresses the timing of software product releases, upgrades and bug fixes
- Manages all product release-related activities, from concept to retirement
- Assists customers in optimizing product performance and planning future investments
Datawatch understands the importance of a clear Software Release and Maintenance Policy. We are committed to maximizing our customer’s Return on Investment.
“Major Release Number” (X.Y.Z) An increment of the major number generally indicates the addition of new major functionality or a major rework or rewrite of the code base (framework level). There is the possibility of incompatibility with previous major releases.
“Minor Release Number” (X.Y.Z) An increment of the minor number generally indicates a significant change in functionality. There is moderate to high level of backward compatibility with previous minor releases.
“Maintenance Release Number” (X.Y.Z) An increment of the maintenance number generally indicates bug fixing within the minor release and possibly limited new features. There is complete backward compatibility with previous maintenance releases.
“Current Release.” The latest Maintenance Release of software currently available to the public.
“Software Release Process.” This is the process that describes how and under what circumstances Datawatch releases software.
Software Release Policy Statement
These are the policies defined by Datawatch for the “Current Release”, the “Previous Release”, and the “Older Versions”:
- Product issues will only be fixed, at earliest, in the next “Maintenance Release” of the latest version of the product. For example, if an issue is reported in version 2.3.4 and the “Current Maintenance Release” is 2.3.4, the earliest fix expected is in “Maintenance Release” 2.3.5.
- The previous “Minor Release” will be maintained, at a minimum, until 6 months after the date the “Current Minor Release” became public and only for issues which do not depend on fixes or features in the “Current Minor Release”. For example, if you report an issue in version 2.2.0 and the “Current Maintenance Release” is 2.3.0, the earliest fix you can expect is in Release 2.3.1.
- Reported issues in older versions will be fixed, at earliest, in the next “Current Maintenance Release” of the product.
- Additionally, Datawatch would like to emphasize that customer-specific builds will only be delivered under critical “system down” circumstances. Datawatch will only deliver “Maintenance Releases” that might also contain fixes for issues reported by the entire customer installed base.
Software Release Timeframes
As a general rule, a major release (as defined above) of all Datawatch software products will take place every 12 to 24 months. Minor version upgrade releases will occur as required and will usually be every 6 to 9 months. The general expectation is that there will be 2 minor, upgrade releases for every major version change. Maintenance releases will occur as required.
Datawatch will support the current major version of the software and one major version back for customers that are on current software maintenance and support agreement.
Support consists of the following.
- Response to questions about using product features
- Operational questions
- Guidance on installing new updates and patches
- The guidance does not mean helping with an installation or upgrade
- Datawatch strongly suggests that Datawatch Professional Services handle all upgrades and patches
- Investigation into operational failures and/or issues
Monarch Support for Hosted Operating System or Virtual Machine Environments
Datawatch Monarch is fully tested and supported on all the servers and client applications supported by Citrix for remote access. Other remote desktop systems and virtual machine environments are not tested but may work fine with Datawatch Monarch, including running an application from a virtual machine that is accessed remotely. We do not claim full support, nor do we say it won’t work. Datawatch support is limited to providing help with these systems.
Support vs. Maintenance
Support means assistance with installations and configurations, developing work-a-rounds to functionality issues and general support and assistance in the operation of the software. Support does not imply maintenance of any version of the software other than the current maintenance release, as described above.
Maintenance is correcting operational, configuration and functional issues and errors discovered in the software after commercial release to general availability. Errors may be discovered by customers and/or ongoing internal testing. These errors will be resolved through periodic maintenance releases, as required, based on the above policy.