Skip to content
logo Knowledgebase

Sage CRM - End of support policy

Created on  | Last modified on 

Summary

This article covers the support policy for Sage CRM (standalone). This article will be updated as and when dates are confirmed for products that will no longer be supported.

Description

The software lifecycle policy

NOTE: Lifecycle policy dates can be found here.

We adopt a policy to formalise our procedure of withdrawing support for software versions that use technology that is no longer supported by the provider. An example of this is Microsoft Windows XP.

Sage CRM follows the guidelines of the Sage Product Support Policy, which states that Sage will provide support for the current and the previous version of CRM.

What does this mean?

This doesn't mean the software will stop working. The software can still be used, but we will withdraw support, updates and upgrades in a phased approach. When we announce the withdrawal of support, if the version of the software is affected we will contact you to advise you of the date on which support will cease, along with details of upgrade offers available to you.

Why do we do this?

It is standard industry practice for technology companies to withdraw support for older versions of software. Every year we invest in research and development to improve our software and services. We do this in line with regular customer feedback and to take into account new technology and changes in legislation. We believe that using the latest software is the best way for us to help you run your business effectively and by concentrating our resources on looking forward, we can help your business move forward too. We also want to ensure that we continue to offer the best level of support for our software that we can. We want you to be able to reach technical experts with the right level of knowledge to answer your questions quickly.

For more information about this software lifecycle policy and to discuss what options are available to help you upgrade your software to a supported version, please contact your support provider.

NOTE: What's the difference between 'Mainstream Support’ and ‘End of Support’?

Mainstream SupportExtended SupportEnd of Support
Product available for sale New licence sales are withdrawn from sale once the product enters extended support & beyond.

Image

Image

Image
Additional Users, Modules and Companies Licence sales of additional users, modules & companies are still available during extended support.ImageImageImage*
Technical Support For customers with a valid support contract, we provide their Business Partner with access to technical support. Direct customers with a valid support contract are provided support via our customer services team in WinnershImageImageImage
Developer Support is offered to BPs and customers who are members of the relevant Sage 200 Developers ProgrammeImageImageImage
Hot fixes/ Bug fixes/ Patches/ Service packs are provided for recognised defects in line with the defect resolution process (see BP Handbook)ImageImageImage

Defect log is open

ImageImageImage

*Please see the tip below.

TIP: Once a version has been in an end of support status for 12 months, the ability to buy users is also removed. Should there be a need to buy a module or user, a customer should be upgraded to the latest version. 

Resolution

Please note this is the end of support, not life. The software will still work.

A full list of affected programs along with the date support ends can be viewed below.

CRM Product Version

Release Date

Extended Support Date

End of Support Date

 
2021 R2 Aug 2021 1st Oct 2023* 30th Sep 2024*
2021 R1 Mar 2021 1st Oct 2023* 30th Sep 2024*
2020 R2 Oct 2020 1st Oct 2022* 30th Sep 2023*
2020 R1 Feb 2020 1st Oct 2022* 30th Sep 2023*
2019 R2 Aug 2019 1st Oct 2021* 30th Sep 2022*  
2019 R1 Feb 2019 1st Oct 2021* 30th Sep 2022*  
2018 R3 Aug 2018 1st Oct 2020* 30th Sep 2021*  
2018 R2 May 2018 1st Oct 2020* 30th Sep 2021*  
2018 R1 Dec 2017 1st Oct 2020* 30th Sep 2021*  
2017 R3 July 2017 1st Oct 2019* 30th Sep 2020*  
2017 R2 Mar 2017 1st Oct 2019* 30th Sep 2020*  
2017 R1 Nov 2016 1st Oct 2019* 30th Sep 2020*  
7.3 Dec 2014 1st Oct 2017 30th Sep 2018  
7.2 May 2013 1st Oct 2016 30th Jun 2017  
7.1 Mar 2011 1st Oct 2014 30th Nov 2015  
7.0 Mar 2010 1st Oct 2013 31st Dec 2014  

Any maintenance service packs or hotfixes that are issued will end support on the same date as their product version.

*Subject to change

 


Sage Business Partners can now log new cases online!

If you're unable to find the help you require from our online resources, log a new case with us without having to use phone or email. Simply select 'Manage your cases' from the dashboard or visit my.sage.co.uk/cases

 

Benefits for your employees above and beyond their payslips

We want to help your business where we can. That's why we are offering Sage Employee Benefits free to Sage customers for the first three months.

Leave your details and we'll call you back