Product Support and Maintenance Policy
OneStream is committed to continually developing and enhancing our SaaS offering and software, providing customers with innovative solutions to meet ever-growing requirements. As new versions are introduced, OneStream actively plans to retire older versions.
To support this, OneStream has implemented a Product Support and Maintenance Policy which is available at: https://www.onestream.com/saas-terms-and-conditions. As per the Product Support and Maintenance Policy and the terms, General Support ends 30 months after release. In 2025, this policy will be further implemented by giving customers the option to upgrade to the latest version or transitioning customers on unsupported versions to a prepaid support model. When a customer upgrades to a supported version, General Support will continue to be provided as per the Product Support and Maintenance policy.
Prepaid Support
Prepaid support includes a minimum of 40 hours over a period of 6 months. It is available after General Support ends as a bridge to a supported version.
If you have a balance of purchased hours on your CSRC OnePass Subscription, those hours can be used as prepaid support hours over a maximum period of 6 months when General Support ends.
A prepaid support item will be added to our Service Catalog in an upcoming release. It will be visible for all customers, not just those who are on unsupported versions. If you would like more information on prepaid support, please ask your Customer Success representative.
Support During Upgrades
Customers with an active Upgrade Case (Software Upgrade, Cloud Migration Readiness, and Cloud Migration) will be provided with support for a period of 3 months during the upgrade. Upgrade Cases will continue to be available after General Support and prepaid support end.
Informational Banners
To ensure our customers are aware of their upcoming End of General Support date, we have released informational banners in the Support portal. They will appear 6 months before the End of Support date. The banner will contain a countdown of months remaining before End of General Support. ‘0 months remaining’ means thatGeneral Support will end on the 1st of the next month. After this, a new banner will appear explaining that General Support has now ended, and that an upgrade is required.
Customers on older contracts may see an End of Support banner without a specific date or a countdown of months remaining. In this case, the End of General Support enforcement will begin at contract renewal.
For customers actively upgrading, the banner may disappear. If the upgrade becomes blocked due to lack of response or significant planned delay, the banner may re-appear.
FAQ
How can I tell what my End of General Support date is?
For most, the End of General Support date is 30 months after the release date of that version. To locate your release date, review our Release Notes. Navigate to documentation.onestream.com, Release Notes, then locate your version.
For customers who are on versions that are already out of General Support, upgrade dates are in staggered batches based on release dates and contract terms. These customers will receive a banner with a specific date or a countdown towards that date.
Lastly, for some customers on older contract terms, the Product Support and Maintenance Policy will apply from contract renewal. They will receive a banner without a date or countdown.
How are release dates calculated?
The Product Support and Maintenance Policy establishes End of Support dates from the major and minor versions. Hotfixes do not reset End of Support dates. For example, the End of Support date calculation for all v7.4.x versions is based on the release date of v7.4.0.
My End of General Support date is coming up, but I need more time to upgrade. What are my options?
You may submit a Software Upgrade for v8+ to begin a 3 month grace period. You may also purchase Prepaid Support for 6 months after your End of General Support date.
My version is already older than 30 months. Will I lose access to the Support portal immediately?
We have staggered upgrade dates based on your release date. There will be an informational banner in the Support portal to advise on your End of Support date. If you do not see a specific date, General Support will end at your contract renewal.
Can I purchase prepaid support before my End of General Support date?
Yes. From August 1 2025 it will be made available to customers before their End of General Support date, and up to 6 months thereafter.
I have an existing balance of OneStream Support hours on my CSRS OnePass Subscription. Can I use those hours after End of General Support?
Yes. If you have a balance of purchased hours on your CSRS OnePass Subscription, those hours can still be used when General Support ends for a maximum of 6 months.
Where can I find the full Product Support and Maintenance Policy?
https://www.onestream.com/saas-terms-and-conditions, then look for ‘Product Support and Maintenance Policy.’