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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 1 st 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.’Upcoming Upgrade for the OneStream Community
Over the next few weeks, you might notice some changes as we transition to a more advanced version of the community platform. We are working to improve your experience and provide a platform that better suits your needs. This upgrade will include: A new modern, user-friendly interface for the entire Community Rebranded graphics and iconography to create a unified and consistent brand experience A site rename from ONECommunity to OneStream Community While we strive to ensure a seamless transition, there may be minor disruptions during this period. We appreciate your understanding and patience as we work towards enhancing your community experience and apologize for any inconvenience. We are committed to keeping you informed and supported throughout this transition and further updates will be shared as we progress. Don't worry -- we'll ensure resources are available to help you navigate and make the most of the new platform. Thank you for being an important part of our community. We're excited about this next chapter and look forward to continuing our journey together in the OneStream Community.Platform 9.0.1 Hot Fix : Database Upgrade Utility
OneStream Software has released Hot Fix v9.0.1 to address an issue observed during the v9.0.0 database upgrade process. The correction only updates the OneStream Database Configuration Utility and does not impact OneStream core functionality. This Hot Fix will ensure an uninterrupted database conversion for future upgrades to v9. Platform v9.0.1 is now on Solution Exchange, and all new v9 upgrades will be to v9.0.1. To ensure uniformity, all existing v9.0.0 customers will be upgraded to v9.0.1 during the regularly scheduled June 16 th maintenance window. v9.0.1 Release Notes are available on the OneStream documentation site. FAQ: Will the Hot Fix be Backwards Compatible with v9.0.0 Clients? Yes, the 9.0.1 Fix is backwards compatible with v9.0.0 clients. Will customers have to install the Windows desktop and Excel Add-in with the Hot Fix? No, the 9.0.0 Windows Desktop and Excel Add-In are compatible with the 9.0.1 Server and no client re-installation is necessary. Does Click-Once need to be updated as part of this Hot Fix? No, there are no changes required for Click-Once users. Users will see 9.0.1 indicated on their OneStream landing page indicating the connection to the 9.0.1 server.UPGRADE REMINDER
Howdy folks! As a reminder, we are rapidly approaching the Community platform upgrade, slated for Wednesday, December 4. We anticipate downtime and some things looking wonky up until noon EST. Please bear with us as we get everything updated and sorted. Here's what you can expect while the upgrade takes place: December 4 1am- 6am EST - Community platform magic begins! 7am EST- SSO back up and running! AKA: users will be able to login again 8-12pm EST- visual enhancements are put in place For those in time zones ahead of EST, we expect you might have several hours where the community is unavailable. We apologize for that. Unfortunately, it's unavoidable BUT we promise it'll be worth it 😀 Additionally, we will post a helpful blog to get you oriented with the upgraded community. We are excited for you to try out the new OneStream Community!July 2025 Certification Prep Webinar
Are you ready to schedule your OneStream certification exam, but need a little more preparation? The OneStream Certification Program is pleased to announce our first Certification Prep Webinar for the OneStream Certified Specialist (OCS) - Reports and Dashboards exam! Join us on Thursday, July 31, 2025, at 10:30am ET as we will have experts from OneStream facilitate a 60-minute session on these exam topics: Workspaces Cube Views Dashboard Components ...and more! Our experts presenting will be: Stephen Roberts, Sr. Technical Education Consultant Nicki Baretta, Manager, Remote Consulting Register today to reserve your space today!June 26th: Platform Power Hour Webinar - Genesis
Join us on Thursday, June 26 at 10 AM ET / 4 PM CET to learn how you can ‘Configure, Adapt, and Grow Without Limits’ using Genesis, a Plug-and-Play Architecture available in OneStream v9. In this webinar we’ll demonstrate how Genesis can help you: Easily design and deploy new financial and operational models, planning processes and reporting solutions Create highly curated and personalized dashboards, menus, and user experiences without code Modify existing dashboards to add additional reporting, analytics, and insights Incorporate AI into specific business workflows with AI Narrative Summarization and Commentary Can't attend? Register anyway and we'll send you a link to the recording.June 18th: ESG as a Strategic Imperative Webinar with BARC
As ESG Reporting becomes a top priority across organizations, finance teams are under pressure to deliver sustainability insights with the same accuracy and rigor as financial data. But how can you add ESG into your reporting process without adding complexity? Join OneStream and BARC for a discussion on how finance professionals can take the lead in ESG performance and compliance, using unified data and streamlined reporting. In this session, you’ll learn how to: How to align ESG and financial data into a single source of truth How to stay compliant with evolving regulatory requirements – without reinventing your process. In today’s complex environment, the ESG is more than a necessity—it’s your opportunity to lead. Own it. Register for this Webinar https://www.onestream.com/events/global-wbn-tl-esg-18jun2025/Government Community Cloud v9 Upgrade
OneStream is preparing to release version v9 for our Government Community Cloud customers. This document is a guide to the v9 upgrade process. A v9 upgrade is identified as an upgrade from a pre-v9 version to a v9 version. The designated FedRAMP authorized platform release will be v9 which will be made available to GCC customers later this year. Process Overview: The v9 upgrade has infrastructure and software changes that impact applications and integrations. We will migrate from your existing infrastructure to the new v9 architecture. To prepare our customers for this process, we are providing the pre-requisites for upgrade in advance of the release. See Pre-requisites heading below. In the coming months, GCC customers will be asked to submit a Software Upgrade request in ServiceNow. When the upgrade request is submitted, it will open a Support Case to capture the outputs of the items in the Pre-requisites section below. You will be notified when this is available. Once the pre-requisites are submitted, a OneStream project manager will meet with you to plan a timeline of activities. They will be assigned to the Case, available to meet and assist throughout the process. We will provide a mirrored v9 instance for configuration and testing before your go-live. An application copy is made from your pre-v9 instance to your mirrored v9 instance. The configuration and testing period is timeboxed to 2-3 weeks. The scope of work for the test instance is configuration (for example, SIC setup or business rule compilation updates) and functional testing. We will have you compile your business rules in v9 to determine if there are any new errors resulting from the more stringent .NET 8 compiler. Experts from OneStream will be available via the Case to assist. You should also test all functionality that may not be discovered via business rule compilation. During testing, keep a log of any updates you made to the v9 test instance to remediate issues. When testing is completed, we will schedule your go-live. This is a 4–48-hour process (you will be given a more precise estimate following a database size analysis) of downtime where we copy your live databases to the v9 instances. Weekends and evenings are available. As a final step, you will re-apply the updates discovered during testing, referencing the list you generated. After go-live, your pre-v9 instances are no longer accessible; you will be live in v9. Further information: Book time with our GCC v9 upgrade team for a presentation and discussion on the v9 upgrade process by using this link. We kindly request that you submit your Software Upgrade a week before the booking time so that we can prepare by reviewing your specific pre-requisites. Pre-requisites When a v9 Software Upgrade request is submitted, it will open a Case called Cloud Migration Readiness that includes intake forms for the pre-requisite action items described below. We have attempted to put together a comprehensive list of all impacts, but given the customizable nature of OneStream, there may be additional impacts uncovered in testing. We recommend you begin work on these pre-requisite items now. If additional assistance is required before the Cloud Migration Readiness Case can be opened, please open a Case. Please note that these pre-requisites are based on expected approvals for our GCC program. The 3PAO assessment is pending. Important: We recommend customers submit their v8+ Software Upgrade in the Service Catalog to review their specific pre-requisites on the Action items tab of the Cloud Migration Readiness Case prior to reviewing this document. Pre-requisites #1 and #2 will appear as ‘Authentication’ and ‘Data Connections’ Action Items only if they apply to you. Pre-requisites #3, #5, and #6 are referenced in the ‘Customer Specifications’ Action Item. Pre-requisite #4 should be reviewed by all customers. 1. OneStream IdentityServer Customers upgrading to Platform v9 will be migrated to OneStream’s modern IdentityServer OIS authentication technology. Your identity provider continues to be supported, but a change on our side requires that your IT create or edit (depending on identity provider – see Configuration Guides below) the authentication configuration for each OneStream instance. You are impacted by this pre-requisite if you see the ‘Authentication’ item on the Action Items tab of your Cloud Migration Readiness Case. (Opened when customers submit v8+ Software Upgrade.) Pre-requisite steps: Complete any necessary technical reviews by your IT Have your IT configure the new authentication configuration for each of your OneStream instances, referencing the Configuration Guide below per your identity provider and protocol. (See Configuration Process Detail below.) Submit the values gathered in the form of the last page of the Configuration Guide to us via the ‘Authentication’ action item in your v9 Cloud Migration Readiness Case. Configuration details: Provide your IT with the Configuration guide and sitenames listed in your Authentication item. Your site name is [sitename].onestreamcloud.com, per instance. For DoD customers, your sitename is [sitename].onestream.mil. Additionally, because we are providing you with a duplicated instance for testing, configure [sitename-temp].onestreamcloud.com for each instance. This will ensure you are prepared to access both your testing instances and your final instances after go-live. Example: Your site names are ‘govcustomer’ and ‘govcustomer-test’. The sitenames to configure for v9 are ‘govcustomer’, ‘govcustomer-test’, ‘govcustomer-temp’, and ‘govcustomer-test-temp'. We recommend taking a screenshot of each redirect URL and attaching it to Authentication action item submission. This reduces the risk of error and aids troubleshooting. NIPR NET customers will also require a new CSR to be generated for the duplicate Production. This will be provided on your Cloud Migration Readiness Case. Configuration Guides: Open ID Connect OIS Entra ID OIS Okta OIS PingFed OIS SAML (with any identity provider) Reference: General documentation Identity and Access Management Guide Note: disregard the section about configuring within OneStream; for our upgrade purposes, we require it in advance of the instance creation. Use the appropriate Configuration Guide below.) For further consultation, open a Conversation on the Cloud Migration Readiness Case with the Authentication team. 2. Smart Integration Connector Smart Integration Connector (SIC) establishes secure connectivity between OneStream Cloud and data sources in your network without a VPN connection. With SIC, you can create and manage network data source integration using OneStream administration interfaces and locally manage database credentials and ancillary files. SIC transition is a requirement for v9 upgrades for several use cases. You are potentially impacted by this pre-requisite if you see the Data Connections item on the Action Items tab of your Cloud Migration Readiness Case. (Opened when customers submit v8+ Software Upgrade.) Use cases for SIC Transition: Customers who are using a Virtual Private Network (VPN) to establish data connectivity between a OneStream cloud instance and a local data source. VPN’s will not be supported with v9 or higher. Customers referencing drivers hosted by OneStream. Drivers being hosted on OneStream servers will not be supported with v9. Examples: ODBC, OLEDB (Oracle), Snowflake, Teradata, Netsuite, SAP, JD Edwards Customers who are utilizing DLL’s. DLL’s being hosted on OneStream servers will not be supported with v9. Pre-requisite steps: Complete any necessary technical reviews by your IT Create the SIC Server (or be ready to deploy it in short order) Install the SIC v9 Local Gateway on the server. You can open a Case to request it securely. Ensure you request the OneStream version that your business users are intending to upgrade to. Submit the ‘Data Connections’ action item in your v9 Cloud Migration Readiness Case. Reference: Smart Integration Connector Guide For further consultation, open a Conversation on the Cloud Migration Readiness Case with the Data Connections team. 3. Solutions & Business Rule Changes There are several substantial changes in v9 that impact business rules and Solutions. To prepare for these changes, we recommend that you upgrade to v9 compatible Solutions in advance of migration testing. The process includes multiple application copies from your pre-v9 instance (at initial data load and go-live.) If they are not upgraded in the pre-v9 instance, you will need to upgrade them each time your application is copied to v9. Upgrading in advance reduces risk and complexity. You will compile your business rules in the v9 testing instance to uncover errors, if any. We will have OneStream experts available via the Conversation feature on the Case to assist. Many customers choose to leverage a consultant for this work. Pre-requisite steps: Review Impacted Solutions List, below. Upgrade to any compatible versions in your pre-v9 instance, ahead of the v9 upgrade. Compile your business rules in your pre-v9 instance. We will ask for this on the ‘Customer Specifications’ item of the upgrade Case, when available. The purpose is to rule out any existing errors; we want to focus our efforts on v9. Prepare a list of your Solutions and their current versions. We will ask for this on the ‘Customer Specifications’ item of the upgrade Case, when available. Once the list has been provided, OneStream will return a list of Solutions that you can upgrade in your pre-v9 instance. Reference: v8 _Impacted_Solutions_List.xlsx Business Rules & Workspace Changes in v8+ For further consultation, contact the v9 upgrade team via the Activity tab of the Cloud Migration Readiness Case. 4. OneStream IP Address Changes The IP addresses of your instance will change with v9. This has potential impacts you can prepare for. We have attempted to put together a comprehensive list of all impacts, but given the customizable nature of OneStream, there may be additional impacts uncovered in testing. Pre-requisite steps: If you have non-VPN web integrations such as API or SFTP, you may need to account for new additional OneStream IP’s in the relevant system. If you can allow your domains in the relevant system instead ([sitename].onestreamcloud.com), we recommend this. Otherwise, we will provide the new Application Gateway IP once the v9 instances are built at the start of the active migration process. If your IT has a strict outbound allow list, for example Cisco Umbrella, ZScaler, or similar products, you may not be able to access the new v9 test instance until they allow it. To prepare for this, review with your IT and ensure for all your site names ([sitename].onestreamcloud.com) that sitename and sitename-temp have been allowed in relevant systems. This will help to ensure that you can access all test instances and live instances. Cloud Note: Integrations using VPN’s are not accounted for here as they will be replaced by Smart Integration Connector. Reference: For further consultation, open a Conversation on the Cloud Migration Readiness Case with the Data Connections team. 5. .NET 8 Desktop Runtime .NET is the development platform used by OneStream to build the Platform. Prior to v9, OneStream used versions of .NET referred to as .NET Framework versions. The v7.x Platform release used .NET 4.8. OneStream Platform Release v9 or later requires Microsoft .NET 8. Pre-requisite steps: Install .NET 8 Desktop Runtime for all users who will be using the Windows Client*, or prepare to install it in short order https://dotnet.microsoft.com/en-us/download/dotnet/8.0 * v9 provides a browser client for end user functionality. Users working solely with the browser client do not need the .NET Desktop Runtime installed. Reference: For further consultation, contact the v9 upgrade team via the Activity tab of the Cloud Migration Readiness Case. 6. REST API There is a potential impact to REST API, but the scope has not been determined yet. For now, determine whether you utilize the REST API as your preparedness item. We will share more information when we have it. Reference: For further consultation, contact the v9 upgrade team via the Activity tab of the Cloud Migration Readiness Case.May 29th: Platform Power Hour Webinar - SensibleAI™ Forecast
Join us on Thursday, May 29 at 10 AM ET / 4 PM CET to learn how you can access SensibleAI™ Forecast from OneStream to produce fast, accurate, and transparent forecasts — without needing data science expertise. Webinar highlights: The challenges of traditional forecasting methods How SensibleAI Forecast transforms accuracy and speed Getting started with OneStream's no-code AI capabilities Why AI-powered forecasting is no longer optional Can't attend? Register anyway and we'll send you a link to the recording.Community Content Collector
Do you have an idea for content you'd like to see in the Community? Well, you're in luck! Introducing our all new content collector, designed to gather and direct content to help tailor your community experience. All you have to do is complete this form and we'll follow up with any questions: Submit a topic you want to learn more about Here's a screenshot:
