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/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.A focus on Developer Education is coming to OneStream, and your feedback is needed!
OneStream is creating a Developer Education (DevEd) program tailored specifically at creating a dynamic learning experience for you, our amazing developer community. We know that building applications with OneStream can be a rewarding experience, and we want to make it even easier, faster, and better for you. And that's why we need your feedback! Please comment below with your answers. What Topics Would You Like to See Covered? Is there a particular area of development you're passionate about? Let us know so we can include it in our program! Some examples include Building Solutions with OneStream , From Concept to Code – Show Me the Map, and Defining and Gathering Requirements. Comment below with any topic suggestions. What Ideas Do You Have for the Program? We believe the best programs are built with collaboration. Share your innovative ideas and let's build something fantastic together! 💡 We’re considering things like subject-matter expert recognition, advocacy programs, credentials and badges. What ideas do you have for this program? Let us know with your comments below. How Do You Prefer to Learn? Do you thrive with hands-on learning, video tutorials, or detailed documentation? Your feedback is crucial in shaping a program that truly meets your needs. 📚 Comment below with your thoughts and suggestions. We’re excited to create an engaging and comprehensive Developer learning experience with your input. 🌟 Stay tuned for more updates!April Cert Prep Webinar Announcement
The OneStream Certification Program is pleased to announce the next Certification Prep Webinar for the OneStream Certified Associate (OCA) – Implementation Foundations exam! Join us on Tuesday, April 15, 2025, at 11:00am ET as OneStream's Chris Loran and David DeLise facilitate a 60-minute session on these exam topics: Transformation Rules Confirmation Rules Workflow Dimensions …and more! Our experts presenting will be: Chris Loran, Sr. Solution Consultant David DeLise, Consulting Services Register today to reserve your space today! https://onestreamsoftware.zoom.us/webinar/register/WN_gfjDcOKPSBuodABnlGjpEQ#/registration
