Extended Legacy Tiered Support (eLTS) FAQ

What is eLTS? – eLTS is a support offering for customers who have fallen on to unmaintained releases of their Unit4 software solution (Unit4 Solution). Unmaintained releases are any releases of the Unit4 Solution which are not the current (n) or the previous (n-1) release.

Why is this relevant to me? - All customers on unmaintained releases (n-2 and older) are only entitled to a basic level of support whereby customers can still raise a ticket in the support portal, but there will no longer be any SLAs in place to deal with this ticket. We refer to this as ‘Non-SLA Support’. As a customer on an older release of the Unit4 Solution, this will apply to you.

What does it mean? - It means, for example, that there will not be a time frame within which a response needs to be provided (once a ticket is logged) and it also means that ‘priority’ is no longer a factor in when a ticket will be processed and that you will no longer be able to escalate issues.   

What am I entitled to? – As a customer on Non-SLA Support, you will retain full access to Unit4 Communities, which is a self-service portal that enables you to engage with other customers and partners, ask questions, share tips and best practice and access all Unit4 Solution documentation. You also retain the right to obtain a copy of the latest release of the Unit4 Solution.

What are my options? 
– Customers have the following 2 options: 

  1. 1) Upgrade your Unit4 Solution to a maintained release (Upgrade); or
  2. 2) Pay for eLTS, being a 30% uplift on current support and maintenance costs, which will ensure standard support SLAs are put in place for a period of 12 months. You will need to sign an addendum to your existing contract, updating your support entitlements.

What happens next?
 – Although you may not currently be entitled to support with SLAs, we are going to provide a grace period to prepare for the adjustment. From 1 July 2020, Unit4 will no longer deliver against SLA for unmaintained releases. Before that, you can Upgrade, in which case you can discuss with your account manager how this can take place prior to 30 June. Alternatively, you can agree to subscribe to eLTS, which will take effect from 1 July 2020.

What if I Upgrade after 1 July 2020?
 – Not to worry! If you have gone live on the latest release following 1 July, we will issue a credit note for the remaining (full) months of your pre-paid eLTS contract. You will need to claim your credit by informing your account manager that you have gone live on the latest release. 

Which are the ‘unmaintained’ releases?

  • Business World, MS5 and lower
  • Unit4 Financials, v13 and lower
  • Dream, v3.4 and lower

Who can I talk to about this?

Please contact your Unit4 account manager for more information (who should have contacted you with this information sheet). If you don’t know your account manager, you can locate this information within the Communities portal, under ‘My Account’.