Radiant Logic

Product Support Policy

Contents

Policy                                                

Definitions                                         

FULL SUPPORT:    

END OF LIFE SUPPORT: 

Patch Releases

Version Availability

POLICY

Radiant Logic’s Product Support Policy includes two levels, Full Support and End of Life (EOL) Support.

*Upgrade complexity can vary widely, and Radiant Logic strongly recommends purchasing an upgrade package to have our professional services team review your configuration and guide you through the process.

Radiant Logic technical support resources can be reached at:

• E-mail: support@radiantlogic.com
• website: https://support.radiantlogic.com
• Global Support Phone Numbers:

+353 1 584 3716 Dublin, Ireland   

+61 7 2140 7466 Brisbane, Queensland, Australia

+00 1 877-727-6442 NOAM

Customers eligible for Health Checks and Pre-Upgrade Analysis must be operating on the most recent patch release version prior to initiating their request.

DEFINITIONS

FULL SUPPORT:

Customers with a valid maintenance or subscription contract running a current, actively patched version of RadiantOne are on Full Support. Radiant Logic releases quarterly patches for versions that fall under Full Support. The Version Availability below table outlines the EOL dates.

Please see the Patch Release information below for details on patches and upgrades.

END OF LIFE SUPPORT:

Radiant Logic does not release patches for versions that have reached EOL.  If a customer is operating on a RadiantOne version that has reached EOL, the customer will have access to the latest product version (for DIY upgrading), technical support experts, and our online portal and knowledge base.

Important Note - If a customer is running a RadiantOne version that has reached EOL without 1) having a current support package subscription and/or 2) having a current maintenance contract, then the customer will not have access to any Radiant Logic support resources or latest version of the product.

Self-Managed Cloud Deployments

Radiant Logic provides:

• Base images for Radiant Logic products to Customers
• Documentation and basic examples for Helm Deployments using Radiant Logic Helm Charts Helm | Radiant Logic Documentation

Every effort is made by Radiant Logic’s DevOps team to provide supporting documents and examples for our products. However, Radiant Logic cannot support custom scripts or template technology.

PATCH RELEASES

Radiant Logic delivers all software through our online support site.

Patches are released quarterly for all RadiantOne versions active under Full Support. The patch release dates are typically scheduled for one week after OpenJDK releases the latest Java update to ensure the latest security patches are fully supported. Under certain circumstances, Radiant Logic can release a patch sooner than the next scheduled release. This is to ensure our customers get fixes to critical problems as soon as possible.

Patch release versions are categorized by the third digit of the full version number. Examples of patch releases for v7.2 are: v7.2.3, v7.2.10, v.7.2.34. Examples of patch releases for v7.1 are v7.1.4, v7.1.8…etc.

Patching a version of RadiantOne is classified as an update and can be applied by running an update installer. Moving to a new version of RadiantOne is classified as an upgrade. Examples of an upgrade are going from v7.1 to v7.2 or from v7.2 to v7.3. The upgrade process is not applied with an update installer and may require a professional services engagement to assess the current usage/configuration of RadiantOne and determine an appropriate upgrade strategy and time requirement. Customers should contact their Radiant Logic Account Representative regarding upgrades.

VERSION AVAILABILITY

Welcome

The Radiant Logic Support Portal brings together all of our customers needs, including: search for answers in our robust Knowledge Base, review release notes, submit a new request, review your ticket activity, and engage with our Customer Community. 

New to Radiant Logic Customer Support?

If you're reading this without having logged into the portal, you'll notice you're able to access some of our support content, but you'll need an account to see product specific content and to create tickets. To get a support account created, reach out to support@radiantlogic.com. 

Help Center

Open up support tickets with Radiant Logic's expert support engineers.  View currently open support tickets and track progress.

Knowledge base

Explore the official product usage and deployment documentation.  Find release notes, configuration tools, and documentation on known issues.

Engage with the Radiant Logic Community

Click here to join discussions with other Radiant One users to share best practices, tips and tricks, and provide feedback and ideas to Radiant Logic's product team.

Release Notes are located here: v7.4.9 Release Notes

Important Note - There is an issue with using the web update installer to update from RadiantOne v7.4.8 to v7.4.9 resulting in the following error in web.log:

ERROR com.rli.install.web.filters.ExceptionFilter:36 - Caught unexpected exception.org.apache.jasper.JasperException: An exception occurred processing JSP page [/WEB-INF/jsp/update_confirmation.jsp] at line [61]

Either use the command line option to update from v7.4.8 to v7.4.9. Or, you can run a shell script prior to launching the web-based UI to run the update installer. More details can be found in this article: 

Known Issue - Updating from v7.4.8 to v7.4.9 – Support Portal (radiantlogic.com)

Files associated with the release:

RadiantOne v7.4.9 Installers - in Customer Downloads/installers/7.4/7.4.9

RadiantOne v7.4.9 Updaters - in Customer Downloads/update_installers/7.4/7.4.9

Migration Utility - Customer Downloads/MigrationUtilty/Migration Utility v2.1

Note - You will need to create an account to access the files. There is not an FTP site to access these files. If your organization does not allow access to Sharefile, please reach out to the Radiant Logic support team and provide an organizationally approved location where we can upload the relevant files.

Create an account: https://radiantlogicinc246.sharefile.com/i/i1bc2de34c6e42bba

If you already have a Sharefile account, you can login here and access the installers, updaters and Migration Utility: https://radiantlogicinc246.sharefile.com/

See the attached upgrade guide for steps on upgrading from RadiantOne FID v7.3 to RadiantOne v7.4.

It is a best practice, and reduces risks, to have a new environment for installing v7.4, and then migrating the configuration from v7.3. Keep the v7.3 environment working as a backup until the new v7.4 environment is installed, tested and ready for production. Once the new environment is ready, switch the client load to it. 

https://support.radiantlogic.com/hc/en-us/articles/16364655821332-What-is-the-best-practice-recommendation-for-a-Major-Upgrade-process-

Note - an automated upgrade from RadiantOne ICS v7.3 to v7.4 is not supported. Contact your Radiant Logic Account Representative to discuss upgrade assistance.
https://www.radiantlogic.com/support/#professionalServices

License Feature changes in 7.4.8+