PureConnect Maintenance and Support Cycle

Starting with CIC 2015 R1, the release model follows the Year (20##) + Release number (R#) model for product versions. As a result, the end-of-life policy has been revised for 4.0 and 20## R# product versions. See the Genesys PureConnect End of Life Policy page for an explanation of the overall EOL policy, and the Genesys End of Life Products​ page for a list of specific products that are in the End of Life cycle.

Software Maintenance Updates

Genesys provides software updates for 18 months from the date of release of the product version (e.g., CIC 2017 R2 on 7 Feb, 2017).  Note that this time period covers approximately the six most current product versions at the current three-month product release cadence. Once the 18-month period of software updates expires on a product version, Genesys continues to provide technical support on that version for an additional 18 months. New software change requests (SCRs) after the End of Maintenance (EOM) period require you to update to a newer version of the software that contains the change.

Genesys evaluates each software change request and assesses the importance and risk of the request. The criteria to approve an SCR includes the risk of the change to all customers who apply the patch, the impact to business processes of the customer, and whether reasonable workarounds are available.  

Patch releases are published every two weeks for product versions of PureConnect (CIC) in the 18-month window of software updates, based on a threshold of at least 1 change addressed in the previous two-week period. Patch releases are cumulative and changes included in patches are pushed into subsequent product versions as well. To address urgent business-critical problems between patch releases, Genesys offers Engineering Special (ES) fixes as an interim solution on the latest patch for a release, which we then roll into a subsequent patch for that release.

The following chart illustrates the software maintenance (updates) period (green) and the standard support period (dark blue) for current PureConnect (CIC) releases. See the PureConnect Release History page for a complete list of available, supported, and extended support releases.

See the Genesys PureConnect End of Life Policy page for an explanation of the overall EOL policy, and the Genesys PureConnect End of Life Products​ page for a list of specific products that are in the End of Life cycle.