Therefore™ Product Life Cycle

 

Therefore Corporation is dedicated to bringing you up to date, stable software, regularly released new features, and great support. By keeping your maintenance up to date, you can guarantee access to our expert technical support, product updates, hotfixes and new features.

 

Maintenance for Therefore™ software is included in your contract. Depending on which authorized reseller you are working with, this may be called:

  • Canon Support Services (CSS)
  • Software Assurance (SA)
  • Maintenance

All these names refer to a maintenance agreement for on-premises installations of Therefore™. Maintenance is automatically included with Therefore™ Online subscriptions and is not separable.

 

What’s included with Therefore™ maintenance?

  • Support from your authorized reseller (Canon or others) and Therefore™.
  • Access to the latest product version, help with a product upgrade, assistance in finding workarounds, and access to bugfixes for supported Therefore™ versions.

 

What is the Therefore™ product lifecycle?

  • Therefore™ software has an annual release which includes several new features. This release is named by year, for example Therefore™ 2025, Therefore™ 2026, etc.
  • Therefore™ will always release hotfixes for resolving bugs as and when necessary. Cumulative bug fixes, known as Update Packs, will be released regularly and contain all previous bug fixes for that version.

 

What software versions of Therefore™ are supported?

  • Mainstream support is provided for product versions for 12 months after the release of the next product version.
  • Extended support is provided for another 12 months thereafter.

For example, customers using Therefore™ 2025 have mainstream support until 2027, and extended support until 2028.

Customers with valid maintenance will always receive support to upgrade to a newer product version.

How can customers get help if maintenance is expired?

While the agreement is active, customers have unlimited access to product support resources. While a Therefore™ On-Premises system will continue functioning without a valid maintenance agreement, the customer has no entitlement to receive support or product upgrades. If they wish to start receiving support again, the maintenance contract must be restarted.

Customers restarting a maintenance contract must backpay for the lapsed period. This is because a maintenance contract in Therefore™ works like an insurance policy and coverage must be continuous for entitlements to remain in effect.

Just as an insurance provider cannot offer compensation for an incident that occurred during an uninsured period, Therefore™ cannot reinstate support or upgrade rights retroactively without restoring the coverage for the full period in which the customer was not under contract.

Unlike insurance, however, Therefore™ will not “deny a claim” or, in this case, refuse to help a customer with expired maintenance. We allow customers to regain entitlement to support, even for issues that occurred during the lapsed period, by backpaying missed maintenance.

By settling the lapsed period, the customer restores their maintenance status as though it had never been interrupted, thereby regaining full access to support services and product upgrades on a fair and consistent basis.

The backpayment ensures that all customers are treated equitably and that the maintenance program remains sustainable, allowing us to continue investing in product improvements, security updates, and professional support resources.