June 2022

Esri Product
Lifecycle Support
Policy
Table of Contents
Esri Product Lifecycle Support Policy Overview 3
Policy Type 3
• Calendar-based product life cycle 3
• Version-based product life cycle 3
Support Phases 4
• Product Lifecycle Support Phases 4
Software Products 4
• Software Products: ArcGIS Pro 5
• Software Products: ArcGIS Desktop 7
• Software Products: ArcGIS Enterprise 10
Developers 14
• ArcGIS API for JavaScript 17
SaaS Products: ArcGIS Online 19
SaaS Content Services 22
Apps 24
Data Products 27
ArcGIS Solutions 28
Transition Announcements 30
Life Cycle Support Status for Esri Products 30
 Esri Product Lifecycle Policy, June 2022

Esri Product Lifecycle Support Policy Overview

The Esri Product Lifecycle Support Policy provides customers with information regarding the
level of technical and software support Esri will provide customers during the lifespan of a
software product. The Esri Product Lifecycle is a progression of life cycle phases starting with
the initial release of a new software product (or a new version of a software product) and
ending with the retirement of that version of the product. Each phase of the life cycle includes
specific, but different, technical and software support.

Esri product life cycle support policy is structured based on the Product Type such as
Apps, SaaS, Developers, Software, and Solutions. Based on the Product type determines
the type of Policy (Calendar based, or Version based) and the Support phases (Two, Three
or Four) that a product will follow.

Policy Type
Calendar-based product life cycle
ArcGIS Software Products follow the calendar-based product life cycle. Most calendar-based
life cycle phases are one or two years in duration.

Version-based product life cycle

The product moves from one phase to the next when a new version of the product is released.

Policy Type
Calendar or Version-
based.
Product Type
Such as Apps,
SaaS, Developers,
Software, and
Solutions.

Support Phases
Two, Three, or Four
3
Phase.
 Esri Product Lifecycle Policy, June 2022

For details about the life cycle for a product, please select the product on:
http://support.esri.com/other-resources/product-life-cycle

Support Phases
The Product Lifecycle Phases are described below as well as the technical and software
support that is provided for products during each phase of the product life cycle.

There are up to four phases to the product lifecycle.

1. General Availability (all)

2. Extended (four-phase life cycles only)
3. Mature (three- and four-phase life cycles)
4. Retired (all)

Not all products will use all four phases. The following chart describe the phases associated
with each type of product.

Product Lifecycle Support Phases

General
Product Type Policy Type Extended Mature Retired
Availability
Software Calendar-based Yes Yes Yes Yes
Developers Calendar-based Yes Yes Yes Yes
SaaS Version-based Yes No No Yes
SaaS Content Version-based Yes No Yes Yes

Apps Version-based Yes No Infrequently Yes

Data Version-based Yes No No Yes

Solutions Version-based Yes No Yes Yes

To review the life cycle for a specific product, please refer to the Product Life Cycle pages and
select the product of interest. The Product Life Cycle Pages can be found at:
http://support.esri.com/other-resources/product-life-cycle

Software Products
4
 Esri Product Lifecycle Policy, June 2022

Software Products generally go through all four lifecycle phases unless otherwise noted.
Software and technical support for each phase is described below for each product.
Esri will test new environments when a product is in the General Availability phase only. An
environment refers to a combination of the following components: hardware, virtualized
systems, operating systems, RDBMS versions, compilers, and Web servers.

Software Products: ArcGIS Pro

ArcGIS Pro goes through three of the four lifecycle phases: General Availability, Matured and
Retired. Software and technical support for each phase is described below.

General Availability Phase

For products in the General Availability phase, users can expect the following:

Software Support
• Software updates & patches.
o Provided to customers to resolve significant issues discovered in the product
release and to address security issues as needed.
• New environment certification
o When a major new version of an environment is released during the General
Availability phase of an Esri product, Esri will test this new environment with the
Esri software product in the General Availability release phase and provide
updated system requirements.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab on My Esri.

5
 Esri Product Lifecycle Policy, June 2022

Users are encouraged to begin all new projects with Software Products in the General
Availability lifecycle phase and move/upgrade existing applications to these products as soon
as possible.

Mature Phase
Once ArcGIS Pro enters the Mature phase, users can expect the following:

Software Support
• Software patches
o Software patches will be made available to address security issues as needed.
• New environment certification
o Esri will not certify major new versions of an environment released during the
Mature lifecycle phase of an Esri product. Customers may use Esri software
products in the Mature lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage your cases online through the Support tab in My Esri.

Customers with products in the Mature phase should be actively upgrading their applications to
General Availability products.

Retired Phase
Once a product enters the Retired phase, the product will no longer be available, and users
can expect the following:

6
 Esri Product Lifecycle Policy, June 2022

Software Support
• Software patches
o Not available
• New environment certification
o Not available

Technical Support
• Phone and chat support
o Not available
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Although the online information will remain available to users, this information will
not be updated for retired products. However, users will be able to browse
existing documents.

Customers with products in the Retired phase should be actively upgrading their applications
to General Availability products.

Software Products: ArcGIS Desktop

Desktop software products generally go through all four lifecycle phases unless noted.
Desktop products include Desktop extensions. ArcMap, Industry focused extensions and Data
and Workflow extensions. A complete list is available at https://support.esri.com/en/other-
resources/product-life-cycle

Software and technical support for each phase is described below.

General Availability Phase

For products in the General Availability phase, users can expect the following:

Software Support
• Software patches or hot fixes
o Provided to customers to resolve significant issues discovered in the product
release.

• New environment certification

o When a major new version of an environment is released during the General
Availability phase of an Esri product, Esri will test this new environment with the
Esri software product in the General Availability release phase and provide
updated system requirements.
7
 Esri Product Lifecycle Policy, June 2022

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab on My Esri.

Users are encouraged to begin all new projects with Software Products in the General
Availability lifecycle phase and move/upgrade existing applications to these products as soon
as possible.

Extended Phase
Once a product enters the Extended lifecycle phase, users can expect the following:

Software Support
• Software patches and hot fixes
o Provided to customers to resolve significant issues discovered in a product
release.

• New environment certification

o Esri will not certify major new versions of an environment during the Extended
lifecycle phase of an Esri product. Customers may use Esri software products in
the Extended lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support

8
 Esri Product Lifecycle Policy, June 2022

o Available to Esri customers with current maintenance or paid support

subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Existing customers contemplating moving/upgrading their environment should also consider

upgrading their Esri product to a version that is currently in the General Availability Phase.
Customers with products in the Extended phase are encouraged to start planning their
move/upgrade to a General Availability product as soon as possible.

Mature Phase
Once a product enters the Mature phase, users can expect the following:

Software Support
• Software patches and hot fixes
o Esri will provide no further patches and hot fixes for products (including Service
Packs) that have reached the Mature phase.
• New environment certification
o Esri will not certify major new versions of an environment released during the
Mature lifecycle phase of an Esri product. Customers may use Esri software
products in the Mature lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
9
 Esri Product Lifecycle Policy, June 2022

o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage your cases online through the Support tab in My Esri.

Customers with products in the Mature phase should be actively upgrading their applications to
General Availability products.

Retired Phase
Once a product enters the Retired phase, the product will no longer be available, and users
can expect the following:

Software Support
• Software patches or hot fixes
o Not available
• New environment certification
o Not available

Technical Support
• Phone and chat support
o Not available
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Although the online information will remain available to users, this information will
not be updated for retired products. However, users will be able to browse
existing documents.

Customers with products in the Retired phase should be actively upgrading their applications
to General Availability products.

Software Products: ArcGIS Enterprise

Software Products generally go through all four lifecycle phases unless noted as in the case of
short-term support releases of ArcGIS Enterprise. Enterprise products include ArcGIS Server,
Portal for ArcGIS, ArcGIS Data Store, ArcGIS Web Adaptor and GIS Server Extensions. A
complete list is available at https://support.esri.com/en/other-resources/product-life-cycle
10
 Esri Product Lifecycle Policy, June 2022

Software and technical support for each phase is described below.

ArcGIS Enterprise versions are designated as a short-term support (STS) release or long-term
support release (LTS) at the time they are made available. Short-term support releases will
follow a three-phase lifecycle. Long-term support releases will follow a four-phase lifecycle.

General Availability Phase

For products in the General Availability phase, users can expect the following:

Software Support
• Software patches or hot fixes
o Provided to customers to resolve significant issues discovered in the product
release.
• New environment certification
o When a major new version of an environment is released during the General
Availability phase of a long-term support release of an Esri product, Esri will test
this new environment with the Esri software product in the General Availability
release phase and provide updated system requirements.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab on My Esri.

Users are encouraged to begin all new projects with Software Products in the General
Availability lifecycle phase and move/upgrade existing applications to these products as soon
as possible.

11
 Esri Product Lifecycle Policy, June 2022

Extended Phase
Once a product enters the Extended lifecycle phase, users can expect the following:

Software Support
• Software patches and hot fixes
o Provided to customers to resolve significant issues discovered in a product
release.
• New environment certification
o Esri will not certify major new versions of an environment during the Extended
lifecycle phase of an Esri product. Customers may use Esri software products in
the Extended lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Existing customers contemplating moving/upgrading their environment should also consider

upgrading their Esri product to a version that is currently in the General Availability Phase.
Customers with products in the Extended phase are encouraged to start planning their
move/upgrade to a General Availability product as soon as possible.

Mature Phase
Once a product enters the Mature phase, users can expect the following:

Software Support
• Software patches and hot fixes

12
 Esri Product Lifecycle Policy, June 2022

o Esri will provide no further patches and hot fixes for products (including Service
Packs) that have reached the Mature phase.
• New environment certification
o Esri will not certify major new versions of an environment released during the
Mature lifecycle phase of an Esri product. Customers may use Esri software
products in the Mature lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage your cases online through the Support tab in My Esri.

Customers with products in the Mature phase should be actively upgrading their applications to
General Availability products.

Retired Phase
Once a product enters the Retired phase, the product will no longer be available, and users
can expect the following:

Software Support
• Software patches or hot fixes
o Not available
• New environment certification
o Not available

Technical Support
• Phone and chat support
o Not available
13
 Esri Product Lifecycle Policy, June 2022

• Esri Online Support Center

o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Although the online information will remain available to users, this information will
not be updated for retired products. However, users will be able to browse
existing documents.

Customers with products in the Retired phase should be actively upgrading their applications
to General Availability products.

Developers
Developer technologies have four lifecycle phases unless mentioned specifically. Support for
each phase is described below.

General Availability Phase

For products in the General Availability phase, users can expect the following:

Software Support
• Software patches
o Patches may be provided to resolve critical issues discovered in a product
release.
• Hotfixes
o May be provided to customers to resolve significant issues discovered in a
product release.
• New environment certification
o When a major new version of an environment is released during the General
Availability phase of an Esri product, Esri will test this new environment with
the Esri software product in the General Availability release phase and
provide updated system requirements.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.

14
 Esri Product Lifecycle Policy, June 2022

 Outside the USA: through an Esri International Distributor. Customers

should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Extended Support Phase

Once a product enters the Extended lifecycle phase, users can expect the following.

Software Support
• Software patches
o Patches may be provided to resolve critical issues discovered in a product
release.
• Hotfixes
o May be provided to customers to resolve significant issues discovered in a
product release.
• New environment certification
o Esri will not certify major new versions of an environment during the Extended
lifecycle phase of an Esri product. Customers may use Esri software products in
the Extended lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
15
 Esri Product Lifecycle Policy, June 2022

o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Mature Phase
Once a product enters the Mature phase, users can expect the following:

Software Support
• Software patches and hot fixes
o Esri will provide no further patches and hot fixes for products (including Service
Packs) that have reached the Mature phase.
• New environment certification
o Esri will not certify major new versions of an operating system released during
the Mature lifecycle phase of an Esri product. Customers may use Esri software
products in the Mature lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Customers with products in the Mature phase should be actively upgrading their applications to
General Availability products.

Retired Phase
Once a product enters the Retired phase, the product will no longer be available, and users
can expect the following:

16
 Esri Product Lifecycle Policy, June 2022

Technical Support
• Phone, email, and chat support
o Not available
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information through
several content repositories such as the knowledge base, product documentation,
web help, software updates and patches, blog posts, product announcements, Esri
Community, and more.
o Although the online information will remain available to users, this information will
not be updated for retired products. However, users will be able to browse existing
documents.
Customers with products in the Retired phase should be actively upgrading their applications
to General Availability products.

ArcGIS API for JavaScript

General Availability Phase
For products in the General Availability phase, users can expect the following:

Software Support
• Software patches may be provided to resolve critical issues discovered in a release
or associated with updates to supported browsers.

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

17
 Esri Product Lifecycle Policy, June 2022

Extended Support Phase

Once a product enters the Extended lifecycle phase, users can expect the following.

Software Support
• Software patches may be provided to resolve critical issues discovered in a release
or associated with updates to supported browsers.

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Mature Phase
Once a product enters the Mature phase, users can expect the following:

Software Support
• Software patches and hot fixes
o In rare circumstances, software patches may be provided to resolve critical
issues discovered in a release or associated with updates to supported
browsers.

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center

18
 Esri Product Lifecycle Policy, June 2022

o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.
Customers with products in the Mature phase should be actively upgrading their applications to
General Availability products.

Retired Phase
Once a product enters the Retired phase, the product will no longer be available, and users
can expect the following:

Technical Support
• Phone, email, and chat support
o Not available
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Although the online information will remain available to users, this information
will not be updated for retired products. However, users will be able to browse
existing documents.

Customers with products in the Retired phase should be actively upgrading their applications
to General Availability products.

SaaS Products: ArcGIS Online

The ArcGIS Online lifecycle generally has two phases, some hosted components, such as the
Configurable Application Templates* have four phases. Software and technical support for
each phase is described below.

General Availability Phase

For ArcGIS Online in the General Availability phase, users can expect the following:

ArcGIS Online Support

• ArcGIS Online
o Actively maintained and updated
• When appropriate, customers will be notified at least six months in advance before any
ArcGIS Online Components are retired.
19
 Esri Product Lifecycle Policy, June 2022

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Extended Support Phase*

Once a Configurable Application Template enters the Extended lifecycle phase, users can
expect the following:

Software Support
• Software patches and hot fixes
o Provided to customers to resolve significant issues discovered in a product
release.
• New environment certification
o Esri will not certify major new versions of an environment released during the
Extended lifecycle phase of an Esri product. Customers may use Esri software
products in the Extended lifecycle phase with new environments, but Esri does
not guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center

20
 Esri Product Lifecycle Policy, June 2022

o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Existing customers contemplating moving/upgrading their environment should also consider

upgrading their Esri product to a version that is currently in the General Availability Phase.
Customers with products in the Extended phase are encouraged to start planning their
move/upgrade to a General Availability product as soon as possible.

Mature Support Phase*

Once a Configurable Application Template hosted in ArcGIS Online enters the Mature Phase,
users can expect the following:

Software Support
• Software patches and hot fixes
o Esri will provide no further patches and hot fixes for products (including Service
Packs) that have reached the Mature phase.
• New environment certification
o Esri will not certify major new versions of an environment released during the
Mature lifecycle phase of an Esri product. Customers may use Esri software
products in the Mature lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage your cases online through the Support tab in My Esri.

21
 Esri Product Lifecycle Policy, June 2022

Customers with products in the Mature phase should be actively upgrading their applications to
General Availability products.

Retired Phase
Services have been removed from ArcGIS Online, and the services are no longer available or
supported.

Online Service Support

• Online Service
o Will no longer be available.
• If reasonable under the circumstances, customers will be notified at least three
months in advance before any Online Services are moved to the Retired phase.

Technical Support
• Phone and chat support
o Not available
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Although the online information will remain available to users, this information
will not be updated for retired products. However, users will be able to browse
existing documents.

SaaS Content Services

Key Esri hosted SaaS/Online Content Services (e.g. basemap services, demographic map
services, geocoding services, GeoEnrichment services etc.) generally have three lifecycle
phases. Technical support for each phase is described below.

General Availability Phase

For Online Services products in the General Availability phase, users can expect the following:

New online content services are frequently added to the content offered by Esri.

Online Service Support

• Online Services are actively maintained and updated
• When an update to or a new online content service is released during the General
Availability phase, we validate availability and functionality of the service within ArcGIS.

22
 Esri Product Lifecycle Policy, June 2022

• Esri’s general policy when planning to retire a content service is to transition the service to
the Mature Support phase for at least 6 months or as reasonable, before it discontinues or
retires the service, to allow users a chance to migrate or update their web maps and
applications.

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base,
documentation, web help, blog posts, announcements, Esri Community, and
more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Mature Support Phase

Esri’s general policy when planning to retire a content service is to transition the service to the
Mature Support phase for at least 6 months or as reasonable, before it discontinues or retires
the service, to allow users a chance to migrate or update their web maps and applications.
Once a service enters the Mature Support phase, users can expect that:
• Esri will make the service available for a limited time but will now indicate when it plans
to retire or discontinue the service.
o Such notice shall be provided, as reasonable, with the estimated retirement date
or month in this document and/or in a blog, as appropriate.
• The service will no longer be maintained or updated, and
• A suitable replacement of the service will be offered, if available.

Esri will make a reasonable effort to identify Esri published maps and layers using the service
as Mature Support.

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
23
 Esri Product Lifecycle Policy, June 2022

 Outside the USA: through an Esri International Distributor. Customers

should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base,
documentation, web help, blog posts, announcements, Esri Community, and
more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage your cases online through the Support tab in My Esri.

Customers using online content services in the Mature Support phase should be actively
upgrading their applications to use online content services in General Availability.

Retired Phase
Once an online content service enters the Retired Phase, it will have been removed from
ArcGIS Online, and the service and any maps, layers, or apps accessing the service are no
longer available or supported.

Online Service Support

o Online Service will no longer be available
o If reasonable under the circumstances, customers will be notified at least six months
in advance before any Online Services are moved to the Retired phase.
o Esri will make a reasonable effort prior to retirement to identify Esri published maps
and layers using the service as Mature Support.

Technical Support
• Phone and chat support
o Not available
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
documentation, web help, blog posts, announcements, Esri Community, and
more.
o Although the online information may remain available to users, this
information will not be updated or accurate for retired products.

Apps
Esri Apps generally have two or three lifecycle phases. Apps include Web Apps, Mobile Apps,
Plug-in Apps, App Builders and more. A complete list of Apps is available at
https://support.esri.com/en/other-resources/product-life-cycle.

24
 Esri Product Lifecycle Policy, June 2022

Support for each phase is described below.

General Availability Phase

For products in the General Availability phase, users can expect the following:

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Mature Phase
Once a product enters the Mature phase, users can expect the following:

Software Support
• Software patches and hot fixes
o Esri will provide no further patches and hot fixes for products (including Service
Packs) that have reached the Mature phase.
• New environment certification
o Esri will not certify major new versions of an environment released during the
Mature lifecycle phase of an Esri product. Customers may use Esri software
products in the Mature lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
25
 Esri Product Lifecycle Policy, June 2022

 Outside the USA: through an Esri International Distributor. Customers

should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Customers with products in the Mature phase should be actively upgrading their applications to
General Availability products.

Retired Phase
Once a product enters the Retired phase, the product will no longer be available, and users
can expect the following:

Technical Support
• Phone, email, and chat support
o Not available
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information through
several content repositories such as the knowledge base, product documentation,
web help, software updates and patches, blog posts, product announcements, Esri
Community, and more.
o Although the online information will remain available to users, this information will
not be updated for retired products. However, users will be able to browse existing
documents.
Customers with products in the Retired phase should be actively upgrading their applications
to General Availability products.

26
 Esri Product Lifecycle Policy, June 2022

Data Products
Data Products generally have only two lifecycle phases. Software and technical support for
each phase is described below.

General Availability Phase

For products in the General Availability phase, users can expect the following:

Data Support
• Data updates
o Availability of updates is determined by the update program offered for each
data product. Check the data product information page for details.

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Retired Phase
A data product is in the Retired phase immediately after the general availability of a new
version unless otherwise stated.

Once a product enters the Retired phase, the product will no longer be available, and users
can expect the following:

Data Support
Data updates
• Customers can upgrade to the General Availability product.

Technical Support
• Phone, email, and chat support
27
 Esri Product Lifecycle Policy, June 2022

o Not available
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Although the online information will remain available to users, this information
will not be updated for retired products. However, users will be able to browse
existing documents
Customers with products in the Retired phase should be actively upgrading their data products
to General Availability products.

ArcGIS Solutions
ArcGIS Solutions have three lifecycle phases. These include Industry specific Maps and Apps,
Esri Geoportal Server, ArcGIS Indoors, and Esri CityEngine. A complete list is available at
https://support.esri.com/en/other-resources/product-life-cycle

Support for each phase is described below.

General Availability Phase

For ArcGIS Solutions in the General Availability phase, users can expect the following:

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

28
 Esri Product Lifecycle Policy, June 2022

Mature Phase
Once an ArcGIS Solution enters the Mature phase, users can expect the following:

Software Support
• Software patches and hot fixes
o Esri will provide no further patches and hot fixes for products (including Service
Packs) that have reached the Mature phase.
• New environment certification
o Esri will not certify major new versions of an environment released during the
Mature lifecycle phase of an Esri product. Customers may use Esri software
products in the Mature lifecycle phase with new environments, but Esri does not
guarantee that the product will work with these environments.

Please review details about the supported environment policy here:

https://support.esri.com/en/white-paper/3521

Technical Support
• Phone, email, and chat support
o Available to Esri customers with current maintenance or paid support
subscriptions
 In the USA: between 5:00 a.m. and 5:00 p.m. (PST) Monday through
Friday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
• Esri Online Support Center
o Users can use the Support website to find answers to questions and solutions to
technical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, product
documentation, web help, software updates and patches, blog posts, product
announcements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a case
through the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

Customers with ArcGIS Solutions in the Mature phase should be actively upgrading to General
Availability products.

Retired Phase
Once an ArcGIS Solution enters the Retired phase, it will no longer be available, and users
can expect the following:

Technical Support
• Phone, email, and chat support
o Not available
• Esri Online Support Center
29
 Esri Product Lifecycle Policy, June 2022

o Users can use the Support website to find answers to questions and solutions
to technical issues. The website provides access to support-related
information through several content repositories such as the knowledge base,
product documentation, web help, software updates and patches, blog posts,
product announcements, Esri Community, and more.
o Although the online information will remain available to users, this information
will not be updated for retired products. However, users will be able to browse
existing documents.
Customers with ArcGIS Solutions in the Retired phase should be actively upgrading to General
Availability products.

Transition Announcements
Esri will announce product life cycle support transitions on its Product Life Cycle pages. Esri
may also announce transitions outside of a specific release event.

Life Cycle Support Status for Esri Products

The life cycle support status for all Esri software products can be found at
http://support.esri.com/en/content/productlifecycles.

30