For desktop apps, we support our current apps and the previous major version of each. For web and mobile apps, we support only the current version. Some apps are no longer available to download and use, and there is no support available for them. The current and previous version of the available products are supported. For example, for Adobe Captivate, the currently supported versions are Captivate and Captivate Classic. For all server products (that is, RoboHelp Server & FrameMaker Publishing Server), there are specific dates as to when support is provided.
Supported Desktop Apps: Current and Previous Major Versions
Desktop applications fall under the policy of supporting the current version along with the previous major release. This means that if you are using the latest release, you are covered, and if you are using the immediately preceding major version, you are also covered. This approach helps ensure compatibility with recent workflows while providing a safety net for users who have not yet upgraded.
Examples include the policy applied to Adobe Captivate, where the supported versions are Captivate and Captivate Classic. Users on these versions can access assistance, patches, and compatibility guidance as part of standard support channels.
Web and Mobile Apps: Current Version Only
For web and mobile applications, support is restricted to the current version. This aligns with the fast-evolving nature of cloud-based and mobile ecosystems, where older iterations may not receive ongoing security updates or feature compatibility improvements.
If you are using a web or mobile app, ensure you are on the latest release to receive full support services, including troubleshooting, updates, and access to new features.
End-of-Life and Discontinued Apps
Some apps are no longer available to download and use, and there is no support available for them. It is important to consult current product lifecycle information to determine whether a particular app is active or has reached end-of-life. The policy prioritizes supported, actively maintained products to streamline help resources and ensure security.
Server Products: RoboHelp Server and FrameMaker Publishing Server
For all server products, there are specific dates as to when support is provided. Administration, maintenance, and patching timelines are typically defined by product lifecycle milestones and may vary by version. It is essential to verify the exact support window for your server product version to ensure continued assistance and compatibility.
Practical Guidance for Users
• Confirm whether your desktop app is on the current or immediately preceding major version to determine coverage. Planning upgrades around major releases helps maintain support continuity.
• For web and mobile apps, prioritize staying on the current version to benefit from ongoing support and security updates. Regularly check for updates through your app store or CC desktop app.
• If you rely on a server product, review the official lifecycle dates for RoboHelp Server and FrameMaker Publishing Server to understand the support window and plan migrations accordingly. Lifecycle awareness reduces risk of unsupported configurations.
