June 2024

Esri Product Life Cycle
Support Policy

Table of Contents
Esri Product Life cycle Support Policy Overview

3

Policy Type3•

Calendar-based product life cycle

3•

Version-based product life cycle3

Support Phases•

Product Life cycle Support Phases

Software Products

4
4
5

•

Software Products: ArcGIS Pro

5•

Software Products: ArcGIS Desktop

7•

Software Products: ArcGIS Enterprise

11

Developers•

ArcGIS API for JavaScript

SaaS & PaaS Products: ArcGIS Online & ArcGIS Platform•

Deprecation Announcement*•

Retirement Date

14
17
19

SaaS Content Services

20

Apps

23

Data Products

25

ArcGIS Solutions

27

Transition Announcements

29Life Cycle Support Status for Esri Products29Esri Product Life Cycle Policy, June 2024

Esri Product Life Cycle Support Policy Overview
The Esri Product Life Cycle Support Policy provides customers with information about the levelof technical and software support Esri will offer throughout the lifespan of a software product.
The Esri Product Life cycle is a progression of phases starting with the initial release of a newsoftware product (or the latest version) and ending with the retirement of that version. Each
phase includes specific, yet distinct, technical and software support.
Esri's product life cycle support policy is structured according to the Product Type, which
includes categories such as Apps, SaaS, Developers, Software, and Solutions. The policy
specifies whether support is Calendar-based or Version-based and determines the number ofSupport phases (Two, Three, or Four) that each product will follow based on its type.

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 Versionbased.

Product TypeSuch as Apps,
SaaS, Developers,
Software, andSolutions.

Support Phases
Two, Three, or Four
Phase.
3Esri Product Life Cycle Policy, June 2024

For details about the life cycle for a product, please select the product on the Support site, andthen click on ‘Explore product life cycle’.

Support Phases

The Product Life cycle Phases, along with the technical and software support provided for
products during each phase, are described below. There are up to four phases to the productlife cycle.
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 describes the phases associatedwith each type of product.
Product Life cycle Support Phases
Product Type

Policy Type

GeneralAvailability

Extended

MatureRetiredSoftwareCalendar-based

Yes

VariesYes

Yes

Developers

Calendar-based

Yes

Varies

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 andselect the product of interest. The Product Life Cycle Pages can be found here.

4Esri Product Life Cycle Policy, June 2024

Software Products
Software products typically progress through all four life cycle phases unless specified
otherwise. Below is a comprehensive overview of the software and technical support available
for each phase. Esri conducts testing of new environments exclusively during the General
Availability phase. An environment encompasses a combination of components including
hardware, virtualized systems, operating systems, RDBMS versions, compilers, and Web
servers.

Software Products: ArcGIS Pro
ArcGIS Pro goes through three of the four life cycle phases: General Availability, Matured, andRetired. The software and technical support available for each phase are 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 productrelease and to address security issues as needed.
New environment certification
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 its General Availability phase and provide updated
system requirements.

Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
5Esri Product Life Cycle Policy, June 2024

o Users can reach out directly to Esri Support at any time by submitting a casethrough the Request Case web form.
o Users can manage their cases online through the Support tab on My Esri.
Users are encouraged to start new projects with Software Products in the General Availability
phase and upgrade existing applications to these products promptly.

Mature Phase

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

Software Support••

Software patcheso Esri will provide no further patches for products (including Service Packs) thathave reached the Mature phase.
New environment certificationo Esri will not certify major new versions of an environment released during the
Mature life cycle phase of an Esri product. Customers may use Esri software
products in the Mature life cycle phase with new environments, but Esri does notguarantee that the product will work with these environments.

Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a casethrough 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
products in the General Availability phase.

6Esri Product Life Cycle Policy, June 2024

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 patcheso Not available
New environment certificationo Not available

Technical Support••

Phone and chat support
o Not available
Esri Online Support Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, 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 products in the General Availability phase.

Software Products: ArcGIS Desktop
Desktop software products go through all four life cycle phases unless specified otherwise.
Desktop products include ArcMap, Desktop extensions, Industry-focused extensions, and Dataand Workflow extensions. A complete list is available here.
The software and technical support for each phase are 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 productrelease.
7

Esri Product Life Cycle Policy, June 2024•

New environment certificationo 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 its General Availability phase and provide updated
system requirements.

Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a casethrough the Request Case web form.
o Users can manage their cases online through the Support tab on My Esri.

Users are encouraged to start new projects with Software Products in the General Availability
phase and upgrade existing applications to these products promptly.

Extended Phase

Once a product enters the Extended life cycle phase, users can expect the following:

Software Support•

Software patches and hotfixes
o Provided to customers to resolve significant issues discovered in a productrelease.

•New environment certificationo Esri will not certify major new versions of an environment during the Extended life
cycle phase of an Esri product. Customers may use Esri software products in the
Extended life cycle phase with new environments, but Esri does not guaranteethat the product will work with these environments.

Please review details about the Supported Environment Policy here.

8Esri Product Life Cycle Policy, June 2024

Technical Support••

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

Customers with products in the Extended phase are encouraged to plan their move to
Software Products in the General Availability phase and upgrade existing applications to theseproducts promptly.

Mature Phase

Once ArcGIS Desktop 10.8.x enters the Mature phase, the product will no longer beavailable, and users can expect the following:

Software Support••

Software patches and hotfixes
o Esri will provide no further patches and hotfixes for products (including Service
Packs) that have reached the Mature phase with the following exception for
ArcMap 10.8.x:
 NOTE: ArcMap 10.8.x entered the mature support phase on March 1,2024. During this phase, Esri will no longer provide functionality-based
patches or hotfixes. Please note that 10.8.x is the final series of releases
for ArcMap, and there are no plans for additional releases in the future.
However, Esri may, at its discretion, attempt to address critical, exploitablesecurity vulnerabilities if commercially and technically feasible during themature support phase. It is important to be aware that ArcMap is an aging
software that includes several third-party components with limited support.
Consequently, there may be limitations on what Esri can address. Esri
strongly encourages users to transition to ArcGIS Pro as soon as possible.
New environment certificationo Esri will not certify major new versions of an environment released during the
Mature life cycle phase of an Esri product. Customers may use Esri software
products in the Mature life cycle phase with new environments, but Esri does notguarantee that the product will work with these environments.
9Esri Product Life Cycle Policy, June 2024

Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a casethrough 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 are encouraged to plan their move to Software
Products in the General Availability phase and upgrade existing applications to these products
promptly.

Retired Phase

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

Software Support••

Software patches or hot fixes
o Not available
New environment certificationo Not available

Technical Support••

Phone and chat support
o Not available
Esri Online Support Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
10Esri Product Life Cycle Policy, June 2024

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 that have Retired should be actively upgrading their applications toSoftware Products in the General Availability phase and upgrade existing applications to theseproducts promptly.

Software Products: ArcGIS Enterprise
Software Products go through all four life cycle phases unless noted as in the case of shortterm support releases of ArcGIS Enterprise. Enterprise products include ArcGIS Server, Portal
for ArcGIS, ArcGIS Data Store, ArcGIS Web Adaptor, and ArcGIS Enterprise Extensions. A
complete list is available here.
The software and technical support available for each phase are described below.
ArcGIS Enterprise versions are designated as short-term support (STS) releases or long-term
support releases (LTS) at the time they are made available. Short-term support releases will
follow a three-phase life cycle. Long-term support releases will follow a four-phase life cycle.

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 productrelease.
New environment certificationo 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.

Technical Support•

Phone, email, and chat supporto 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 throughFriday to U.S. customers only.
 Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
11Esri Product Life Cycle Policy, June 2024•

Esri Online Support Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a casethrough 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 life cycle phase and move/upgrade existing applications to these products as soon
as possible.

Extended Phase

Once a product enters the Extended life cycle phase, users can expect the following:

Software Support••

Software patches and hot fixes
o Provided to customers to resolve significant issues discovered in a productrelease.
New environment certificationo Esri will not certify major new versions of an environment during the Extended life
cycle phase of an Esri product. Customers may use Esri software products in the
Extended life cycle phase with new environments, but Esri does not guaranteethat the product will work with these environments.

Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a casethrough the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.
12Esri Product Life Cycle Policy, June 2024

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 plan their move to
Software Products in the General Availability phase and upgrade existing applications to theseproducts promptly.

Mature Phase

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

Software Support••

Software patches and hotfixes
o Esri will provide no further patches and hotfixes for products (including Service
Packs) that have reached the Mature phase.
New environment certificationo Esri will not certify major new versions of an environment released during the
Mature life cycle phase of an Esri product. Customers may use Esri software
products in the Mature life cycle phase with new environments, but Esri does notguarantee that the product will work with these environments.

Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a casethrough 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 are encouraged to plan their move to Software
Products in the General Availability phase and upgrade existing applications to these products
promptly.

13

Esri Product Life Cycle Policy, June 2024

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 certificationo Not available

Technical Support••

Phone and chat support
o Not available
Esri Online Support Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, 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 that have Retired should be actively upgrading their applications toSoftware Products in the General Availability phase and upgrade existing applications to theseproducts promptly.

Developers
Developer technologies have four life cycle phases unless mentioned specifically. Support foreach phase is described below.

General Availability Phase

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

Software Support•••

Software patcheso Patches may be provided to resolve critical issues discovered in a productrelease.
Hotfixes
o May be provided to customers to resolve significant issues discovered in a
product release.
New environment certification
14

Esri Product Life Cycle Policy, June 2024

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 andprovide updated system requirements.
Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero 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 casethrough 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 life cycle phase, users can expect the following.

Software Support•••

Software patcheso Patches may be provided to resolve critical issues discovered in a productrelease.
Hotfixes
o May be provided to customers to resolve significant issues discovered in a
product release.
New environment certificationo Esri will not certify major new versions of an environment during the Extended life
cycle phase of an Esri product. Customers may use Esri software products in the
Extended life cycle phase with new environments, but Esri does not guaranteethat the product will work with these environments.

Please review details about the Supported Environment Policy here.

Technical Support•

Phone, email, and chat support
15

Esri Product Life Cycle Policy, June 2024•

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 throughFriday 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 Centero 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 casethrough 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 certificationo Esri will not certify major new versions of an operating system released during
the Mature life cycle phase of an Esri product. Customers may use Esri software
products in the Mature life cycle phase with new environments, but Esri does notguarantee that the product will work with these environments.

Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
16Esri Product Life Cycle Policy, June 2024

o Users can reach out directly to Esri Support at any time by submitting a casethrough the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.
Customers with products on the Mature phase should be actively upgrading their applications
to Software Products in the General Availability phase and upgrade existing applications tothese products promptly.

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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information throughseveral 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 Software Products in the General Availability phase.

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 releaseor associated with updates to supported browsers.

Technical Support•

Phone, email, and chat supporto 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 throughFriday to U.S. customers only.
17Esri Product Life Cycle Policy, June 2024

Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
Esri Online Support Centero 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 casethrough 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 life cycle phase, users can expect the following.

Software Support•

Software patches may be provided to resolve critical issues discovered in a releaseor associated with updates to supported browsers.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero 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 casethrough 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 criticalissues discovered in a release or associated with updates to supported
browsers.
18Esri Product Life Cycle Policy, June 2024

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero 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 casethrough 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 toGeneral 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 Centero 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 & PaaS Products: ArcGIS Online & ArcGIS Platform
The ArcGIS Online and Platform life cycle policy provides customers with information
regarding the availability and life cycle of components delivered through Esri’s SaaS and PaaS
19

Esri Product Life Cycle Policy, June 2024

products. The ArcGIS Online/Platform life cycle policy is a description of two phases thatencompass a software component's existence, starting with the initial release of thecomponent (General availability) and moving to the Retired phase when a component reaches
the end.
Components included in ArcGIS Online and Platform products can reach the end of their life
cycle for several reasons, including superseding features, evolving security requirements,
product obsolescence, market demands, and technology innovation. The ArcGIS Online andPlatform life cycle policy provides clear expectations and communications as the component
advances through its life.
By default, ArcGIS Online and Platform components inherit their SaaS or PaaS product’s life
cycle status. When a component is approaching a status change, a deprecation*
announcement is used to communicate the intent to retire and remove access to thecomponent well in advance (at least 90 days) of a change to the life cycle phase. The
component is then documented as deprecated on the ArcGIS Online and Platform Product Life
Cycle web page. Components that have a deprecation notice are still in the General
Availability phase.

General Availability

For SaaS and PaaS components in General Availability, users can access and use thesoftware.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero 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 casethrough 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 components in the General Availability
phase and move/upgrade existing applications and workflows to these components as soon as
possible.

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Esri Product Life Cycle Policy, June 2024

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 patcheso Not available.

Technical Support•

Phone, email, and chat support
o Not available

Deprecation Announcement*

Deprecation announcement will communicate the planned discontinuation of a specificcomponent. The component mentioned will continue to be in General Availability and eligible
for tech support and patching. The deprecation announcement will include steps for transition
and migration and a roadmap towards retirement. The deprecation announcement should
precede the Retirement date by 90 days

Retirement Date

The retirement date indicates the date when an ArcGIS Online or ArcGIS Platform component
will be removed. Users will no longer be able to access capabilities provided through services
and apps after the Retirement date. Tech Support will no longer be available for components
after the Retirement date.

SaaS Content Services
Key Esri-hosted SaaS/Online Content Services (e.g., Basemap services, Demographic map
services, Geocoding services, GeoEnrichment services) have three life cycle 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, Esri validates the availability and functionality of the service within
ArcGIS.
21

Esri Product Life Cycle Policy, June 2024•

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

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical 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, andmore.
o Users can reach out directly to Esri Support at any time by submitting a casethrough 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 plansto retire or discontinue the service.
o Such notice shall be provided, as reasonable, with the estimated retirement dateor month in this document and/or in a blog, as appropriate.
The service will no longer be maintained or updated, andA 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 supporto 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 throughFriday to U.S. customers only.
22Esri Product Life Cycle Policy, June 2024

Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
Esri Online Support Centero Users can use the Support website to find answers to questions and solutions totechnical 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, andmore.
o Users can reach out directly to Esri Support at any time by submitting a casethrough 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 fromArcGIS Online, and the service and any maps, layers, or apps accessing the service are nolonger 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 Centero 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, andmore.
o Although the online information may remain available to users, thisinformation will not be updated or accurate for retired products.

Apps
Esri Apps have two or three life cycle phases. Apps include Web Apps, Mobile Apps, Plug-in
Apps, App Builders, and more. A complete list is available here.
23Esri Product Life Cycle Policy, June 2024

The 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 supporto 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 throughFriday 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 Centero 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 casethrough 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 certificationo Esri will not certify major new versions of an environment released during the
Mature life cycle phase of an Esri product. Customers may use Esri software
products in the Mature life cycle phase with new environments, but Esri does notguarantee that the product will work with these environments.

Please review details about the Supported Environment Policy here.

Technical Support•

Phone, email, and chat supporto 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 throughFriday to U.S. customers only.
24Esri Product Life Cycle Policy, June 2024

Outside the USA: through an Esri International Distributor. Customers
should contact their local distributors for support hours and options.
Esri Online Support Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a casethrough 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 toGeneral 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information throughseveral 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.

Data Products
Data Products have only two life cycle phases. Software and technical support for each phaseis described below.

General Availability Phase

For products in the General Availability phase, users can expect the following:25

Esri Product Life Cycle Policy, June 2024

Data Support•

Data updateso Availability of updates is determined by the update program offered for eachdata product. Check the data product information page for details.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero 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 casethrough 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 newversion 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
o Not available
Esri Online Support Centero 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.

26

Esri Product Life Cycle Policy, June 2024

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 life cycle phases. These include industry-specific Maps and Apps,
ArcGIS IPS, ArcGIS Indoors, etc. A complete list is available here.
The following provides a detailed overview of the support available for each phase.

General Availability Phase

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

Phone, email, and chat supporto 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 throughFriday 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 Centero 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 casethrough the Request Case web-form.
o Users can manage their cases online through the Support tab in My Esri.

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 certification27

Esri Product Life Cycle Policy, June 2024

o Esri will not certify major new versions of an environment released during the
Mature life cycle phase of an Esri product. Customers may use Esri software
products in the Mature life cycle phase with new environments, but Esri does notguarantee that the product will work with these environments.
Please review details about the Supported Environment Policy here.

Technical Support••

Phone, email, and chat supporto 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 throughFriday 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 Centero Users can use the Support website to find answers to questions and solutions totechnical issues. The website provides access to support-related information
through several content repositories such as the knowledge base, productdocumentation, web help, software updates and patches, blog posts, productannouncements, Esri Community, and more.
o Users can reach out directly to Esri Support at any time by submitting a casethrough 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 Centero 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.

28

Esri Product Life Cycle Policy, June 2024

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 here.

29