Product End-of-Life Planning
|Major Release||Minor Release||GA Generally Available||Retired||End of Life|
|6.4||June 2017||December 2018||June 2020|
|6.5||January 2018||July 2019||January 2021|
|7.0||7.0||April 2018||October 2019||April 2021|
|7.1||November 2018||May 2020||Nov 2021|
|7.2||June 2019||January 2021||June 2022|
Versions prior to Talend 6 have reached End of Life.
Product Support Lifecycle:
GA Generally Available Software:
End of Life Software:
|1-Blocker (S1)||2-Critical (S2)||3-Major (S3)||4-Minor (S4)|
|Summary||Software is completely unusable||Use of the software is significantly degraded||Non-critical loss of software functionality||General usage question|
|Description||A production system is down or rendered unusable with no available workaround. Business operations have been halted or substantially impacted.||A production system is functioning with significantly reduced capacity and no available workaround. Business operations can continue in a limited fashion.
For development environments, an error is blocking further development work and putting a significant milestone or deadline at risk.
|Partial, non-critical loss of software functionality. Usage of software is impaired but business operations can continue.||A general usage or how-to question.
An error is cosmetic in nature or has minimal impact on business operations.
Support Level Agreement
|Talend is committed to offering Support Services to its customers based on the response time guidelines indicated in the Response Time Table below. Response time depends on the support level (as further described below, “Gold”, “Platinum” or “Mission Critical”, collectively, as applicable, the “Support Level”) that Customer has purchased and for which appropriate fees have been paid as set forth on an applicable Order Form. Talend addresses problem resolutions through a number of mechanisms, including defining workarounds, developing Patches, or through an upcoming GA Software release based on issue severity and priority. If a defect is identified in GA Software, it will be logged by Talend Customer Services personnel, who will then coordinate with the development team to address the issue.||Scheduling of the defect resolution will be based on severity and priority. At Talend’s discretion, a Service Pack may be delivered, in cases of high severity or significant impact to multiple customers, where a workaround is not available.
If at any time, you feel that you are not receiving a level of service that meets your expectations, you may ask to have your case escalated or ask to be contacted by Talend Customer Service management. Any Customer requested escalation receives direct management attention and consideration. Talend Customer Service personnel are committed to ensuring that you receive the quality support necessary to be successful.
Response Time Table
|Recommended for:||Development & Support environments||Development & Production environments||Production environments|
|Phone Availability||N/A||Regional Business Hours (Japan excluded)||24x7x365: Severity 1 (English only)|
|Web Ticket Acknowledgment (Severity 1 issues)*||4 hours||2 hours||1 hour|
|Phone Ticket Acknowledgment (Severity 1 issues)*||N/A||2 hours||1 hour|
|1-Blocker (S1)||1 day||4 hours||2 hours|
|2-Critical (S2)||2 days||8 hours||8 hours|
|3-Major (S3)||5 days||5 days||5 days|
* Talend will respond to Severity 1 issues communicated via web tickets or voice mails left on the Talend support hotline within the number of response time hours stated in the table above. Gold Support Level customers are not eligible for phone support.
Regional Business Hours
Talend Support is available Monday through Friday during regional business hours, excluding local holidays. After-hours support for severity 1 issues is available to Mission Critical customers by contacting Talend’s support hotline.
6am to 5pm Pacific
Standard Time (PST)
East, and Africa
9am to 7pm Central
European Time (CET)
9am to 5pm China
Standard Time (CST)
9am to 5pm Japan
Standard Time (JST)
9am to 5pm Australian
Eastern Time (AEST)
Support Coverage Statement
As per Talend support policy, if you are a licensed customer…
|We support:||We do not support (Technical Support):
Note: Contact your Talend Representative for assistance with these issues.
|Diagnosis and resolution of product defects||Custom code development or debugging|
|Installation & migration issues||Technology preview features|
|License issues||System and network design|
|How-to questions||Installation/migration Walkthroughs|
|Delivery and installation of patches||Job design or optimizations|
*How-to Questions are limited to general inquiries about Talend products and components. Job Design, Optimization, and Best Practices are considered outside of support scope.
Talend Cloud Compatibility
The following table shows which Talend product versions are compatible with Talend Cloud.
|Talend Cloud||Talend Studio||Talend Remote Engine||Talend Hybrid Apps||Talend Remote Engine for Pipelines||Talend Runtime & Microservices|
|Winter ’20||7.3, 7.2, 7.1, 7.0||2.9, 2.8, 2.7, 2.6, 2.5||7.3, 7.2 (Only available for Talend Data Preparation & Data Stewardship)||Latest||7.3, 7.2, 7.1|
Talend Studio 6.5 and lower versions are not supported. You need to migrate existing Jobs to the latest available version and republish them to Talend Cloud. Talend Studio 7.1 or higher is required to use Data Services and Routes with Talend Cloud API Services.
Talend Remote Engine 2.6 and lower versions are not compatible with Talend Cloud on Azure.