Support & Lifecycle
Get access to support and various other resources for using Ubersmith
Check the latest updates, Read our release notes
Onboarding
Once you sign up for Ubersmith, here’s what you can expect:
Around the clock support
You will receive login credentials to our portal. There, you can submit and view support tickets, view and pay your invoices, and much more.
Support tickets may be opened 24/7 by emailing support@ubersmith.com. You will generally receive a response within one business day.
The US-based Ubersmith support office is open weekdays from 8am to 6pm Eastern Time.
Self-hosted version users
If you are using our self-hosted version of the product, you can easily install or upgrade Ubersmith with our self-service installer.
We offer comprehensible documentation on how to install:
Support Roles
Learn more about our implementation guidelines and responsibilities
Customer Responsibilities
Backups: Customers are responsible for backing up data in Ubersmith, including the instance database, any appliance databases, and any appliance RRD files. We also highly recommend that you back up any custom development work done with Ubersmith, including custom code, modules, or plug-ins.
System Administration: Customers are responsible for standard system administration tasks, such as:
- OS Install: While we handle the majority of an installation or migration, we ask that you provide a base OS install with SSH connectivity. Please refer to our System Requirements for a list of supported OSes.
- DNS Routing: After installation or migration of Ubersmith, your System Administrator will need to handle pointing your server to the correct address.
- PCI/Other Compliance: While we take security seriously, there are many issues that can fail in a compliance scan that are not Ubersmith-specific. We can provide proof of our compliance certifications and provide suggestions, but your System Administrator is ultimately responsible for your overall PCI compliance.
Ubersmith responsibilities
Standard Support: If you have any technical or other support issues specific to the Ubersmith software.
Support team availability
Monday – Friday from 9am ET to 5pm ET
We aim to reply to any ticket within two business days. Limited 24 hours support is available in case of emergency only.
Work on local installations
Monday – Thursday within 10am ET and 2pm ET.
Ubersmith support can install, upgrade, and migrate your Ubersmith instance.
Lifecycle Policy
Learn more of Ubersmith’s end of life dates
Support Lifecycle
The Ubersmith support lifecycle begins on the date of the release of a Major or Point Release and lasts for a fixed duration of a minimum of two years. During the General Support phase, Ubersmith offers critical updates and technical assistance. After the support. End of Life Date, software support will no longer be available. No updates will be made to unsupported versions of the software.
Release
Release
Release Date
Release Date
End of Life Date
End of Life Date
Ubersmith Lite/Pro
2003-2010
3/31/2015
Ubersmith 2.2 and earlier
Pre-01/30/2012
6/30/2015
Ubersmith 2.3
06/22/2012
9/30/2015
Ubersmith 2.4
12/12/2013
3/31/2016
Ubersmith 3.0
03/4/2013
3/31/2015
Ubersmith 3.1
09/27/2013
12/31/2015
Ubersmith 3.2
12/16/2014
12/31/2016
Ubersmith 3.3
05/26/2015
5/31/2017
Ubersmith 3.4
09/30/2015
9/30/2017
Ubersmith 3.5
02/2/2016
12/31/2018
Ubersmith 4.0
04/27/2016
4/30/2018
Ubersmith 4.1
06/6/2017
6/30/2019
Ubersmith 4.2
04/17/2018
6/30/2020
Ubersmith 4.3
11/27/2018
12/31/2020
Ubersmith 4.4
06/10/2019
6/30/2021
Ubersmith 4.5
10/2/2019
10/31/2021
Ubersmith 4.6
04/6/2021
12/31/2024
Ubersmith 5.0
02/15/2024
02/28/2026
Talk to Us
Reach out with any questions you might have about Ubersmith