This article provides the ServiceNow definition of the term "Unsupported Release", for customers to be able to plan their instances required upgrades in time.
Unsupported releases are ServiceNow versions that have reached their End-Of-Life status, because no longer patchable to the latest product features or bug fixes.
Customers should be aware that if they are using a non-supported family that:
- While ServiceNow will continue to provide technical support for incidents, customers may be required to upgrade to a supported release family to correct a defect. ServiceNow is not obligated to provide patches or hot fixes for a non-supported release family.
- Any service level agreements and associated service credits, support targets, and/or recovery time objectives or recovery point objectives are not applicable to non-supported release families.
- ServiceNow can apply an upgrade to a supported release family if necessary, in our reasonable judgment, to maintain the availability, security or performance of the Subscription Service with short or no notice, which means, if necessary to protect our customer base, an upgrade could be applied ahead of any previously scheduled upgrade.
Customers using a non-supported release family do not have the most current feature, availability, performance, and security version of the legally defined Subscription Service.
More information about the ServiceNow upgrade policy and the currently supported ServiceNow product versions can be found in the documentation pages below: