End-Of-Life (EOL) Upgrades | FAQ
1. What are End-Of-Life (EOL) upgrades?
EOL upgrades are intended to move instances from unsupported release families to supported and more secure versions. Most customers plan and manage their upgrades well in advance of a family becoming end-of-life. However, ServiceNow schedules instances for upgrade if they remain on an unsupported version past a stated deadline.
2. Why are EOL upgrades necessary?
ServiceNow is constantly working to protect customer information and the integrity of our product.
EOL upgrades ensure customers gain access to the latest features as well as the latest security, performance, and availability benefits for their instances. ServiceNow strives to give customers advanced notification of upcoming EOL upgrades so customers can plan ahead, test, and upgrade on their own timeline in advance of the EOL upgrade scheduling.
3. Are EOL upgrades the same as the Quarterly Patching Program (QPP)?
In the Quarterly Patching Program, instances on a supported release family are patched to a target version within that release family. This occurs every quarter and is independent of the EOL upgrades.
4. What is the difference between upgrading and patching?
Upgrading is moving from one release family to another, for example, moving from Geneva to Helsinki.
Patching is moving from one patch level to another within a release family, for example, moving from Helsinki Patch 6 to Helsinki Patch 8.
5. When does a release family become unsupported?
ServiceNow supports the current release family (N) and the prior two release families (N-1 and N-2). A family becomes unsupported when it is 3 families older than the current release version (or N-3). For example, when Istanbul is released, it is family N, Helsinki is N-1, Geneva is N-2, and Fuji is N-3.
A new feature family release becomes the current release family (N) when it is released, which also sets the time frame when the N-3 family becomes unsupported.
For more information, see Definition of Unsupported Release.
6. Can a customer stay on an unsupported version, knowing the risks?
No. Customers must upgrade their instances to supported versions in order to get the latest security, performance, and availability updates.
7. In what quarters are upgrades scheduled?
Upgrades are scheduled within a quarter of that family version becoming EOL.
10. Can an upgrade be rescheduled?
Yes, you can reschedule up to three (3) days past your scheduled upgrade date. You can do this through the Instance Upgrade Dashboard in HI by following these steps:
- Log into the ServiceNow Customer Support System (HI).
- Select Manage Upgrades.
- Find the applicable instance.
- In the Actions column, click Modify CHG.
This opens the change request for the upgrade.
- Modify the date and time up to 3 days beyond the scheduled date.
11. What if my testing timeline is different from the date of my scheduled upgrade?
Our hope is that using a regular schedule and consistency will enable customers to plan ahead and upgrade their instance before ServiceNow does the upgrade. However, if there are extenuating circumstances, contact ServiceNow through your communication (COM) record to discuss your testing timeline and impact to your scheduled upgrade.
12. Can I upgrade to a version higher than the target identified?
Yes. You can upgrade to the target version or higher. ServiceNow recommends upgrading to higher families so that your instances can stay on that family for the maximum time before being required to upgrade again.
13. Where can I find information about the latest release?
The ServiceNow Product Documentation site contains in-depth information about all of our releases.
14. If I am in the middle of an upgrade, how does this affect my usual patching schedule?
Patching on supported versions continues each quarter as usual. However, if you need to adjust your patching schedule in a particular quarter while you are completing an EOL upgrade, contact ServiceNow through your communication (COM) record.
15. What if the upgrade is scheduled during a change freeze?
ServiceNow communicates EOL schedules in advance so customers can plan around change freezes, holidays, etc. If there is still an issue with your scheduled upgrade, contact ServiceNow through your communication (COM) record.
16. Who do I contact for questions and issues related to my upgrade schedule?
ServiceNow communicates EOL schedules in advance so customers can plan around change freezes, holidays, etc. If there is still an issue with your scheduled upgrade, contact ServiceNow through your communication (COM) record. The ServiceNow Community is also a forum to ask questions.
17. Where can I find more information about my specific family upgrade?