Support
Product Support
Elixir offers three levels of support.
Standard Support and Maintenance (SSM) contract provides software maintenance and standard support for the respective software on annual renewable basis. Customers with SSM have access to Elixir’s technical support team for problem resolution and technical guidance on the use of Elixir Product. Technical support is available via e-mail support.
Support hours are from 9.00 am to 6.00 pm (+0800 GMT), Monday to Friday excluding Singapore gazetted public holidays. For renewals, the purchase must cover all the licenses within the same site.
Scope of Support:
- Clarification of functions and features;
- Clarification of documentation;
- Guidance in the operation of the Software; and
- Software error analysis
Scope of Maintenance:
- Free upgrades for major version and minor version releases; and
- Notification of generally available releases (bug fix release are on demand only)
Gold Priority Support (GPS) contract provides incident based technical support for operating Elixir software in business critical operational environment.
Triggered on a per incident basis, the scope of GPS includes:
- 9 x 5 On-line Support triggered via e-mail with 4 hour response time for acknowledgement and problem classification, including calls or on-site visit initiated by Elixir Engineer where deemed necessary
- Incident based support with unlimited support interactions and periodic update until closure.
- Accelerated problem resolution
- Priority fix release when available
- Support account management, for up to 2 authorized contact persons, with each additional person incurring an extra US$200 one time registration fee.
The incident packs are available as packs of multiple of 10-incidents (ie, 10, 20, 30, etc), and each pack is valid for 1 year from the date of purchase.
Platinum Priority Support (PPS) contract provides 24 by 7 technical support for operating Elixir software in a high availability, mission critical operational environment.
Governed by a Service Level Agreement (SLA), the scope of PPS includes:
- 24 by 7 Helpdesk Services including call logging with 2 hour response time by Elixir Consultant, and on-site support in 4 hours, depending on the severity level
- Periodic preventive maintenance with health check
- Unlimited support incidents based on a capped value governed by the SLA
- Accelerated problem resolution
- Priority fix release when available
- Support account management
Product Training
Elixir Ambience Training
Elixir Technology offers a comprehensive training program which provides trainees a guided introduction and knowledge sharing for Elixir Ambience users.
The Elixir Ambience training program includes subject matter specifically designed to cover the core features and functionality of the Ambience Server. This is an instructor-led course with lectures and hands-on exercises.
The Elixir Ambience training is targeted at medium and advanced report designers who wish to become proficient in using both the Elixir Ambience Server and its Designer. This training enables students to take full advantage of reporting, ETL and Dashboard functionality of Elixir Ambience.
To know more on our training, click on the Ambience Course Outline below.
This is a 3-day class with 50% theory and 50% hands-on practical exercises.
Familiarity with Java and database related tools and technologies is recommended.
The Elixir Ambience Server includes:
• Elixir Ambience Reporting design
• Elixir Ambience ETL design
• Elixir Ambience Dashboard design
Course Prerequisite
Basic working knowledge of the Windows or Linux (Unix-based) operating system.
The student must have experience with the following:
• Creating directories, files and modifying access rights to the file store
• Installing a JDK
• Configuring environment variables, such as JAVA_HOME, for an operating system
• Launching Java applications and executing an OS-dependent script that launches a Java application.
• Creating and expanding a Java archive file (the jar utility)
Course Objective
Basic working knowledge of the Windows or Linux (Unix-based) operating system.
- Introduction to Elixir Ambience Designer
- Understanding the Ambience Repository
- Design professional reports including reporting elements such as charts, images, cube, sub- reports, etc
- Work with Datasources using data from RDBMS tables, data files, etc,
- Designing composite datasource to extract, transform and cleanse data for publishing on reports and dashboards
- Generate different output format – PDF, Excel, RTF, HTML etc
- Introduction to Ambience JavaScript API for advance reporting requirement scenario
- Learn the concept of parameterization to enable seamless information passing in datasources, reports and dashboards
- Setup, host and maintain report templates within the Ambience Server
- Basic management of Ambience Server including Job Creation and Scheduling
- Setup, host and maintain report templates within the Ambience Server
- Integrating Ambience Server to 3rd party application using REST API
Elixir Repertoire Training
The Elixir Repertoire training program includes subject matter specifically designed to cover the core features and functionality of the entire Repertoire Suite. This is an instructor-led course with lectures and hands-on exercises.
The Elixir Repertoire training is targeted at medium and advanced report designers who wish to become proficient in using the Elixir Repertoire Designer. This training enables students to take full advantage of reporting, ETL and Dashboard functionality of the Repertoire Suite.
To know more on our training, click on the Repertoire Course Outline below.
This is a 3-day class with 50% theory and 50% hands-on practical exercises.
This training does not require previous Java or database know-how. Familiarity with Java and database related tools and technologies is recommended.
The Elixir Repertoire BI Suite includes:
• Elixir Repertoire (Professional Edition) for Reporting
• Elixir Repertoire (Professional Edition) for ETL
• Elixir Repertoire (Professional Edition) for Dashboard
• Elixir Repertoire Server
Course Prerequisite
Basic working knowledge of the Windows or Linux (Unix-based) operating system.
The student must have experience with the following:
• Creating directories, files and modifying access rights to the file store
• Installing a JDK
• Configuring environment variables, such as JAVA_HOME,
for an operating system
• Launching Java applications and executing an OS-dependent script that launches a Java application.
• Creating and expanding a Java archive file (the jar utility)
Course Objective
Basic working knowledge of the Windows or Linux (Unix-based) operating system.
Introduction to Elixir Repertoire Designer
Understanding of Repertoire Repository
Design professional reports including reporting elements such as charts, images, cube, sub- reports, etc
Work with Repertoire Datasources using data from RDBMS tables, data files, javaobjects etc,
Designing composite datasource to extract, transform and cleanse data for publishing on reports and dashboards
Generate different output format – PDF, Excel, RTF, HTML etc
Introduction to Repertoire JavaScript API for advance reporting requirement scenario
Learn the concept of parameterization to enable seamless information passing in datasources, reports and dashboards
Setup, host and maintain report templates within the Repertoire Server
Basic management to Repertoire Server including Job Creation and Scheduling
Setup, host and maintain report templates within the Repertoire Server
Integrating Repertoire Server to 3rd party application using Repertoire REST API
Professional Services
Elixir provides the following professional services to ensure successful adoption of our product from planning, implementing, through to maintenance phase.
For large scale system development, Elixir usually works with a local partner who is skilled in system development and integration as well as Elixir software.
Do contact us on more details for our Professional Services.
Technical Support Lifecycle
Technical Support Lifecycle
The Technical Support Lifecycle defines the time frames during which our software products are eligible for patch support and technical support interactive assistance.
Elixir Product Lifecycle Policy
Ambience/Repertoire 202x will have two release types: LTS (Long Term Support) and Non-LTS. LTS versions of Ambience/Repertoire 202x are released every three years and maintained for six years in total; three years active support followed by three years security support. Non-LTS versions are released yearly and are maintained for a period of two years; one year active followed by one year security support.
Download Announcement in Change in Elixir Product Lifecycle Policy from 18 November 2023
| Product | Version | Release Build | Release Date | Active Support | Security Support | Extended Support |
|---|---|---|---|---|---|---|
| Ambience/Repertoire | 2024 | LTS | 2024 | until 2027 | until 2030 | from 2030 |
| Ambience/Repertoire | 2023 | Non-LTS | Apr 01, 2023 | until Oct 01, 2024 | until Oct 01, 2025 | from Oct 02, 2025 |
| Ambience/Repertoire | 2022 | Non-LTS | May 01, 2022 | until May 01, 2023* | until May 01, 2024* | from May 02, 2024* |
| Ambience | 2021 | Non-LTS | Apr 30, 2021 | until Apr 30, 2022* | until Apr 30, 2023* | from May 01, 2023* |
| Ambience | 2020 | Non-LTS | May 01, 2020 | until May 01, 2021* | until May 01, 2022* | from May 02, 2022* |
| Ambience | 4.6.x | – | Jan 01, 2019 | until Jan 01, 2024* | until Jan 01, 2029* | from Jan 02, 2029* |
| Ambience | 4.5 and below | – | Apr 01, 2015 | – | – | from Apr 01, 2020* |
| Repertoire | 8.10 | – | Feb 01, 2022 | until Nov 18, 2023 | until Dec 31, 2024 | from Jan 01, 2025 |
| Repertoire | 8.x | – | Nov 18, 2016 | – | until Nov 18, 2023 | from Nov 19, 2023 |
*No patches/upgrades will be applied to all Akka libraries from 01 Sep 2023 onwards due to changes in Akka’s commercial licensing terms: https://www.lightbend.com/akka/license-faq Users are advised to upgrade to Ambience/Repertoire 2023 and above which does not use the Akka framework.
POLICY DEFINITIONS
Active Support: Period covering bug fixes, enhancements, security patches, technical support (i.e. problem diagnostics and resolutions) and option for free upgrade to new product version.
Security Support: Period covering security patches, technical support and option for free upgrade to new product version. For customers who cannot upgrade to a new version, Elixir will make a commercially reasonable effort to provide security patches subject to the availability of fixes in the underlying components. In the event security patches are unavailable, Elixir will provide advisory on potential mitigation possibilities.
Extended Support: Period covering technical support and option for free upgrade to new product version. Customers are advised during this period to upgrade to latest version to enjoy active and security support updates.
RELEASE DATE: Official date of release is based on the English version of the product. International versions are subjected to local partners’ official release date for their respective versions. Alternate language builds may have been released on a different date.
For More Information Click to Download Our Product Lifecycle Policy Here
Below list shows the release dates for the release of Elixir products.
| Version | Release Date |
|---|---|
| 2024.0 | April 01, 2024 |
| 2023.2 | September 01, 2023 |
| 2023.1 | May 01, 2023 |
| 2023.0 | April 01, 2023 |
| 2022.1 | September 01, 2022 |
| 2022.0 | May 01, 2022 |
| 2021.3 | March 01, 2022 |
| 2021.2c | December 23, 2021 |
| 2021.2b | December 16, 2021 |
| 2021.2a | December 11, 2021 |
| 2021.2 | December 01, 2021 |
| 2021.0 | April 30, 2021 |
| 2020.2 | November 27, 2020 |
| 2020.1 | August 29, 2020 |
| 2020.0 | May 01, 2020 |
| Version | Release Date |
|---|---|
| 4.6.5 | November 01, 2021 |
| 4.6.4 | May 28, 2021 |
| 4.6.3 | January 29, 2021 |
| 4.6.2 | March 16, 2020 |
| 4.6.1 | June 1, 2019 |
| 4.6.0 | January 1, 2019 |
| 4.5.0 | April 1, 2018 |
| 4.4.0 | August 1, 2017 |
| 4.3.0 | December 1, 2016 |
| 4.1.3 | October 18, 2016 |
| 4.2.1 | August 1, 2016 |
| 4.1.2 | August 1, 2016 |
| 4.2.0 | April 1, 2016 |
| 4.1.0 | December 1, 2015 |
| 4.0.0 | April 1, 2015 |
| 3.7.1 | March 4, 2015 |
| 3.7.0 | March 1, 2015 |
| 3.6.0 | December 1, 2014 |
| 3.5.0 | November 1, 2014 |
| 3.0.0 | May 1, 2014 |
| 2.5.1 | December 1, 2013 |
| 2.5.0 | October 1, 2013 |
| Version | Release Date |
|---|---|
| 2024.0 | April 01, 2024 |
| 2023.2 | September 01, 2023 |
| 2023.1 | May 01, 2023 |
| 2023.0 | April 01, 2023 |
| 2022.1 | September 01, 2022 |
| 2022.0 | May 01, 2022 |
| 2021.0 | Apr 30, 2021 |
| 2020.0 | May 01, 2020 |
| 8.10.0 | February 01, 2022 |
| 8.9.5 | December 19, 2021 |
| 8.9.4 | December 16, 2021 |
| 8.9.3 | December 15, 2021 |
| 8.9.2 | December 11, 2021 |
| 8.9.1 | September 30, 2021 |
| 8.9.0 | July 31, 2021 |
| 8.8.0 | November 11, 2016 |
| 8.7.2 | September 28, 2015 |
| 8.7.1 | April 17, 2015 |
| 8.6.1 | December 1, 2013 |
| 8.6.0 | August 1, 2013 |
| 8.5.1 | April 1, 2013 |
| 8.5.0 | October 1, 2012 |
| 8.4.1 | March 1, 2012 |
| 8.4.0 | September 1, 2011 |
| 8.3.0 | June 1, 2011 |
| 8.2.0 | March 1, 2011 |
| 8.1.1 | December 1, 2010 |
| 8.1.0 | October 1, 2010 |
| 8.0.0 | August 2, 2010 |
| 7.7.0 | November 2, 2009 |
| 7.6.0 | August 3, 2009 |
| 7.5.2 | June 5, 2009 |
| 7.5.1 | May 4, 2009 |
| 7.5.0 | April 3, 2009 |
| 7.4.1 | February 1, 2009 |
| 7.4.0 | December 1, 2008 |
| 7.3.1 | September 1, 2008 |
| 7.3.0 | August 1, 2008 |
| 7.2.2 | May 1, 2008 |
| 7.2.1 | April 1, 2008 |
| 7.2.0 | March 1, 2008 |
| 7.1.2 | January 1, 2008 |
| 7.1.1 | October 1, 2007 |
| 7.1.0 | September 1, 2007 |
| 7.0.1 | June 15, 2007 |
| 7.0.0 | June 1, 2007 |
| 6.4.0 | May 1, 2007 |
| 6.3.0 | February 1, 2007 |
| 6.2.0 | December 1, 2006 |
| 6.1.0 | October 1, 2006 |
| 6.0.0 | September 1, 2006 |
| Version | Release Date | EOL | EOSL |
|---|---|---|---|
| 5.1.1 | December 9, 2005 | September 20, 2006 | September 20, 2007 |
| 5.1.0 | September 20, 2005 | September 20, 2006 | September 20, 2007 |
| 4.4.1 | June 3, 2005 | September 1, 2006 | September 1, 2007 |
| 4.4.0 | May 16, 2005 | May 16, 2006 | May 16, 2007 |
| 4.3.8 | April 8, 2005 | April 28, 2006 | April 28, 2007 |
| 5.0.0 | April 1, 2005 | April 1, 2006 | April 1, 2007 |
| 4.3.6 | March 16, 2005 | April 28, 2006 | April 28, 2007 |
| 4.3.4 | October 18, 2004 | April 8, 2005 | April 8, 2006 |
| 4.3.3 | September 10, 2004 | March 16, 2005 | March 16, 2006 |
| 4.3.0 | February 17, 2004 | October 18, 2004 | October 18, 2005 |
| 4.2.0 | November 18, 2003 | November 18, 2004 | November 18, 2005 |
| 4.0.0 | April 28, 2003 | April 28, 2004 | April 28, 2005 |