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.
- Developing Proof of Concept
- Capacity Planning and Sizing
- Migration and Conversion Service
- Health Check and Performance Assessment
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” is the term during which a Elixir product version is eligible for patch support and technical support assistance. The Technical Support Lifecycle policy has been defined to provide the highest quality patch support and assistance on current products. Elixir strives to put resources behind the most recent product releases in order to continually improve and enhance the power of our software. This policy supercedes the previous policy of supporting 2 major versions, 2 minor version, and 2 service packs.
Technical Support Lifecycle Policy
The Technical Support Lifecycle defines the time frames during which our software products are eligible for patch support and technical support interactive assistance.
Product | Version | Release Date | EOL | EOSL / ESL |
---|---|---|---|---|
Ambience 2023 | 2023.x | April 01, 2023 | April 01, 2028 | April 01, 2033 |
Ambience 2022 | 2022.x | May 01, 2022 | May 01, 2027 | May 01, 2032 |
Ambience 2021 | 2021.x | April 30, 2021 | April 30, 2026 | April 30, 2031 |
Ambience 2020 | 2020.x | May 01, 2020 | May 01, 2025 | May 01, 2030 |
Ambience 4 | 4.6.x | January 01, 2019 | January 01, 2024 | January 01, 2029 |
Ambience 4 | 4.x.x | April 01, 2015 | April 01, 2020 | April 01, 2025 |
Repertoire | 2023.x | April 01, 2023 | April 01, 2028 | April 01, 2033 |
Repertoire | 8.10.x | February 01, 2022 | December 31, 2024 | – |
Repertoire | 8.9.x | July 31, 2021 | December 31, 2024 | – |
Repertoire | 8.8.0 | November 11, 2016 | November 18, 2023 | December 31, 2024 |
Repertoire | 8.7.x | April 17, 2015 | April 17, 2020 | December 31, 2024 |
Repertoire | 8.x.x | August 02, 2010 | August 02, 2015 | August 02, 2020 |
Repertoire | 7.x.x | June 01, 2007 | November 03, 2010 | November 03, 2017 |
Below list shows the End of Life (EOL) and the End of Support Life (EOSL) cut-off dates for the release of Elixir products.
Version | Release Date | EOL | EOSL |
---|---|---|---|
2023.1 | May 01, 2023 | April 01, 2028 | April 01, 2033 |
2023.0 | April 01, 2023 | April 01, 2028 | April 01, 2033 |
2022.1 | September 01, 2022 | May 01, 2027 | May 01, 2032 |
2022.0 | May 01, 2022 | May 01, 2027 | May 01, 2032 |
2021.3 | March 01, 2022 | April 30, 2026 | April 30, 2031 |
2021.2c | December 23, 2021 | April 30, 2026 | April 30, 2031 |
2021.2b | December 16, 2021 | April 30, 2026 | April 30, 2031 |
2021.2a | December 11, 2021 | April 30, 2026 | April 30, 2031 |
2021.2 | December 01, 2021 | April 30, 2026 | April 30, 2031 |
2021.0 | April 30, 2021 | April 30, 2026 | April 30, 2031 |
2020.2 | November 27, 2020 | May 01, 2025 | May 01, 2030 |
2020.1 | August 29, 2020 | May 01, 2025 | May 01, 2030 |
2020.0 | May 01, 2020 | May 01, 2025 | May 01, 2030 |
Version | Release Date | EOL | EOSL |
---|---|---|---|
4.6.5 | November 01, 2021 | January 1, 2024 | January 1, 2029 |
4.6.4 | May 28, 2021 | January 1, 2024 | January 1, 2029 |
4.6.3 | January 29, 2021 | January 1, 2024 | January 1, 2029 |
4.6.2 | March 16, 2020 | January 1, 2024 | January 1, 2029 |
4.6.1 | June 1, 2019 | January 1, 2024 | January 1, 2029 |
4.6.0 | January 1, 2019 | January 1, 2024 | January 1, 2029 |
4.5.0 | April 1, 2018 | April 1, 2020 | April 1, 2025 |
4.4.0 | August 1, 2017 | April 1, 2020 | April 1, 2025 |
4.3.0 | December 1, 2016 | April 1, 2020 | April 1, 2025 |
4.1.3 | October 18, 2016 | April 1, 2020 | April 1, 2025 |
4.2.1 | August 1, 2016 | April 1, 2020 | April 1, 2025 |
4.1.2 | August 1, 2016 | April 1, 2020 | April 1, 2025 |
4.2.0 | April 1, 2016 | April 1, 2020 | April 1, 2025 |
4.1.0 | December 1, 2015 | April 1, 2020 | April 1, 2025 |
4.0.0 | April 1, 2015 | April 1, 2020 | April 1, 2025 |
3.7.1 | March 4, 2015 | May 1, 2019 | May 1, 2024 |
3.7.0 | March 1, 2015 | May 1, 2019 | May 1, 2024 |
3.6.0 | December 1, 2014 | May 1, 2019 | May 1, 2024 |
3.5.0 | November 1, 2014 | May 1, 2019 | May 1, 2024 |
3.0.0 | May 1, 2014 | May 1, 2019 | May 1, 2024 |
2.5.1 | December 1, 2013 | October 1, 2018 | October 1, 2023 |
2.5.0 | October 1, 2013 | October 1, 2018 | October 1, 2023 |
Version | Release Date | EOL | EOSL |
---|---|---|---|
2023.1 | May 01, 2023 | April 01, 2028 | April 01, 2033 |
2023.0 | April 01, 2023 | April 01, 2028 | April 01, 2033 |
2022.1 | September 01, 2022 | June 01, 2027 | June 01, 2032 |
2022.0 | June 01, 2022 | June 01, 2027 | June 01, 2032 |
8.10.0 | February 01, 2022 | December 31, 2024 | – |
8.9.5 | December 19, 2021 | December 31, 2024 | – |
8.9.4 | December 16, 2021 | December 31, 2024 | – |
8.9.3 | December 15, 2021 | December 31, 2024 | – |
8.9.2 | December 11, 2021 | December 31, 2024 | – |
8.9.1 | September 30, 2021 | December 31, 2024 | – |
8.9.0 | July 31, 2021 | December 31, 2024 | – |
8.8.0 | November 11, 2016 | November 18, 2023 | December 31, 2024 |
8.7.2 | September 28, 2015 | April 17, 2020 | December 31, 2024 |
8.7.1 | April 17, 2015 | April 17, 2020 | December 31, 2024 |
8.6.1 | December 1, 2013 | August 2, 2015 | August 2, 2020 |
8.6.0 | August 1, 2013 | August 2, 2015 | August 2, 2020 |
8.5.1 | April 1, 2013 | August 2, 2015 | August 2, 2020 |
8.5.0 | October 1, 2012 | August 2, 2015 | August 2, 2020 |
8.4.1 | March 1, 2012 | August 2, 2015 | August 2, 2020 |
8.4.0 | September 1, 2011 | August 2, 2015 | August 2, 2020 |
8.3.0 | June 1, 2011 | August 2, 2015 | August 2, 2020 |
8.2.0 | March 1, 2011 | August 2, 2015 | August 2, 2020 |
8.1.1 | December 1, 2010 | August 2, 2015 | August 2, 2020 |
8.1.0 | October 1, 2010 | August 2, 2015 | August 2, 2020 |
8.0.0 | August 2, 2010 | August 2, 2015 | August 2, 2020 |
7.7.0 | November 2, 2009 | November 3, 2010 | November 3, 2015 |
7.6.0 | August 3, 2009 | August 3, 2010 | August 3, 2011 |
7.5.2 | June 5, 2009 | April 3, 2010 | April 3, 2011 |
7.5.1 | May 4, 2009 | April 3, 2010 | April 3, 2011 |
7.5.0 | April 3, 2009 | April 3, 2010 | April 3, 2011 |
7.4.1 | February 1, 2009 | December 1, 2009 | December 1, 2010 |
7.4.0 | December 1, 2008 | December 1, 2009 | December 1, 2010 |
7.3.1 | September 1, 2008 | August 1, 2009 | August 1, 2010 |
7.3.0 | August 1, 2008 | August 1, 2009 | August 1, 2010 |
7.2.2 | May 1, 2008 | March 1, 2009 | March 1, 2010 |
7.2.1 | April 1, 2008 | March 1, 2009 | March 1, 2010 |
7.2.0 | March 1, 2008 | May 1, 2008 | May 1, 2009 |
7.1.2 | January 1, 2008 | September 1, 2008 | September 1, 2009 |
7.1.1 | October 1, 2007 | September 1, 2008 | September 1, 2009 |
7.1.0 | September 1, 2007 | January 1, 2008 | December 31, 2009 |
7.0.1 | June 15, 2007 | June 1, 2008 | June 2, 2009 |
7.0.0 | June 1, 2007 | June 1, 2008 | June 2, 2009 |
6.4.0 | May 1, 2007 | June 1, 2008 | June 2, 2009 |
6.3.0 | February 1, 2007 | February 1, 2008 | January 31, 2009 |
6.2.0 | December 1, 2006 | December 1, 2007 | November 30, 2008 |
6.1.0 | October 1, 2006 | October 1, 2007 | September 30, 2008 |
6.0.0 | September 1, 2006 | September 1, 2007 | August 31, 2008 |
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 |