Macrium is pleased to offer three stages of product support.
Stage 1: Current Support begins from the release date and lasts until the next full product version is released. For example, Reflect 8 to Reflect 9. The entirety of our customer support services are available during this stage.
Stage 2: Extended Support begins when the Current Support stage ends and lasts for a specific duration. Typically, this is one full year. During this stage, customer support services are limited.
Stage 3: Self-Service Support remains available indefinitely after the Extended Support stage ends. This includes the Knowledge Base, technical documentation, version-specific forum, and other resources to help customers resolve common issues for themselves.
Stages of the Support Lifecycle
|Type of Support||Current||Extended||Self-Service|
Product documentation, Knowledge Base articles, and forum
|Full service Macrium support, including product updates for critical security and functional bugs, and compatibility issues introduced by Windows updates.|
|Releases to maintain platform compatibility|
|Product updates, including new features, improved OS support, security, and other functionality improvements and/or fixes|
|Complimentary access to the Macrium customer support team||(for first year)|
It’s recommended that customers update their version to the latest available build in order to enjoy the most stable and complete experience. Solutions, workarounds, and other fixes are offered at Macrium’s discretion. Sometimes an upgrade to the most current version is the only valid solution.
For trial users, support is only offered for the most current release.
For example, let’s say you’ve purchased Reflect 8. Over time, Macrium may release a series of features releases: 8.1, 8.2, 8.3, etc. You have access to Macrium customer support (for one full year), receive free bug fixes, as well as access to our Knowledge Base and forum.
When Reflect 9 is released, Reflect 8 will enter extended support for one year. Reflect 8 will continue to receive critical bug fix releases and you will continue to have access to Macrium customer support on Reflect 8 (if your support contract is still active).
We recommend you plan to upgrade before the end of the extended support period. At that point, there’ll be no additional product support and bug fixes for Reflect 8, even if your support contract extends beyond that time. Reflect 8 backup sets will remain compatible with Reflect 9 and the upgrade process will retain all your settings and schedules.
One year after Reflect 9 is released, Reflect 8 will enter self-service support. There will be no more bug fixes or Macrium support for Reflect 8 installs. Access to documentation and the forum will continue indefinitely.
Support Status of Macrium Reflect
|Product||Released||Extended Support Start Date||Extended Support End Date|
|18 May 2021||Reflect 9 release||Reflect 9 release + 1 year|
|Reflect 7||26 Feb 2017||18 May 2021||18 May 2022|
|Reflect 6||16 Feb 2015||26 Feb 2017||26 Feb 2018|
|Reflect 5||1 Jun 2011||16 Feb 2015||16 Feb 2016|
Macrium reserves the right to make changes to this Support Policy. It is intended exclusively for customers who have purchased a Macrium product and isn't applicable to third-party products. The support status of current and legacy versions will be updated to reflect any changes.