Release Policy

5 min

Overview

The purpose of this policy is to describe the release and update cycles for CITSmart Products, customer notifications, and other relevant information.

The policy guidelines are applicable to all of our products, whether they are using the SaaS or On-Premises model.

Release and Update Cycles

Our product release and update proposal was designed to provide stability, quick response to problems, and a continuous supply of new features and experiences.

CITSmart products typically follow 4 types of release, as listed below:

Type of Release	Scope	Frequency	Notification
Major Release	New application functionalities and killer features for the product.	Typically twice a year	Typically, one month before the release, with a second notification 20 days after sending the first.
Minor Release	It includes, but is not limited to minor improvements, security updates, and generally doesn't involve architectural changes.	Typically, once every 2 months
Hotfix Planned	Updates include bug and application fixes, in addition to occasional adjustments.	Typically, once a month
Hotfix Critical	Hotfixes needed for system stability or security	Whenever necessary	A few hours before, preferably 48 hours before

CITSmart refers to each Feature Release, and its associated Hotfixes, as a "Series". For example, Version 7.6.5.4 is part of Series 7. The series is version updates, most of the time, with significant changes in the application or architecture.

Therefore, CITSmart products use the following version standard:

Series > Major Release > Minor Release > Hotfix

For example: In version 7.6.5.4, 7 is the Series, 6 is the Major Release, 5 is the Minor Release and 4 is the HotFix associated.

The Release Schedule for CITSmart:

Release Month	Type of Release	Release Number
January	Hot-fix Planned	<series>.x.1.1
February	Minor Release	<series>.x.2.0
March	Hot-fix Planned	<series>.x.2.1
April	New Series or Major Release	SERIE.0.0.0/ <series>.X.0.0
May	Hot-fix Planned	<series>.x.0.Y
June	Minor Release	<series>.x.1.0
July	Hot-fix Planned	<series>.x.1.Y
August	Minor Release	<series>.x.2.0
September	Hot-fix Planned	<series>.x.2.Y
October	New Series or Major Release	SERIE.0.0.0/ <series>.X.0.0
November	Hot-fix Planned	<series>.x.0.Y
December	Minor Release	<series>.x.1.0

(*) The timing and frequency of releases are subject to change at the sole discretion of CITSmart. In the case of changes in this schedule, clients shall be notified in advance.

Supported Versions

Our current policy is to support the most recent Release Series. The immediately previous Release Series will be supported up to 6 months after the release of the new series.

CITSmart generally makes two major releases per year, the client will need to upgrade approximately once per year to stay on a supported version.

✅ Rule: CITSmart provides updates(e.g.: patches and hotfixes) only for the supported version.

Additional Update Information

The Update Procedures depend on the purchased solution model (SaaS or On-Premises), to each one of them, follow the recommendations below:

SaaS Client	On-Premises Clients
Clients can schedule software updates when needed, by submitting a new service request through our support website. (itsm.citsmart.com)	In this case, the clients are responsible for updating the software (or through a CITSmart partner hired for this purpose).
In this request, the client informs the desired date for updating, the version, and the type of non-production or production environment).	We recommend the clients test the functionality and customizations in the non-production environment before upgrading to the production environment.
Interruption times are defined to minimize disruption to the client's business. The entire update process is done by the CITSmart support team.	Guidance on how to update or use new features will be available in the Release Notes.
After all tests, the clients must sign the homologation conformity term, ensuring that they have performed all necessary tests and, in this way, authorize the application of the update in production according to the previously scheduled change window.	If you have any questions about the update procedures, please send us a service request through our support website.
Without this signed document, the update will not be performed.