Introduction
Purpose
The purpose of this article is to provide notice to our customers about Kore.ai product versions reaching their End-of-Life (EOL). It also defines Kore.ai’s role in supporting customers through the EOL phase of products and services.
Scope
This policy applies to the following deployment models:
- Kore.ai Managed Multi-Tenant SaaS Deployment
- Kore.ai Managed Single-Tenant SaaS Deployment
- Customer Managed On-Premise Deployment
- Customer Managed Private Cloud Deployment
Objectives
This policy outlines the guidelines and procedures related to the lifecycle management of products, services, and software solutions.
It sets expectations for customers and internal stakeholders regarding:
- Duration of support
- Support levels available during EOL
- Transition planning to alternative solutions
- Handling of product versions after EOL
End-of-Life Policy
EOL Timeline
- Standard support for on-premise deployments: 18 months from the go-live date of a product version on our cloud or until the release of two major versions, whichever is earlier.
- For SaaS deployments (Multi-Tenant and Single-Tenant): Older versions are deemed EOL upon every Major or Minor Update.
Release Versioning Details
- X (Major release): New features, architectural enhancements, security and scalability improvements. ~1 per year.
- Y (Minor release): Incremental improvements, bug fixes, refinements. ~Monthly.
- Z (Patch/Hotfix): Security patches, bug fixes, urgent stability updates.
Product Versions Reaching End of Life
| Product | Versions Covered | EOL Date |
|---|---|---|
| Kore.ai XO Platform | Up to v9.3.x (inclusive) | 30th June 2024 |
| Kore.ai SmartAssist | Up to v2.2.2 (inclusive) | 30th June 2024 |
| Kore.ai AgentAssist | Up to v2.2.2 (inclusive) | 30th June 2024 |
| Kore.ai XO Platform | Up to v10.8.1 | 31st Dec 2025 |
| Kore.ai SmartAssist | Up to v3.7.1 | 31st Dec 2025 |
| Kore.ai AgentAssist | Up to v3.7.1 | 31st Dec 2025 |
Transition Strategy
- Customers using on-premise deployments are requested to migrate to the latest product offerings before the respective EOL dates.
- Planning the transition ensures business continuity and avoids support gaps.
- After the EOL date:
- No product support
- No feature updates
- No maintenance support
- Issues reported between grace periods (e.g., Jan–June 2024 / Jan–June 2026) will be handled on a best-effort basis only.
Future End-of-Life Policy
- SaaS Deployments (Multi-Tenant & Single-Tenant): Versions reach EOL upon every major or minor update.
- On-Premise/Private Cloud Deployments: Versions reach EOL upon the earlier of:
- Release of last 2 major and last 2 minor updates, or
- Completion of 18 months from GA release/contract signature.
Impact of Reaching End-of-Life
- SLA timelines no longer apply once a product reaches EOL.
- Issues will be addressed on a best-effort basis, without guaranteed timelines.
Contact Information
For any queries or assistance with migration:
- Reach out to your Customer Support team or Customer Success Manager.
- For EOL-specific support clarifications, contact the Release Management Team:
kore-releasemanagement@kore.com
We are committed to ensuring your transition is seamless and your experience with Kore.ai continues to be exceptional.
Official Document
Kore XO and XOCC Release Support End of Life Policy_2025.pdf (445.2 KB)
Thank you for the continued Trust on Kore.ai