Are you a Success Plan customer?
This article is aimed at customers with a Ideagen EHSQ (Formerly the DevonWay platform) Legacy support agreement. If you purchased your plan after 1 July 2025, you will be on one of our Success Plans.

To get support on the platform, open a Legacy Trackway ticket with us! You can find more information on the Success Plan process in our guide to opening a new Support ticket.

Who is this article for?

On-Prem Admins responsible for maintaining their hosted environment.

An Active Ideagen Legacy Support Service Level Agreement (SLA) is required.

While most customers take advantage of our cloud offering (hosted), Ideagen does support on-premises deployments, meaning Ideagen software runs on servers located on the customer's premises. The customer's IT department is responsible for the procurement, installation, monitoring, platform upgrades, and management of all servers, as well as the database.

Release Process

For Ideagen customers that host their environments in a customer-hosted environment (on-premises), Ideagen publishes a Long-Term Support (LTS) version of the platform 3-4 times a year. The LTS version for each release is listed on the release notes.

The installation and acceptance of platform upgrades for on-premises customers are the responsibility of the customer. All customer-hosted (on-premises) customers should be running the latest LTS release soon after that LTS is released to ensure they are not susceptible to security vulnerabilities or other known issues that are fixed in each LTS release. 

Details are communicated to these customers about each LTS release in a TrakWay ticket and related documentation.