Overview
Starting March 1, 2026, CloudSense will support only specific platform releases in accordance with the N-2 support policy. Customers running unsupported versions must upgrade to remain eligible for technical support, security patches, and defect resolution.
This article explains:
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Which CloudSense versions are currently supported
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The risks of running unsupported versions
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Recommended actions based on your current release
Applies To
This policy applies to all CloudSense Platform modules, including:
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Standard
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Media
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Telecommunications
Supported Versions
CloudSense Version Support Matrix
| Release | Support Status | Support End Date | Recommended Action |
|---|---|---|---|
| R38 | Full Support (Current) | Current | No action required |
| R37* | Full Support (N-1) | March 2027 (Telco / Standard) | Plan upgrade to R38 |
| R36 (MR 1–3) | Full Support (N-2) | November 2026 (All) | Begin upgrade planning |
| R35 and earlier | End of Life | Effective immediately | Upgrade required |
Note: Media platform customers may remain on R37 as the current supported version.
What Is the N-2 Support Policy?
CloudSense follows an N-2 support model, meaning:
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The current release (N) and the two previous releases (N-1, N-2) are supported.
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Any version older than N-2 is considered End of Life (EOL).
This policy enables CloudSense to:
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Deliver timely security updates
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Maintain compatibility with Salesforce seasonal releases
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Focus engineering efforts on actively maintained versions
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Provide consistent and high-quality technical support
Impact of Using Unsupported Versions (R35 or Earlier)
Support Limitations
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Support cases may be placed on hold until an upgrade is completed
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Bug fixes, patches, and hotfixes are not provided
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Escalation to engineering teams is not available
Business and Operational Risks
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Increased exposure to security vulnerabilities
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Potential incompatibility with Salesforce platform updates
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Unresolved defects affecting performance and stability
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Higher cost and complexity when upgrades are eventually required
Recommended Actions by Version
| Your Current Version | What You Should Do |
|---|---|
| R38 | No immediate action required. Monitor future release announcements. |
| R37 | Plan an upgrade to R38 within the next 12 months. |
| R36 | Start upgrade planning immediately and contact your Technical Account Manager (TAM). |
| R35 or earlier | Urgent: Contact CloudSense Account Management to restore support eligibility. |
Upgrade Planning and Support
CloudSense offers multiple options to support your upgrade journey:
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Upgrade Assessments (complimentary for Platinum customers; paid for other tiers)
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Technical Documentation, including release notes and upgrade guides
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Professional Services from CloudSense or certified partners
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Sandbox Testing to validate customizations and integrations before production upgrades
Commercial Considerations
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This policy affects support eligibility only and does not modify existing licensing terms.
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Customers remaining on unsupported versions may be subject to adjusted renewal pricing.
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Your Account Manager can provide guidance specific to your contract and renewal cycle.
Need Help?
For assistance or to initiate upgrade planning:
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Technical Account Manager (TAM): Your designated TAM
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Account Manager: For commercial or renewal-related questions
Priyanka Bhotika
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