[NOTICE] Support policy update

Updated September 18, 2025 12:55

There is an upcoming change to the support policy for Optimizely Configured Commerce. To streamline support processes and reduce time-to-resolution for cases and inquiries, support cases will no longer be escalated to product engineering unless the current Long-Term Support (LTS) version or newer is in use. However, Optimizely will accept support cases on older versions for issues that can be resolved without changes to the base product code.

Optimizely works to promptly resolve base product issues reported by customers and strongly encourages all customers to benefit from these fixes through regular upgrades. The LTS and Short-Term Support (STS) hotfix processes were established in October 2023 to give fixes to more customers.

Because this change may require some preparation, Optimizely will not enact it until December 1, 2025. Optimizely appreciates your partnership and patience for this transition.

[NOTICE] Support policy update

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