Dear Customer,
BMC Helix is writing to you today as a valued customer of our Stackify Retrace solution.
Effective today and according to the terms set out on BMC’s Customer Support site, BMC is announcing the End of Life (EOL) for the following product:
Product Name | End of Support Date |
Stackify Retrace | March 31, 2027 |
Stackify Prefix Premium |
BMC will continue to provide support for Stackify Retrace as defined in the Product End of Life section of BMC’s Product Support Policy until the date listed above. As per this policy, BMC Helix will continue to develop hotfixes for issues of high business impact. However, this solution is considered functionally stabilized and will not receive further enhancements during this period.
Effective today through March 31, 2027, BMC Helix will continue to provide customers with active support contracts access to BMC Customer Support as described in this letter. You may continue to interact with Stackify Customer Support as you do today to receive such support.
As part of BMC’s long‑term observability and AIOps strategy, we are focusing our investments on modern, open standards–based telemetry collection. BMC Helix AIOps, powered by OpenTelemetry (OTel), provides a scalable, vendor‑neutral approach to observability that delivers deep operational insights. BMC recommends that customers consider transitioning to Helix AIOps with OTel as part of their future roadmap. We will share additional migration resources and transition options, including potential incentives, as they become available.
Please note that, because Stackify is a SaaS-only product, it will no longer be available or accessible after March 31, 2027. Customers will not be able to log in to the service, ingest data, or access stored information after this date. Guidance on data export and transition planning will be provided in advance of the EOL date.
If you have any questions regarding this transition, please contact your Stackify Support at support@stackify.com.
Stackify Retrace End of Life FAQ
1. Why is Stackify Retrace being retired?
BMC is evolving its observability strategy to focus on modern, open standards such as OpenTelemetry and advanced AIOps capabilities. This shift enables greater automation, correlation, and root cause analysis, and provides customers with a vendor‑neutral, future‑proof approach to observability.
In addition, Stackify Retrace relies on underlying cloud services that are scheduled to reach their own end of life in March 2027. Because these services support core components of the product, their retirement contributes to the decision to sunset Stackify Retrace on the same timeline.
2. When will Stackify Retrace reach End of Life?
Stackify Retrace will officially reach End of Life on March 31, 2027.
Until that date, the product will remain in maintenance mode, meaning:
No new features will be introduced.
Critical fixes and security updates will be provided as needed.
3. What does “maintenance mode” mean for me?
Your existing Stackify Retrace environment will continue to operate; however:
No enhancements or feature updates will be delivered.
Support will be limited to critical issues only.
4. Will there be extended support after March 31, 2027?
No. After March 31, 2027, Stackify Retrace will no longer be supported or available. As a SaaS‑only product, the platform and its services will not be accessible after this date.
5. What happens to my data?
Customers are responsible for exporting any data they wish to retain prior to the End of Life date.
Helpful documentation:
After End of Life, customer data will be handled in accordance with applicable regulatory and compliance requirements.
6. What options are available moving forward?
BMC is working on migration paths to BMC Helix AIOps, which leverages OpenTelemetry for modern observability and advanced operational insights.
Because OpenTelemetry is vendor‑agnostic, customers may also choose alternative OpenTelemetry‑compatible backends, including open source solutions.
Additional details:
Migration resources and guidance will be shared closer to the transition period.
Transition incentives will be offered for customers moving to Helix AIOps.
7. Will there be discounts or transition incentives?
Yes. BMC plans to offer transition incentives for customers moving to Helix AIOps. Details will be communicated as they become available.
8. What happens if my contract extends beyond the End of Life date?
BMC will work directly with affected customers to ensure contracts align with the End of Life timeline.
9. How will customers be notified?
Customers will receive direct email communication regarding the End of Life. In addition, notifications will be displayed within the Stackify Retrace product interface.