Mason is committed to providing our customers with high-quality hardware and software products. Although we strive to remove vulnerabilities during development, software vulnerabilities are a common occurrence in today's market. We are constantly evolving our solutions and offerings to provide customers with the best-in-class updates, security patches and device reliability.

Mason advises customers to install the latest Mason OS for their respective device(s), security updates, and service packs** to remain as secure as possible. For the latest information on security updates, see Android Security Bulletins | Android Open Source Project. Older OS versions may not meet today's more demanding and ever-evolving security requirements. While we strive to provide support for all Mason customers and devices, Mason may be unable to provide security updates for older versions of the Mason operating system. We recommend all customers update their devices at the end of Extended Support.

The Mason OS policy provides:

A defined support lifecycle timeline at the time of Mason OS launch
Three years of Mainstream support
An additional period of Extended Support for two more years
A Paid support option

Mainstream Support

The first phase of the Mason OS lifecycle is Mainstream Support. At the supported service pack level, Mainstream Support for Mason OS includes:

Technical support and general questions
Self-help support at http://support.bymason.com
Security update support
Non-security updates (bug fixes)
Request to change product design and features

Mainstream support starts at the release of a major version of Mason OS. Mason OS 2.0, Mason OS 3.0 and Mason OS 6.0 are all major versions of Mason OS. They are based on Android 7, Android 8 and Android 11 respectively. A Mason OS major version will typically release approximately every 3 years. Please visit the Mason OS page for information on the latest releases.

Extended Support

The next tier up from Mainstream Support is Extended Support. At the supported service pack level, Extended Support includes:

Technical support and general questions
Self-help support at http://support.bymason.com
Non-security updates (bug fixes)

Paid Support

The final tier of support provided by Mason is Paid Support. At the supported service pack level, Paid Support includes:

Technical support and general questions
Self-help support at http://support.bymason.com
Non-security updates (bug fixes)

Service Packs**

As part of Mason’s efforts to continually improve Mason software for the best customer experience, updates and fixes are created and released frequently for recognized issues. Mason OS fixes are regularly combined into a single package (called a service pack) that can be installed via the Mason CLI. Visit our docs site at any time for details on how to update the Mason OS version running on your devices and for the latest service pack information.

Mason OS Service Packs (also referred to as Mason OS minor version) are typically released every 6 months. When a new service pack is released, Mason provides up to 12 months of support for that service pack.

When support for a service pack ends, Mason no longer provides new security updates, or other non-security updates for that service pack. If a customer requires escalation to development for further guidance, a non-security update, or a security update, they will be asked to upgrade to a more recent, fully-supported service pack.

When Extended support for a Mason OS version ends, support of all the service packs for that Mason OS also ends.

Mason publishes specific support timelines for a previous service pack when the new service pack is released. Please see https://docs.bymason.com/devices#device-mason-os for details.

Mason recommends all customers update their devices at the end of Extended Support. This will help ensure the best user experience, reduced vulnerabilities and risks and improved reliability.

General Policy

The lifecycle phases for Mason OS support policy are as follows:

Type of Support	Mainstream Support [1]	Extended Support [2]	Paid Support
Technical support and general questions	Available	Available	Available
Self-help support (TBD)	Available	Available	Available
Security update support	Available	Available3	Available [3]
Non-security updates (bug fixes)	Available	Available	Available
Request to change product design and features (subject to Mason approval)	Available	Not Available	Available

An externally exploitable vulnerability that allows code execution without user interaction is considered a critical security issue.

[1] Three-year support cycle

[2] Two-year support cycle

[3] Critical Security updates only

Exceptions

There may be exceptions to the above as noted in the customer MSA. Please reference your MSA for terms specific to your contract.

The following exceptions also apply:

Device / OS	Exception
D450C1 / Android 7	An additional year of feature support till June 2022 or until Android 11 is OTA, whichever comes first
F450A1 / Android 7	An additional year of feature support till June 2022 or until Android 11 is OTA, whichever comes first
G450A1 / Android 7	An additional year of feature support till June 2022 or until Android 11 is OTA, whichever comes first

FAQ

What is the difference between Mainstream and Extended Support?

Mainstream support starts at the release of a major version of Mason OS. Mason OS 2.0, Mason OS 3.0 and Mason OS 6.0 are all major versions of Mason OS. They are based on Android 7, Android 8, and Android 11 respectively. A Mason OS major version will typically be released every 3 years.

The lifecycle phases for Mason OS support policy are above.

What is the Lifecycle Policy for service packs?

The support policy for a Mason OS service pack that is less than 12 months is tied to Mainstream and Extended. Service packs older than 12 months are not supported.

How can customers and partners estimate the life cycle for products and services?

The Mason OS provides a minimum of 5 years of support from the release date of Mason OS. The lifecycle combines 3 years of Mainstream Support and 2 years of Extended Support. Thereafter, Mason offers Paid Support. If you’d like more information on Paid Support, please contact Customer Support for more details specific to your use case.

Will Mason offer support beyond Extended Support?

Yes. Please contact Customer Support for details on paid support. You can view the OS lifecycle policy above.

What is Mason's policy on security updates?

Mason is committed to providing products with improved security. Although we strive to remove vulnerabilities during development, software vulnerabilities remain a fact today and we must be prepared to respond when they are discovered. Mason recommends customers install the latest Mason OS release on their respective devices, plus service pack and security updates to remain as secure as possible. Mason is committed to maintaining security, we may however be unable to provide security updates for older products, leaving them at risk in the face of more demanding security requirements.

How long do you provide security updates for your products?

Security updates will be provided for the duration of the Mason OS Lifecycle. During Mainstream support, Mason will provide monthly Android-related security updates, additionally, bi-annual services packs will provide a rollup of the security updates. For Extended and Paid support, Mason will provide security updates for those deemed critical* only.

Customers that upgrade to the latest Mason OS, remain on Mainstream support and continue to receive monthly security updates and the rollup every six months through the service pack.

What is a critical security update?

An externally exploitable vulnerability that allows code execution without user interaction is considered a critical security issue.

What is the pricing model for Mason OS Paid Support?

Please contact Customer Support for details.

What if I am not ready to update my mason OS?

Mason understands that our customers may not be ready to update to the latest version of Mason OS. Please contact Customer Support to discuss your needs. In general, Mason recommends installing the latest Mason OS release and service pack in order to remain as secure as possible.

How do I update my Mason OS?

For details on latest service pack visit https://docs.bymason.com/devices#release-notes. Then go to https://docs.bymason.com/platform/cli#mason-deploy-ota for details on how to update the Mason version running on your device.

Can I rollback an OS update on my devices?

We are developing automated OS rollback capability on Mason OS devices that run on Android 11. Please contact Customer Support for more details.

Can I talk to someone regarding my support plan?

Yes. Please contact Customer Support at http://support.bymason.com and/or mailto:support@bymason.com

How do I purchase Mason OS Paid Support?

Please contact Customer Support at http://support.bymason.com and/or mailto:support@bymason.com

How does Mason’s OS lifecycle relate to Android updates?

Mason OS Mainstream support ensures monthly security updates for Mason devices. Since the general rule of thumb for Android monthly security bulletins is up to 3.5 years from the Android release date, Mason cannot guarantee security updates during Extended support.

How often does Mason push out OS releases?

Mason will release a major version of Mason OS approximately every three years and a respective service pack (minor) approximately every six months. Service packs will end at Extended support.

Where can I find the latest information on Mason OS supported versions?

Please contact Customer Support or visit https://docs.bymason.com/devices#release-notes