What needed to be done ? Well, the basic data for taking such an decision would be to determine how many users of that particular product version were still there, and what percentage of the total users were still there on that particular version. It would be easier if the instrumentation for this was built into the various products; in which case, it is a matter of building the analysis that takes the data from the different software product versions out there in the market and determines the percentage of users who are still using the different software versions out there. What we finally decided was that once the percentage of users of a previous software version dropped to below 4% and it was the software version that was released the earliest, we would start notifying users, going to support forums and the various social networks to explain the reason for dropping support, providing the users with an upgrade path and the proper explanation for the reason for dropping support.
When this decision is communicated many weeks or months in advance of the timeline, it helps the users to come out in favor or against the decision and lets the team react to these and provide the explanation for the same. Once this kind of discussion happens, it lets many users understand the basis for the decision and maybe even accept it (a lot of users just want to understand why something like this has taken place).
Dropping support for a software version is complicated, we will need more posts to walk through the reasoning and the reasons for the same. Look forward to the next post in this series.