End of Service Life
The purpose of the End of Service Life (EOSL) Policy is to clearly define Enterasys Networks' service and support policy for hardware and software products that have been discontinued. Any deviations from this policy require written approval from the Vice-President, Customer Advocacy.
Product Discontinuation (End of Product Life)
Enterasys considers a product discontinued when it can no longer be ordered from Enterasys. For many discontinued products, Enterasys will either migrate end-user customers to a more current revision of the same product or provide recommendations on a migration strategy.
An example of when Enterasys may elect to discontinue product is when the technical capabilities of the product have reached the end of their useful life in the marketplace. In this case, the logical strategy is to work with end-user customers to shift their investment from further revision of discontinued product toward migration to comparable new products. In some cases, this may include an upgrade or exchange promotion or some form of packaged migration services.
Enterasys communicates major product discontinuations to partners at least ninety (90) days prior to the discontinuation date. End-user customers may obtain the latest discontinuation information on Enterasys products by contacting Enterasys Global Services (refer to the Global Technical Assistance Center home for contact information) Enterasys customers with active service contracts will be proactively monitored for product discontinuations.
End of Service Life Policy
Enterasys' End of Service Life Policy becomes effective upon product discontinuation. This policy applies to Enterasys-manufactured product only (see section below on Third Party Product Support).
For discontinued software products, Enterasys shall provide full support on the current major release of the product plus one release back, including any minor releases or maintenance releases issued against the product, provided that the end-user customer continues to maintain an active service contract. An example of each type of release is as follows:
Major Release = V1.0 to V2.0
Minor Release = V1.1 to V1.2
Maintenance Release = V1.0x
For hardware products that were discontinued after January 1, 2005, Enterasys will continue to provide support for a period of five (5) years from the date of discontinuation, provided that the end-user customer maintains an active service contract. Products that were discontinued prior to January 1, 2005 will remain on the previous three-year End of Service Life (EOSL) schedule, unless otherwise stated, and may include the following deliverables (specific level of support based on customer's service contract):
- Extended Warranty: 9 x 5 technical telephone support, return-to-factory service for repairs, and around-the-clock web access to the best information on repairs and other maintenance information.
- Technical Access: Unlimited access to technical expertise and ongoing technical enhancements through firmware upgrades. Includes 24 x 7 technical telephone support, return-to-factory service for repairs, firmware updates and web support.
- Express Parts: Provides all of the elements of Technical Access plus a full range of advanced parts replacement services, including next-business-day, same-business-day, and around-the-clock services.
- On-Site Response: Provides all the features of Express Parts as well as the services of a skilled, Enterasys-authorized engineer to ensure fast, expert repairs.
Once a product has been discontinued, renewals of subsequent service contracts may be limited to reduced levels of support, and the product may no longer be eligible for engineering escalations. This information will be communicated as appropriate to impacted customers and partners.
Third Party Product Support
End of service life support for third party product may vary from Enterasys' standard End of Service Life policy, depending on the specific product and associated agreement that Enterasys has with the product manufacturer. Enterasys shall endeavor to communicate any deviations from the standard policy for third party product as appropriate to impacted Enterasys customers and partners.
Policy Exceptions
There may be scenarios or requirements that exist where Enterasys will need to provide support beyond the stated End of Service Life Policy (e.g., specific customer or geography considerations). There are also cases where Enterasys has made contractual commitments for support periods that are longer than the stated five (5) year commitment. These exceptions will be reviewed on a case-by-case basis and resolved as appropriate.
Enterasys reserves the right, at its discretion, to continue providing support beyond the standard five-year service availability period. This support may consist of either full support or limited support. Enterasys will endeavor to communicate any exceptions to the standard policy as appropriate.