End-of-Life Policy

Know when it’s time to transition your technology and make the transition as seamless and pain-free as possible 

Products reach end of life for reasons based on market demands, innovation, and supply chain.  Over time newer technologies replace dated functionality as ongoing end of life cycles.  To better assist customers, iS5 has an end-of-life policy to transition customers to the newer and better technologies.

End-Of-Life (EOL) Policy Guidelines

1. Notifications

As a general rule, iS5Com will provide 6 months’ End-of-Life (EOL) notification for the obsolescence of select products from its portfolio resulting from an internal review and business decisions. This EOL notification will appear on the iS5Com’s web site at https://is5com.com/support/

2. Access to iS5Com’s Technical Action Center 

Available at [email protected] or TOLL FREE at +1 844-475-8324, it will be available from 9am to 5pm EST, for a period of 5 years from the End-of-Sale date for hardware. Where a service request is placed after the mentioned hours, an iS5Com Technical Support Consultant will contact you the following business day.

3. Return Manufacturing Authorization (RMAs) 

RMAs of discontinued products will be repaired and / or replaced with an equivalent or higher-grade product within the warranty period where applicable or for a period of 5 years from the end-of-sale date. Contact the support team at [email protected] or call us to complete and submit your RMA request form through our Technical Action Center.

4. General Availability (GA)

Where applicable, iS5Com’s Technical Action Center (TAC) can recommend the latest known General Availability (GA) release for the said EOL product. Any operating system software outside of the last known firmware version will no longer have maintenance or release patches.

5. Service Level Agreements

All our customers are encouraged to have a Service Level Agreement (SLA) with iS5Com. SLAs can be tailored to suit individual needs through standard SLA packages or customized solutions. Contact your Regional Sales Manager regarding fees payable during the EOL period to ensure support through the EOL transition period.

6. For Ongoing Support

To continue receiving support for the affected EOL products and to ensure network efficiency you may:

  1. For hardware or software that is not covered under an SLA; customers may add the product(s) to a current contract or purchase a new contract until 12 months after the end-of-sale date.

  2. SLA’s that have not been renewed or have lapsed after 12 months of the end-of-sale, are not renewable.

EOL Milestones

iSCom’s commitment to customer satisfaction and end-of-life milestones are as shown in Table 1.

what our clients say

Thank you again for working with us to enable this functionality on a one‐off situation. Your willingness to develop a new version of the iDMS software just to support us is greatly appreciated and shows that iS5Com is willing and able to go above and beyond the status quo. Please extend our appreciated thanks to all of your team who assisted in this development.

Travis Phifer, Projects Manager

It was our pleasure to meet with you guys and get excellent information on your company and capabilities! I feel really confident that we'll have an excellent working relationship as we strive to use your products as our standard offering.

Patrick Avery, General Manager, Automation

We, NASMA TELECOMMUNICATIONS LLC, Oman, have installed various models of iS5 Communications Inc. networking devices in our projects and are pleased with their performance and interoperability.

Naresh Pai, Regional Head, Telecom & Security

We had a chance to test the updated switches this morning. It’s a night and day difference. Performance is much better. We’re ready to head out to the field.

Andrew Spurgeon, Manager, Product Management

iS5 provides a solid, hardened product that meets my utilities needs for a very competitive price. Features such as 1000BaseT Ethernet, fiber optic uplink options, POE, secure protocols for administration, standards-based management and solid user interface provide excellent value for the money. So far, all the units have been working perfectly with no issues, some of them have been in place for over a year.

Rett D. Walters, Manager of Information Technology

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