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 on this document.

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.