Exinda End-of-Availability and End-of-Support Policy

January 31, 2012

Overview

The Exinda End-of-Availability and End-of-Support policy reflects the intention of Exinda to ensure predictable support terms for customers by defining how hardware and software will be supported on existing products after said products have become no longer available for sale.    

Policy for Hardware

Exinda Networks, Inc. ("Exinda") will repair or replace all defective Field Replaceable Units (FRUs) for a period of three years from the End of Availability (EOA) date for that FRU under a current paid service agreement.  Exinda reserves the right to substitute functionally equivalent product and/or peripherals.

All EOA hardware will be considered End of Support (EOS) three years after the EOA date or per the date provided on the EOA hardware’s EOA notice, whichever is later.  When EOA hardware becomes EOS, Exinda will no longer provide hardware or software support.  Support for EOA/EOS hardware/software beyond the EOS date stated in the EOA notice is at the sole discretion of Exinda.

Policy for Software

For those customers covered under a current service agreement, software support comprises two areas (1) unspecified Feature / Maintenance releases and (2) unspecified Patch/Fix releases:

1.            A Feature Release is a release (example x.0) where new features/enhancements are created for use on Exinda equipment and a Maintenance Release is a release (example x.0.1) where maintenance requirements are instituted for a feature release.

For discontinued hardware (EOA hardware), Exinda will test and qualify any new software releases (Feature / Maintenance releases) only if requested by customer in writing and within a period of two years after the hardware EOA date.  Exinda makes no claim or promise, either expressed or implied, that EOA hardware will support a Feature Release which was made generally available after a hardware platform’s EOA date without prior written consent between Exinda and customer.  

2.            A Patch Release consists of software patches for the Exinda software to operate properly on existing equipment.  Where Exinda develops and provides software patches, those software patches will also be provided for EOA hardware covered by a valid service agreement for a period of three years.  Exinda will patch the last valid Maintenance Release for EOA hardware or may request customer upgrade to a later supported release with prior mutual agreement between Exinda and customer.  Support for EOA/EOS hardware/software past the EOS date stated in the EOA notice is at the sole discretion of Exinda.