Purpose

This policy defines Synaccess’s approach to product lifecycle management, including End of Sale (EOS), End of Life (EOL), hardware support, firmware maintenance, and cloud-related software considerations.

It is intended to provide customers with predictable lifecycle timelines while preserving flexibility for long-lived infrastructure deployments.

This policy applies to Synaccess hardware products unless otherwise stated.

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Scope

This policy applies to:

• Synaccess hardware products with a defined SKU or model number
• Synaccess firmware running on supported hardware

This policy does not apply to:

• Custom or OEM-specific agreements where lifecycle terms are contractually defined
• Third-party software or services not operated by Synaccess

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Definitions

End of Sale (EOS)

The date after which a product is no longer available for purchase from Synaccess.

End of Life (EOL)

The date after which Synaccess no longer provides hardware repair, replacement, firmware maintenance, or technical support for a product.

For Synaccess products, Last Day of Support (LDOS) is synonymous with End of Life (EOL).

EOL Notification Date

The date on which Synaccess publicly communicates EOS and EOL milestones for a product.

Critical Security Fix

A firmware or software update addressing a vulnerability that poses a material risk to system security or stability. Critical security fixes do not include new features or enhancements.

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Hardware Product Lifecycle Policy

End of Sale (EOS) Notification

Synaccess will provide a minimum of 12 months’ notice prior to EOS for hardware products.

EOS notifications will include:

• EOS date
• Expected EOL date

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Last-Time Buy (LTB)

Following End of Sale, Synaccess may, at its discretion, offer a limited Last-Time Buy (LTB) window to existing customers.

LTB orders:

• Are subject to component availability
• May require extended lead times
• May be subject to minimum order quantities
• May be non-cancelable

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Hardware Support After EOS

Unless otherwise stated in writing:

• Hardware repair, RMA, and replacement support may be available for up to 5 years after EOS, subject to parts availability, service feasibility, and warranty status
• Out-of-warranty repair or replacement services may be offered at Synaccess Network's discretion and may incur applicable service fees

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End of Life (EOL)

EOL typically occurs 5 years after EOS.

After EOL:

• Hardware repair and replacement are no longer available
• Firmware maintenance and security updates cease
• Technical support is discontinued

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Firmware and Software Support Policy

Firmware Maintenance

Synaccess will use commercially reasonable efforts to provide critical security fixes for supported hardware platforms during the applicable maintenance period.

Firmware maintenance may be available for up to 5 years after EOS, subject to hardware support status and technical feasibility.

New feature development is not guaranteed after EOS.

Customers may be required to update to the latest supported firmware version in order to receive fixes.

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Technical Support Policy

Technical support is provided for products prior to EOL.

Synaccess intends to provide technical support through EOL, subject to the applicable support program and service terms.

Support scope and response times depend on the customer’s applicable support tier.

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Exceptions and Contractual Overrides

This policy represents Synaccess’s standard lifecycle approach.

Specific customers may have lifecycle terms defined in:

• Master Service Agreements (MSAs)
• OEM agreements
• Enterprise contracts

In the event of a conflict, the executed agreement governs.

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Policy Updates

Synaccess reserves the right to update this policy.

Changes to this policy will not retroactively alter previously published EOS or EOL milestone dates for existing products.

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