EOL Policy for IT Channel Products
Products Included/Affected

Avocent® Hardware Products

Liebert® Single-Phase UPS Hardware Products

Avocent and Liebert Software Products
Overview
The following are the policy offerings for the IT Channel Products:

Emerson Network Power will provide advance notice of a product’s end-of-sale date and/or the last day a
product can be ordered. Emerson Network Power will use its best efforts to provide an end-of-sale
notification six months prior to the last available shipping date of a product, but shorter notification may be
required based on product component availability or other extenuating circumstances.

Technical Support will be available to the original owner of the product during the warranty/maintenance
contract period of the product, not to exceed five years from the product’s end-of-sale date.

As a general rule, Emerson Network Power will use its best effort to provide a minimum of six (6) months'
notice of the affected product's end-of-sale date and/or the last day when the affected product can be
ordered. This notice will be communicated through traditional channels and posted on the Emerson
Network Power support website.

Access to Technical Support will be available for all EOL products for a period of five (5) years from the endof-life announcement date for hardware and software, unless otherwise noted in the EOL announcement.

Hardware support will be as follows:
•
Repair or replacement service for hardware with an active maintenance contract will be available
for a maximum period of five (5) years from the end-of-life announcement date.
•
Repair or replacement service will be provided in accordance with standard Return Materials
Authorization (RMA) guidelines.
To Contact Avocent Technical Support: Visit www.avocent.com.
Emerson, Emerson Network Power and the Emerson Network Power logo are trademarks or service marks of Emerson Electric Co. Avocent and the
Avocent logo are trademarks or service marks of Avocent Corporation. All other marks are the property of their respective owners. This document
may contain confidential and/or proprietary information of Avocent Corporation, and its receipt or possession does not convey any rig ht to
reproduce, disclose its contents, or to manufacture or sell anything that it may describe. Reproduction, disclosure, or use w ithout specific
authorization from Avocent Corporation is strictly prohibited. © 201 5 Avocent Corporation. All rights reserved.
EOL Policy for IT Channel Products

Software support will be as follows:
•
Software updates (including bug fixes, maintenance releases and/or patches) will be provided to
address all issues (severity 1-4) reported via the Avocent Technical Support group for the first year
following the end-of-sale date.
•
Following the first year, software updates (including bug fixes, maintenance releases and/or
patches) will be provided for severity 1 issues reported via the Avocent Technical Support group,
for a maximum period of two (2) years following the end-of-sale date.

Customers must have a current and active maintenance contract for the EOL product in order to receive
technical support. Please contact your Account Manager to purchase or renew a maintenance contract to
ensure the desired level of support is available through the end-of-life period.

The following guidelines should be followed to ensure that you receive effective support for the affected
products within your network:

•
For hardware or software that is not covered under a maintenance contract, customers may add
the product(s) to a current contract or purchase a new contract, in accordance with the milestone
dates outlined in the EOL announcement.
•
Maintenance contracts that have not been renewed or have lapsed after the milestone dates
outlined in the EOL notification are not renewable.
Renewal of your service contract cannot extend beyond the last date of support as outlined in the EOL
notification.
To Contact Avocent Technical Support: Visit www.avocent.com.
Emerson, Emerson Network Power and the Emerson Network Power logo are trademarks or service marks of Emerson Electric Co. Avocent and the
Avocent logo are trademarks or service marks of Avocent Corporation. All other marks are the property of their respective owners. This document
may contain confidential and/or proprietary information of Avocent Corporation, and its receipt or possession does not convey any rig ht to
reproduce, disclose its contents, or to manufacture or sell anything that it may describe. Reproduction, disclosure, or use w ithout specific
authorization from Avocent Corporation is strictly prohibited. © 201 5 Avocent Corporation. All rights reserved.
EOL Policy for IT Channel Products
Affected Products/SKUs (EOL Sample)
EOL Milestone Table
Milestone
Definition
Date
Advance Notice of Intent
to EOL
The date the advance notice of intent to EOL a product is distributed. The
notice is distributed to sales in order to collect feedback from the field before
the formal EOL announcement is made.
T – 3 Months
End-of-Life Announcement
The date a product’s end of life announcement is distributed. This typically
coincides with the final listing on the quarterly price list.
T= 0 (Day 0)
End-of-Sale
The last date the product is available to order.
T + 3 Months
Last Customer Requested
Shipment Date
The last possible ship date that can be requested (committed delivery date is
dependent on product lead time).
T + 6 Months
End of New Maintenance
Attachment
The last date to order a new maintenance contract or add the equipment to
an existing maintenance contract.
T + 9 Months
End of Maintenance
Contract Renewal
The last date to extend or renew maintenance for the EOL product. The
extension or renewal period cannot extend beyond the last date of support.
T + 9 Months
End of Support
The last date to receive service and support for the product. After this date,
support services for the product will no longer be available.
T + 5 Years
To Contact Avocent Technical Support: Visit www.avocent.com.
Emerson, Emerson Network Power and the Emerson Network Power logo are trademarks or service marks of Emerson Electric Co. Avocent and the
Avocent logo are trademarks or service marks of Avocent Corporation. All other marks are the property of their respective owners. This document
may contain confidential and/or proprietary information of Avocent Corporation, and its receipt or possession does not convey any rig ht to
reproduce, disclose its contents, or to manufacture or sell anything that it may describe. Reproduction, disclosure, or use w ithout specific
authorization from Avocent Corporation is strictly prohibited. © 201 5 Avocent Corporation. All rights reserved.
EOL Policy for IT Channel Products
Hardware EOL Milestone Timeline (Sample)
Software EOL Milestone Timeline (Sample)
To Contact Avocent Technical Support: Visit www.avocent.com.
Emerson, Emerson Network Power and the Emerson Network Power logo are trademarks or service marks of Emerson Electric Co. Avocent and the
Avocent logo are trademarks or service marks of Avocent Corporation. All other marks are the property of their respective owners. This document
may contain confidential and/or proprietary information of Avocent Corporation, and its receipt or possession does not convey any rig ht to
reproduce, disclose its contents, or to manufacture or sell anything that it may describe. Reproduction, disclosure, or use w ithout specific
authorization from Avocent Corporation is strictly prohibited. © 201 5 Avocent Corporation. All rights reserved.
EOL Policy for IT Channel Products
Hardware Maintenance Programs
Milestone
Limited
Silver
Gold
Term Length
Maximum of 4 years
Telephone Access
2 Years with
Product Registration1
Limited Access (8/5)
1 Year, 2 Years or
4 Years2
Priority Access (12/5)
1 Year, 2 Years or
4 Years2
Anytime Access (24/7)
Hardware Replacement
Response Time
Return to Factory – 10 to 14 day
RMA post receipt of failed unit
Within 24 Hours
Follow-Up Time
Within 5 Days
Media Retention
Option Not Available
Advanced Replacement –
Next Business Day RMA
Based on Severity Level3:
1, 2 = 4 Hours
3, 4 = 12 Hours
Based on Severity Level3:
1 = Every 8 Hours
2 = Every 2 Days
3, 4 = Best Effort
Option Not Available
Advanced Replacement –
Next Business Day RMA
Based on Severity Level3:
1, 2 = 2 Hours
3,4 = 8 Hours
Based on Severity Level3:
1 = Every 4 Hours
2 = Daily
3, 4 = Weekly
Available for Gold Customers
Separate SKU (SwitchView™ SC,
Avocent® Universal Management
Gateway Appliance)
Software Maintenance Program
Milestone
Silver
Term Length
Gold
1 Year or 2 Year Options
Telephone Contacts*
2
Response Time
Follow-Up Time2
Telephone Access
2
3
1 Year or 2 Year Options2
6
3
Based on Severity Level :
1, 2 = 4 Hours
3, 4 = 12 Hours
Based on Severity Level:
1 = Every 8 Hours
2 = Every 2 Days
3, 4 = Best Effort
Limited Access (8/5) 2
Based on Severity Level3:
1, 2 = 2 Hours
3,4 = 8 Hours
Based on Severity Level:
1 = Every 4 Hours
2 = Daily
3, 4 = Weekly
Anytime Access (24/7) 2
1
Communication is via email or phone. Response times are based on initial contact.
8/5 (English, French, German Mandarin in all Geos); 24/7 (English in all Geos)
3
Start date is date of purchase
*Technical contacts are qualified customer contacts that will be authorized to open support incidents and interact with Technical Support.
2
PLEASE NOTE THAT ALL RESPONSE TIMES AND FOLLOW-UP TIMES ARE ESTIMATES ONLY. AVOCENT WILL USE ITS BEST EFFORTS TO MEET THE NOTED
TIMES BUT MAKES NO GUARANTEE OR WARRANTIES WITH RESPECT TO SUCH RESPONSE TIMES AND FOLLOW-UP TIMES. THE ABILITY OF AVOCENT TO
RESOLVE SOME SOFTWARE ISSUES OR TRIAGE AN ISSUE THAT MAY NEED ENGINEERING TO RESOLVE MAY REQUIRE REMOTE ACCESS TO THE SOFTWARE
ENVIRONMENT. FAILURE TO PROVIDE REMOTE ACCESS MAY RESULT IN A DELAY OR LACK OF A RESOLUTION FOR THE REPORTED ISSUE.
To Contact Avocent Technical Support: Visit www.avocent.com.
Emerson, Emerson Network Power and the Emerson Network Power logo are trademarks or service marks of Emerson Electric Co. Avocent and the
Avocent logo are trademarks or service marks of Avocent Corporation. All other marks are the property of their respective owners. This document
may contain confidential and/or proprietary information of Avocent Corporation, and its receipt or possession does not convey any rig ht to
reproduce, disclose its contents, or to manufacture or sell anything that it may describe. Reproduction, disclosure, or use w ithout specific
authorization from Avocent Corporation is strictly prohibited. © 201 5 Avocent Corporation. All rights reserved.