NEOX End-of-Life Policy
1. Purpose
NEOX Networks is committed to delivering high-quality Next-Generation Network Visibility products and services to our customers and partners. To maintain innovation and optimize resource allocation, we may periodically discontinue certain hardware, software, or product lines. This policy sets out the key terms under which products will move to End-of-Sale (EOS) and End-of-Life (EOL) status, and what our customers and partners should expect.
2. Scope
3. Definitions
- End-of-Sale (EOS) Product: A Product for which NEOX will no longer accept new orders after the Last Sale Date.
- Last Sale Date: The final date by which NEOX will accept orders for the EOS Product.
- End-of-Life (EOL) Date: The date after which NEOX will no longer provide any support, maintenance, software updates, or patches for the Product.
- Final Release: The last generally available (“GA”) version of software for the EOS Product, released within the defined upgrade window.
- Support and Maintenance Agreement: The contract under which a customer receives support services for a Product from NEOX.
Diagram 1 : NEOX Product End of Life Cycle
4. EOS Announcement & Last Sale Date
5. Orders, Shipping & Renewal After EOS
- Between the EOS Notice and the Last Sale Date, NEOX will continue to accept orders for the EOS Product, and associated support and maintenance.
- NEOX may, at its discretion, agree to ship orders accepted before the Last Sale Date after that date.
- After the Last Sale Date, customers with active support/maintenance agreements may renew their agreements, subject to the terms below, but such renewals shall not extend beyond the EOL Date.
6. Support and Maintenance Post-Last Sale
- For hardware and product-embedded software: support and maintenance will typically remain available for five (5) years following the Last Sale Date.
- For separately-licensed software: support and maintenance will typically remain available for one (1) year following the Last Sale Date.
- After the EOL Date, NEOX will not provide any support or maintenance of any kind for the EOS Product.
7. Software Release Policy
- If a customer has an active support agreement as of the Last Sale Date, they will receive all software updates and upgrades for twelve (12) months after the Last Sale Date, and must upgrade to the Final Release within this period.
- After the Final Release, NEOX will provide maintenance releases and updates:
- For “Technology Releases” (short lifecycle) — support will continue for 12 months from the Final Release general availability date.
- For Long-Term Support Releases — support will continue for 24 or 36 months, depending on release date and designation.
- Once that period ends, only critical-priority patches (“Hot Patches”) may be provided, until the earlier of (a) the expiration of the customer’s support contract or (b) the EOL Date.
8. Lapse of Support Coverage
If a customer’s support and maintenance agreement lapses before the Last Sale Date and is not renewed immediately, it cannot be reinstated and no further support or maintenance will be available after the Last Sale Date for that Product.
9. Warranty Terms
If a customer has an active warranty at the Last Sale Date, NEOX will honor the warranty for its applicable term, subject to the Software Release Policy notes.
10. Communication & Transition Assistance
NEOX will provide customers and partners with guidance regarding the transition of EOS Products to newer or alternative product lines. We encourage early planning of migration paths to ensure continuity and security.
11. Exclusions & Special Cases
This policy does not affect Products not yet announced as EOS/EOL. NEOX reserves the right to change lifecycle terms for specific products or regions, subject to providing proper notice. In unusual circumstances (e.g., urgent security vulnerability), NEOX may extend or shorten timelines at its discretion.
12. Policy Revision
NEOX may update this policy from time to time. The “Last Updated” date will be indicated on the published version. Customers should consult the NEOX website or partner portal for the latest version.
Last Updated: 11/18/2025
