Product Lifecycle
Our products are built for long-term, continuous use, delivering strong security and reliability. As market demands evolve, we develop new and more powerful solutions, which means some products must eventually be phased out. This is part of the product lifecycle. This section explains that process and how you, as a valued Clavister customer, can plan for upcoming changes.
Lifecycle Phases
General Availability Phase
Each Clavister product and service progress through a number of lifecycle phases. When a product or service is released it enter its General Availability (GA) phase. During this phase a hardware-based product may go through a series of revisions, denoted “revision A”, “revision B”, etc. These revisions are mainly to optimize the production of the product. Software products and services go through similar revisions, called Major Releases, Minor Releases and Maintenance Releases. All customers with active Clavister license plans will receive all these software releases at no extra cost.
End of Sales (EOS) Phases
At some point in time, the product or service is declared End Of Sales (EOS). Clavister will provide the distribution channel 30 days notice prior to a product’s End Of Sales date. EOS means that the product is no longer available for purchase. However, the product is fully supported and all services are available for purchase for a period of 36 months after the EOS date. It is advisable for customers to start planning for migrating to newer Clavister products during this period. For more information about which products that are declared End of Sales including designated replacement products, please visit the End of Sales section.
End of Life (EOL) Phase
36 months after the EOS date, the product is declared End Of Life (EOL). After the EOL date it is no longer possible to purchase any services for the product. End-Of-Life (EOL) of a product normally occurs 36 months after the EOS date. Deviations from this policy might occur due to events outside of Clavister’s control.
Services
Hardware Replacement
All Clavister license plans for hardware based products include a hardware replacement service, to reduce disturbances caused by hardware malfunction. In the event of a hardware malfunction, confirmed by Clavister, a similar or equivalent product or spare part is shipped from Clavister the next business day.
Hardware replacement or replacement parts will be available for 36 months following the End of Sale date, provided a valid and continuous Clavister license plan is maintained on the product. At Clavister’s discretion, hardware may be replaced with similar or equivalent product when needed.
If a license renewal is made after the expiry of the previous period, the customer is not entitled to Hardware Replacement Service during a quarantine period of three (3) months starting from the date when Clavister books the renewal purchase order.
Standard hardware warranty
All Clavister hardware products feature a standard two (2) year warranty service. The warranty asserts that the hardware components will be free from defects in material and workmanship when used in accordance with the applicable user documentation. The warranty period starts with the earliest date of either the date when the product is registered or three (3) months after shipment from Clavister.
Return Material Authorization
To obtain warranty service for your Clavister hardware you must first obtain a valid Return Material Authorization (RMA) number. Log in to MyClavister and visit the Help Desk section. Here you can request an RMA number by completing the New RMA Ticket form. Follow the instructions that you receive with your RMA number on how to return your product.
Clavister reserves the right to modify the product lifecycle policy at any time; notifications regarding changes in policy will be posted on this page. Last updated: 2013-07-01.
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