Overview
Nasuni strives to continually innovate and improve its technology, providing customers with richer functionality and more robust products. As part of this ongoing evolution, certain Nasuni products and features, including software versions and hardware models, do reach the end of their lives. Our goal is to provide straightforward product lifecycle policies that help customers to better design, deploy, and manage their IT investments.
This policy is effective November 13, 2023.
End-of-Life Policy
The general policy guidelines are:
Nasuni offers Full Version Support for the current generally available (GA) version of the Product (n). This includes all patch release versions on the current major release. For example, version 9.5 includes support for 9.5.0, 9.5.1, 9.5.2, …, 9.5.x .
Nasuni offers Limited Version Support for the two prior generally available (GA) versions of the Nasuni Edge Appliance and Nasuni Management Console (n-1, n-2) and offers Limited Version Support for the first prior GA version of Nasuni Access Anywhere (n-1). This includes all patch release versions on the prior major releases. For example, for Nasuni Edge Appliance, if 9.5 is the latest release, the 9.3 and 9.0 releases including the patch release versions will be supported.
As a general rule, for Nasuni Hardware or individual Software Features, Nasuni provides a 6-month notice of a Product's End-of-Life date. This notice appears on the Nasuni customer portal https://community.nasuni.com/s/. You are also notified by email, if you are impacted. There might be exceptions, such as when a third party unexpectedly drops support for a product, in which case we notify you as soon as we reasonably can.
Nasuni maintenance for a Product continues until the End-of-Life or End-of-Version Support date. For more details on what is no longer supported, see Unsupported Software and Hardware.
For Hardware, Nasuni does not test new software versions with hardware that has reached End-of-Life. Also, Nasuni might, at its discretion, no longer support upgrading End-of-Life hardware to new software versions. For information about replacement of hardware, contact your Nasuni Account Manager, or email AMTeam@nasuni.com.
For Software, including End-of-Life individual software features, after End-of-Version Support, Nasuni does not provide bug fixes or patches for critical bugs reported in accordance with our then-current Support Policy. Contact your Nasuni Account Manager, or email AMTeam@nasuni.com, for details on software support applicable to you.
Please contact your Nasuni Account Manager, or email AMTeam@nasuni.com, regarding your subscription status and the status of any renewals during the End-of-Life period, so that we can support you through the End-of-Life or End-of-Version Support transition timeframe.
Hardware Lifecycle
Starting in Q4 2023, all Hardware appliances have the following lifecycle.
Definitions
Full Version Support: The time period during which Nasuni provides full support for a version of a software product. Full version support includes technical support, root cause analysis, security vulnerability evaluation, documentation, and software downloads available online with regular patch updates. This is generally provided for the current GA version of the Product (n).
Limited Version Support: The time period during which Nasuni provides limited support for a version of the Product. Limited version support includes technical support, root cause analysis, documentation, security vulnerability evaluation, security and hotfix patches, but not regular patch updates. This is generally provided for the prior two GA versions of the Product (n-1 and n-2).
End-of-Version Support: The date marking the end of Limited Support for a particular software version of the Product. After End-of-Version Support, Nasuni Customer Support still makes their best reasonable effort to provide answers to any customer issue. However, any fixes or patches are released only on a currently supported version.
End-of-Life date: The date the individual software feature is obsolete, as set forth in the End-of-Life notification.
End-of-Software-Support date: For Hardware, the End-of-Software-Support date is the date that the appliance can no longer receive further software update beyond the latest currently available Full Version Support software version and Nasuni support no longer engages in troubleshooting hardware issues. Nasuni continues to troubleshoot software issues on current software versions.
End-of-Sale date: The date when a product is no longer available for purchase. Nasuni will generally provide notification at least six months before the End-of-Sale date. However, shorter time frames due to our vendors, supply chain disruptions, and other matters outside of Nasuni’s control might result in a shorter notification period.
End-of-Life cycle: A process that guides the final business operations associated with the life cycle of a Product, including hardware, or product feature. The End-of-Life process identifies when the Product or feature is obsolete. Once obsolete, the Product or feature is not sold, manufactured, improved, repaired, maintained, or supported. Note that this is separate from full product version support.
End-of-Warranty date: The date the hardware appliance is no longer supported by Nasuni, and Support no longer engages in troubleshooting hardware issues. Hardware warranties typically start at 5 years from the date of sale. Warranties can normally be extended up to 2 additional years, unless the hardware generation End-of-Software-Support date is announced before, at which point warranties can only be extended up to, but not past the End-of-Software-Support date.
Product: Any good or service provided by Nasuni whether directly or indirectly through a Nasuni-authorized reseller. This includes hardware models and software versions and features.
Hardware: Nasuni physical appliances and components.
Software: Nasuni downloadable software that runs on Nasuni hardware or virtual appliances as well as Nasuni non-downloadable software that is accessible via the internet.
Support policy: The support policy found at https://www.nasuni.com/resource/nasuni-support/, or a successor location that we point to, as it might be updated from time to time.
About this document
This End-of-Life Policy document should not be interpreted as a legally binding commitment, but rather as an informational document that might change occasionally as we respond to changing market conditions and to our customers' needs.
This document represents the current view of Nasuni as of the date it was posted. Nasuni might change or update this policy at any time, without notice. Please check this document (https://www.nasuni.com/resource/nasuni-support/) periodically to keep informed of any changes.
All Nasuni online policies and similar documents are for informational purposes only. Nasuni makes no warranties, express, implied, or statutory, by posting such documents, or about the information in such documents.