Summary
Gigamon is committed to delivering high-quality products and continued innovation. Gigamon may periodically discontinue specific parts or products. This policy is intended to help customers and partners transition to alternative Gigamon solutions in an orderly manner.
1. Scope
This policy applies to Gigamon hardware appliances and software products, including virtual appliances that are not provided as physical appliances.
This policy defines the product lifecycle milestones, customer ordering and renewal rights, support boundaries, and publication requirements that apply when Gigamon discontinues a product.
2. Terms and Definitions
Announcement Date
The date on which Gigamon publicly posts the End of Sale (EOS) and End of Life (EOL) notice. Gigamon will make commercially reasonable efforts to provide at least six (6) months' notice before the EOS Date.
End of Sale (EOS) Date
The last date on which an order for the product may be placed through Gigamon-authorized partners. After this date, the product is no longer for sale.
Final Supported Release (FSR)
The Final Supported Release is the last major software version Gigamon will support for the product after the EOS Date, often identified by a specific GigaVUE-OS or Long Term Support (LTS) release. Gigamon will generally confirm the Final Supported Release approximately twelve (12) months after the EOS Date. Under Gigamon’s support terms and conditions, customers must eventually move to this version to remain eligible for the full term of Gigamon support, though they may remain on their current supported Long Term Support (LTS) release until its applicable support end date.
End of Software Support (EOSS) Date
For each EOS product, the End of Software Support (EOSS) Date is the last date on which Gigamon will provide software updates for the product’s Final Supported Release. End of Software Support is the point at which vulnerability and bug fixes stop.
Support-Renewal Cutoff Date
The last date on which a customer may renew an existing support contract or software subscription for EOS assets. Eligibility to renew requires support or subscription coverage to have remained continuous from the EOS Date. This date is typically one (1) year before the EOL Date. No support contract or software subscription may extend beyond the published EOL Date (see Section 3.3 for term-license software exceptions).
End of Life (EOL) and End of Support Date
The last date on which a customer may receive applicable service and support for the product under an active support contract or limited warranty terms and conditions. After this date, no support services will be available.
3. End of Sale Process
3.1 EOS Announcement and Notice
The product discontinuation process generally begins with an EOS announcement made available through the Gigamon Customer Portal, Gigamon Partner Portal, Gigamon VÜE Community, or another designated public communication channel.
The announcement will identify the applicable product and its EOS Date, Support-Renewal Cutoff Date, and EOL Date. Gigamon will make commercially reasonable efforts to provide a minimum of six (6) months' advance notice before the EOS Date.
3.2 New Orders
Gigamon will continue to accept orders for the EOS product, as well as orders for support and software maintenance for that product, through the EOS Date. After the EOS Date, the product will no longer be available for new sale.
3.3 Renewals
Customers with active support contracts or software subscriptions for the EOS product may renew an existing contract or subscription after the EOS Date only through the Support-Renewal Cutoff Date and subject to the following conditions:
- Support or subscription coverage must have remained continuous from the EOS Date.
- A renewal term may not extend beyond the EOL Date.
- Customers whose support contracts or software subscriptions have lapsed after the EOS Date are not eligible to renew.
Exception for Term-License Software: Notwithstanding the Support-Renewal Cutoff Date, Gigamon may permit the renewal of term-license software subscriptions after the Cutoff Date, provided that the renewal term ends on or before the EOL Date.
4. Gigamon Hardware Appliances After the EOS Date
4.1 General Support Period
In general, support and maintenance for a Gigamon hardware appliance will be available for five (5) years after the EOS Date. The published EOL Date will identify the actual end of the support period for the appliance.
The EOL Date is distinct from the EOSS Date. The EOSS Date ends software updates for the Final Supported Release; support services may continue for eligible customers until the EOL Date.
4.2 Supported Software Versions
Supported software versions for an appliance remain eligible for support and software maintenance as defined in Gigamon’s Support Policy until their applicable software release support end date. For each EOS product, the EOSS Date identifies the last date on which Gigamon will provide software updates for the product’s Final Supported Release. Gigamon will publish the generally available date and EOSS Date for supported software releases on its public software-version support table.
4.3 Final Supported Release
Approximately twelve (12) months after the EOS Date, Gigamon will confirm the Final Supported Release for the EOS appliance. Customers must eventually upgrade to the Final Supported Release to remain eligible for the full term of Gigamon support and software maintenance for the appliance through the EOSS Date, but may remain on their current supported Long Term Support (LTS) release until its applicable support end date.
Gigamon will provide software updates, including maintenance releases, for the Final Supported Release through its EOSS Date, on a schedule determined by Gigamon. Customers with active support contracts may continue to receive applicable support services until the EOL Date. For hardware covered by an active support contract and following the standard five-year lifecycle, the EOSS Date will typically occur approximately forty-eight (48) months after the EOS Date. The remaining twelve (12) months before the EOL Date will be a support-only Transition Period.
4.4 Transition Period: Support Between the EOSS Date and the EOL Date
The period from the EOSS Date through the EOL Date is the Transition Period. During the Transition Period, hardware support (e.g., hardware replacement or repair) is provided only to customers who maintain an active hardware support contract; an active software subscription alone does not entitle a customer to hardware support.
During the Transition Period, eligible customers can contact support engineers, receive troubleshooting assistance for configuration and performance issues, as well as access to Knowledge Base articles. However, no software updates or fixes (including patches, maintenance releases, new functionality, and CVE/security vulnerability fixes) will be provided. Gigamon recommends that customers migrate to supported appliances before the Transition Period.
At the EOL Date, all support services, including hardware and software support, will cease.
5. Gigamon Software Products
This section applies to Gigamon software products, including virtual appliances, that are not provided as physical appliances.
For a software product, an EOS announcement means the discontinuation of the product line with no direct replacement. It does not mean the discontinuation of a specific software version.
In general, a software product will be supported through the later of:
- two (2) years after the EOS Date; or
- the published EOSS Date for software releases that were generally available as of the EOS Date.
The EOSS Date and EOL Date for each EOS product will be published in the Supported Products table. The Software Version Support table will separately list the applicable support end date for each software release.