Dealer Program Policies

II. Additional Operational Policies

  • D. End of Life Policy
    1. Purpose

      To define a policy for end-of-life to manage the life and support of products. “Products” in the policy are items with unique, externally identifiable identifiers, SKUs, or Software Release Version. Common causes of EOL are market demands, product maturity, or technology/development-driven changes. This policy applies to all products with EOL notices dated on or after 5/30/2023 (effective date).

    2. Key Terms
      • End of Life (EOL) - A process that guides the final business operations associated with the Snap One product life cycle. The end-of-life process consists of a series of technical and business milestones and activities that, once completed, make a product obsolete. Once obsolete, the product is not sold, improved, maintained, or supported.
      • End of Sale (EOSale) - a product is no longer offered for sale after this date. The EOSale date is documented in the EOSale notice.
      • End of Service (EOService) - a long-term software release (minor versions) will receive no future development. Once a product is at EOService, an upgrade to a newer version is required to receive improvements and fixes.
      • End of Support (EOSupport) - this is the last date that the Company will support a product.
      • Maintenance Release – a software release that does not contain new features or content.
      • Terminal Software Release – the final version of firmware that can be installed on a product.
      • Final Compatible Control4 OS - The last OS installed on a Control4 project in which a product can be included.
      • Discontinued – notice has been provided that a product has gone EOSale, but stock remains available to purchase.
      • Legacy – a product has gone EOSale and is no longer available to purchase.
    3. End of Life Policy and Milestones
      1. Hardware
        End of Life Policy - Hardware

        An EOSale notice (1) for a product is typically done three months before the EOSale date. After the EOSale date (2), the product will no longer be available to purchase. In addition, there will be no development of new content or features beyond maintenance releases.

        While a product is no longer sold post an EOSale event, there is a Final Support Period (3) that lasts typically 5 years* for hardware products. During the Final Support period, the Company will continue to provide maintenance releases and security updates.

        During the Final Support Period, an End of Support (EOSupport) Notice (4) will be issued (typically three months in advance) indicating when a product will no longer be supported by Snap One. Post the EOSupport Date (5), the Company will no longer provide maintenance and support for the product. At the end of support, if not done earlier, a Terminal Software Release may be defined indicating the final version of software compatible with the product. A Final Compatible OS may also be defined if applicable to the product.

      2. Software
        End of Life Policy - Software

        An EOService notice (1) for a software product is typically done three months before the EOService date. After the EOService date (2), there will be no development of new content or features beyond maintenance releases.

        While a product is no longer serviced post an EOService event, there is a Final Support Period (3) that lasts typically 1 year* for software products. During the Final Support period, Snap One will continue to provide maintenance releases and security updates.

        During the Final Support Period, an End of Support (EOSupport) Notice (4) will be issued (typically three months in advance) indicating when a software version will no longer be supported by the Company. Post the EOSupport Date (5), Snap One will no longer provide maintenance and support for the software. An update to the latest version will be required to maintain access to improvements and fixes. As a general rule, the Company will maintain full service and support on the current version and the two preceding minor versions with general availability of typically 7 years* post release.

        *Typical time frames are noted. Deviations may occur on a case-by-case basis due to various business conditions and circumstances. The aforementioned time frames are a guideline for Dealer business planning purposes, and should not be interpreted as a legal obligation or guarantee by the Company to Dealer. The Company shall endeavor to provide notice of any adjustments to the typical time frames as is reasonably practicable.

Version: January 16, 2024