- Purpose. As a leader in cloud security technology, Netskope is committed to improving its products and services through continuous innovation. As part of this commitment, Netskope has developed this Netskope One SD-WAN Life Cycle Policy (“Policy”) to ensure that Netskope customers and partners have transparency and clarity regarding the Netskope One SD-WAN product lifecycle, including the announcement of End-of-Sale (“EOS”) and End-of-Life (“EOL”) stages, as well as available migration options.
- Scope. This Policy applies specifically to Netskope’s One SD-WAN hardware products and associated Software and Cloud Subscription Services. Netskope may, at its discretion, update and modify this Policy by posting new terms, to be effective with respect to purchases and renewals of Hardware and Cloud Subscription Services after new terms are posted.
- Hardware Products. For Hardware, the following applies:
- Netskope will use commercially reasonable efforts to provide 6 months notice prior to a Hardware product’s EOS, at which time the Hardware product will no longer be available for order. Acceptance of orders by Netskope is at all times subject to availability of inventory, and Netskope may cease accepting orders for a Hardware product on less than 6 months notice where inventory is depleted.
- Netskope will continue to offer and provide support for each Hardware product for a period of 5 years following the EOS date, provided that the applicable Cloud Subscription Service and support services have been purchased and maintained continuously for the Hardware product.
- Hardware replacement or replacement parts will be available for 5 years following the EOS date, provided that the applicable Cloud Subscription Service and support services have been purchased and maintained continuously for the Hardware product. At Netskope’s sole discretion, Hardware may be replaced with a similar or equivalent product.
- Software embedded inside Hardware will continue to be supported according to the software section below. In addition, Netskope will maintain compatibility between the last Major and Minor feature release available for Hardware for the duration of the EOL cycle.
- Each Hardware product must be covered by current support as at the EOS date to be eligible for support service renewal. Support services may be renewed for the duration of the EOL cycle, but cannot be allowed to lapse and then reinstated later.
- Software. For Software, the following applies:
- Each Software release will be supported for 24 months from the date of release as follows:
- Each release includes three numbers (x.y.z): The “x” and “y” represents the version of the Software release.
- Maintenance releases: The “z” in the x.y.z nomenclature above represents a maintenance release, which only includes bug fixes.
- Software support may include Updates, Hotfixes and correction of Errors.
- Support for embedded Software does not entitle customers to software that is designed to provide access to subscription services or functionality that is not included in the customer’s current Cloud Subscription Service. Correction of Errors or Hardware issues may require implementation of a currently supported Update in accordance with Netskope’s standard support terms.
- Cloud Subscription Service. For Cloud Subscription Services, the following applies:
- Netskope will use commercially reasonable efforts to provide 6 months notice prior to a Cloud Subscription Service’s EOS, at which time the service will no longer be available for order.
- For customers who have a valid Cloud Subscription Service at the time of the EOS announcement: (i) Netskope will continue to operate the Cloud Subscription Service through the end of each customer’s subscription term; and (ii) customers may continue to renew their subscription until the EOL date.
- Definitions. For the purposes of this Policy, the following definitions apply:
- Cloud Subscription Service means the online, Web-based applications provided by Netskope identified as a Netskope One SD-WAN cloud subscription service on an order.
- Documentation means Netskope’s published specifications and documentation for the Hardware, Software and Cloud Subscription Services in effect as of the date the Hardware and Cloud Subscription Services are purchased, as such specifications and documentation may be updated or revised by Netskope.
- End of Life (“EOL”) means the last day that a product will be supported by Netskope. For Cloud Subscription Services, the last day the cloud service would be shutdown.
- End of Sale (“EOS”) means the last day that a product will be available for order from Netskope.
- Error means an identified error or fault in the Software that causes a failure of the Software to perform in accordance with the Documentation.
- Hardware means the Netskope One SD-WAN hardware products that are provided by Netskope for use with a Cloud Subscription Service.
- Hotfix means a planned software change that is done to address a specific bug or to patch vulnerabilities. Hotfixes do not have a specific frequency and are done on an as-needed basis.
- Life Cycle Policy means this policy covering End-of-Sale announcement through End-of-Life for a product.
- Major feature release means where each release includes three numbers (x.y.z): The “x” represents a major feature release, which usually includes a large number of new features and/or significant software architectural changes.
- Minor feature release means the “y” in the x.y.z nomenclature above represents a minor feature release, which usually includes a small to medium number of new features and typically minimal software architecture changes.
- Updates means updates and new versions of Software, if and when available, that Netskope generally releases from time to time to customers without additional fees. Updates may include new features required to support functionality in the Cloud Subscription Services or Hotfixes.
- Software means the software embedded or provided for use on the Hardware.
Last updated: August 2023
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