Stellar Cyber Product Support and End of Life Policies
This article defines the Stellar Cyber Product Support and End of Life Policies. It also includes a summary of End of Sale dates for Stellar Cyber hardware and release dates for Stellar Cyber software.
Overview
At Stellar Cyber, we recognize that technology products inevitably reach their natural End of Life for various reasons. This may occur due to advancements in technology, marketplace changes, or the unavailability of essential components. As part of our commitment to our customers and partners, we aim to make this transition as seamless as possible while providing transparency about what to expect during this process. Here are some terms used in this document:
General Availability (GA)
A product GA is when the product is released to the public, and customers can purchase and use it.
End of Sale (EOS)
The End of Sale date marks the last date that a product is available for purchase through Stellar Cyber. When possible, we aim to offer newer revisions of the same product or provide migration recommendations. During the support period, customers can still receive support including hardware RMA, provided the hardware is still under warranty, and software updates, provided a valid support contract is maintained for the product. Support may include technical support, bug fixes, maintenance releases, workarounds, and patches for critical bugs.
End of Life (EOL)
The End of Life date signifies the last date for receiving service and support for the product. After this date, support services for the product become unavailable and related information is removed from our support resources.
Product Support Policy
Our Product Support Policy is designed to define the timeline and support level for our products.
End of Software Maintenance (EOSM)
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For hardware products, EOSM typically occurs 24 months after the EOS of a hardware product.
Refer to End of Sale Dates for a summary of Stellar Cyber hardware EOS dates.
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For software products, the following EOL applies:
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Stellar Cyber will use commercially reasonable efforts to provide two release lengths notice prior to a software product EOS, at which time the software product will no longer be available for order.
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Stellar Cyber will provide technical assistance for the latest three releases. Example: If the current GA version is 4.3.7, we will support 4.3.7, 4.3.6, & 4.3.5.
Refer to the Timeline of Stellar Cyber Releases for a chronology of Stellar Cyber software releases.
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Stellar Cyber Product Warranty
All Stellar Cyber hardware products are covered by an initial 12 month hardware warranty. Details on your software and hardware warranty are outlined below.
Hardware Warranty
The standard warranty for our hardware is 12 months from the date of shipment by Stellar Cyber. Additional warranty of 2 more consecutive years can be purchased by subscribing to the annual hardware support. It is a 'return and repair' hardware service model. If an RMA is required during the warranty period, we will work with you to confirm the hardware problem and issue an RMA number to be used when you ship the product to Stellar Cyber.
You are responsible for all shipping costs incurred in returning the defective product. Products will be repaired or replaced within two weeks from receipt of the failed device. Stellar Cyber will pay all shipping costs incurred in the shipment of the repaired or replaced product back to you, excluding any costs or fees associated with 1 importation for shipments outside of the United States. If, however, Stellar Cyber reasonably determines that the item is functional, you will pay all transportation costs. If the defective product returned is not covered by the terms of the warranty, or is out of warranty, then you are responsible for the cost of repair by Stellar Cyber, including all shipping expenses.
Warranty Restrictions
The hardware and software warranties do not apply if the product:
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Has been altered, except by an authorized Stellar Cyber, Inc. employee or representative.
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Has not been installed, operated, repaired, or maintained in accordance with the instructions supplied by Stellar Cyber, Inc.
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Has been subjected to unreasonable physical or electrical stress, misuse, negligence, accident, or damage caused by an Act of God.
Hardware Return Procedures
A defective item can only be returned if it references a return material authorization (RMA) number issued by authorized Stellar Cyber support personnel. To request an RMA number, open a case with https://stellarcyber.ai/support/.
Hardware Replacement
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Hardware replacement will be available within 3 years after the EOS of the appliances, provided a valid hardware warranty is maintained. At the discretion of Stellar Cyber, hardware may be replaced with a similar or equivalent product.
Note that Stellar Cyber advises customers to consider the level of protection and service offered by authorized Stellar Cyber Partners when purchasing products to avoid grey market products.
Communication Strategy
Stellar Cyber is dedicated to maintaining transparent and effective communication with our customers regarding product life cycle milestones. We will strive to notify customers in advance of key events, such as End of Sale, to ensure a seamless transition.
Should you have any questions or require further assistance, please reach out to our customer success team.
End of Sale Dates
This section lists the End of Sale dates for Stellar Cyber hardware:
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April 14, 2024 – Photon 300 (all versions)
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November 15, 2023 – Photon 100, Photon 150, and M3000 Data Processor
The Photon 100 and Photon 150 were replaced with the Photon 160
The M3000 was consolidated with the M6000
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2020 – M100 Data Processor
Timeline of Stellar Cyber Releases
This section lists Stellar Cyber software releases in reverse chronological order:
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March 18, 2024 – 5.1.1
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October 7, 2023 – 4.3.7
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June 9, 2023 – 4.3.6
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February 24, 2023 – 4.3.5
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September 9, 2022 – 4.3.4
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July 18, 2022 – 4.3.3
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June 3, 2022 – 4.3.2
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April 13, 2022 – 4.3.1
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February 19, 2022 – 4.3.0 (Limited Release)
