Tosi Product Lifecycle Policy

A Tosi product or service may enter the end-of-life process for various reasons, including, but not limited to, the availability of newer, more technologically advanced products, market demand, changes in threat landscape, impaired functionality, or component availability.

Milestones

The following diagram provides an overview of the product lifecycle and its key milestones.

 

The timeframes between General Availability, End of Sales, and End of Product Support may vary depending on whether the product is hardware or software.

Milestone Description

• General Availability (GA) - The date when the product is released and is available for ordering.
• End of Sales Notification (EoSN) - The date when Tosi informs the End of Sales date of the product.
• End of Sales (EoS) - The last date when the product can be ordered. After this date the product is no longer available for sale. Customers may still purchase the product from a partner if it remains in stock.
• End of Product Support - Notification (EoPSN) The date when the company informs the End of Product Support date of the product. Customers are advised to start planning a process for replacing or upgrading the product. End of Product Support Notification may be bundled with the End of Sales Notification.
• End of Product Support (EoPS) - The final date to receive customer support, software updates and security fixes. After this date, the product may still receive updates with critical security fixes. Customers are advised to replace or upgrade the product promptly.

Technical Support

Tosi provides technical support

• Customers with Tosi Platform subscription receive technical support for supported products as long as their subscription is current and fully paid.
• Customers with a valid licenses of supported Tosi Gateway products for a period of 4 years. Extended support is available for purchase and can be renewed annually.

To be eligible for technical support customers are responsible for updating Tosi products and making sure they are using the latest supported versions. Technical support is not available for products that are past the End of Product Support milestone.

Software support and updates

Tosi provides software updates to customers with valid product licenses, support agreement and subscription. All Tosi products are capable to download and install software updates with minimum actions from customers. Software support policy is applied to Tosi software products such as firmware for Tosi Gateways, Tosi Hub, Key desktop and Mobile Clients. Tosi services such as Tosi Control and other backend systems follow an internal lifecycle policy and do not require any actions from customers. Software products are supported:

•  Minimum of 2 years after the End of Sales (EoS) date.

Hardware support

As a general guideline, all physical products include a two-year hardware warranty, with extended warranty options available upon request. The hardware support policy applies to Tosi Gateway and Tosi Key hardware. Hardware products are supported:

• Minimum of 5 years after the End of Sales (EoS) date.

Supported hardware products receive firmware updates and are tested for compatibility with other Tosi products. Customers are responsible for updating their Tosi devices and ensuring they are running the latest supported version of software.

• Accessories; Accessories that are used with a Tosi hardware product that is announced End of Product Support, follow the product’s lifecycle, sharing an End of Sale date.
• Third party products; Tosi offers third party products that extend or complement functionality of Tosi hardware and software products. Third party products share the warranty and lifecycle of the OEM and may differ from Tosi lifecycle policy.
• Managed services; Tosi provides support for managed services to customers with valid service contracts. Tosibox is responsible for updating customer environments to the latest supported versions.

Lifecycle communication

To ensure partners and customers are informed of significant changes in product milestones, Tosi sends electronic notifications in advance. Partners and customers must provide Tosi with their contact details to receive product lifecycle-related notifications. Tosi also publishes End of Sales and End of Product Support notifications on its dedicated support page. Partners and customers are encouraged to visit the page regularly, as it contains valuable information regarding the product lifecycle.

Milestones are communicated in advance in the Knowledge base

Software product versions

Tosi software product lifecycle consists of major, minor, and maintenance versions:

• Major (version.x.x) – Distinctively a new generation of product or significant changes in the product functionality, performance, or security.
• Minor (x.version.x) – Brings new features, improvements and bug fixes for security and non-security issues.
• Maintenance (x.x.version) – A patch fixing functional defects or security vulnerabilities, may bring small improvements for existing functionality.

Tosi reserves the right to discontinue or deprecate existing functionality from a new major or minor product version based on changes in the threat landscape, market situation, security standards, operating system support, or any other business reason. All such changes are noted in the product release notes.

Risk of using products after the End of Product Support date

Using Tosi products after their end-of-life poses several risks:

• Lack of updates: Once a product reaches its end-of-life, it stops getting updates, including security patches. This leaves the product vulnerable to newly discovered vulnerabilities and exploits.
• Increased vulnerability: As time passes, cybercriminals continue to develop new methods to exploit vulnerabilities. Without updates, a product becomes increasingly vulnerable to attacks, potentially compromising the entire system or network it is intended to protect.
• Compliance issues: Using outdated products may lead to compliance violations with industry regulations and standards. Many regulatory bodies require organizations to maintain up-to-date security measures to protect sensitive data and ensure customer privacy.
• Decreased performance: Unsupported products may experience compatibility issues with newer software, hardware or network protocols, leading to decreased performance or system instability. This can disrupt operations and impact productivity.
• Legal and liability concerns: In the event of a security breach or data compromise, using outdated products may expose organizations to legal liabilities and financial penalties. Courts may view neglecting to update security measures as negligence in protecting sensitive information.

To mitigate these risks, it's essential for organizations to regularly review and update their products, and invest in newer solutions that are actively supported by Tosi.

Policy changes

Tosi reserves the right to change the product lifecycle policy without prior notice. In this case, the new policy will be made available on the public website for partners and customers.