Axis provides its 3-year limited product Warranty as a standard. The Warranty includes defects in design, workmanship and material under normal use during the Warranty Period. Axis will, under the Warranty Period, at no cost either repair or replace defective products. An Extended Warranty will give the original purchaser additional 2 years of Warranty coverage.
Warranty of Hardware
Axis will continue to offer global support and RMA service for Discontinued Products until 5 years after the Final Order Date. After this time the product is referred to as End of Support, and Axis will only offer online support and no longer provide support through Helpdesk, Chat or Phone. As long as the product is within the Warranty Period, the RMA service covering Hardware, is at no cost. If the Warranty Period has expired, then Axis will use its best efforts to support and provide RMA service, and then the out of warranty price list applies. The primary alternative for Axis RMA service will be to provide service of the Discontinued Product. However, as an alternative, at Axis sole discretion, the Discontinued Product will be replaced by the recommended replacement product, as stated on the product page on axis.com. Axis will not provide any additional development work of the Discontinued Product.
Maintenance of Firmware
Product Software, referred to as Firmware, is Software that determines the functionality of the Axis product. When downloading FW from Axis, Axis product will receive the latest available functionality. Latest available FW and LTS Firmware releases can be found on https://www.axis.com/support/firmware. Axis FW is not covered by Axis’ Warranty. The level of maintenance for FW depends on the age of the FW and not the age of the product on which it is running. Axis refers to this as End of Upgrade, EOU. The prioritization of maintenance will be based on effect/effort ratio and issues reported for each specific release. Known bugs and limitations will be excluded, only new critical FW issues reported and affecting security, stability and robustness will be considered. Axis will deliver Firmware upgrades for a certain period of time, approx. 1-2 years and highly depending on the Hardware capabilities. LTS Firmware will have a longer guaranteed maintenance phase, normally more than 5 years after EOU.
Maintenance of Software
Axis offers IP surveillance Software, as a complement to Axis network cameras, video encoders and access control products. Latest available SW can be found on https://www.axis.com/support/downloads. Axis SW will be entitled for support 3 years after Final Order Date. During this period Axis may release any SW maintenance releases or bug fixes to the SW product. When this period has elapsed, Axis will no longer develop, repair, maintain, or test the SW in question. SW delivered pre-installed on Axis Hardware and where Hardware is subject to RMA service, will be delivered “as is”. Axis SW is not covered by Axis Warranty.
Further, Axis will, in general and using its best efforts:
i. to the extent possible, provide bug fixes, maintenance releases, workarounds or patches for major technical errors and/or critical bugs reported via Axis Helpdesk. Bear in mind that it may be necessary to use upgrade SW releases to correct a reported problem.
ii. not add support for any new devices or FW functionality upgrades that require development work in Axis Discontinued SW.
iii. not add support for new versions of computer operating systems.
iv. not add any new functionality or improve any functions or develop additional features for the Discontinued Products
Definitions of some of the terms used in this notice:
Discontinued Products and/or SW: Axis Products and/or SW which have been discontinued according to a Product Discontinuation Statement.
End of support, EOS: The last date after Final Order Date that Axis provides support and RMA services for Discontinued Products.
End of upgrade, EOU: After the decision of EOU the FW will be in maintenance state and only minor updates will be provided in order to secure system stability and security.
Extended Warranty: Axis offered Extended Warranty to the original purchaser.
Final Order Date: The last date to order a Discontinued Product.
Firmware, FW: The operating system of an Axis embedded product.
Hardware, HW: The physical product and its physical components.
Long-term support Firmware, LTS Firmware: Where the maintenance phase will be provided for a longer time.
Product Discontinuation Statement: A statement stating the Final Order Date. The statement can be found on Axis Partner Pages
Software, SW: A program running on a computer.
Warranty: Axis limited Hardware warranty to the original purchaser.
Warranty Period: A period of 3 years from the date of the original purchase of the Axis products.