General policy guidelines for Discontinued Products
Axis provides 5-year limited hardware warranty applicable to the majority of Axis hardware portfolio*.
The warranty includes defects in design, workmanship and material under normal use during the warranty period. Axis will, under the warranty, either repair or provide replacement of defective products**
Please note that purchases shipped from Axis to the original purchaser after product discontinuation date might come with a limitation in the hardware warranty. Please update yourself on the warranty coverage when buying products after final order date by consulting Axis 5-year limited hardware policy at Axis.com/warranty.
Warranty of Hardware
Axis will continue to offer support and RMA service for Discontinued Products until 6 years*** after the Discontinuation / 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. Out of warranty price applies when warranty period has expired or is considered to be out of warranty. 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.
AXIS OS Support
The device's Software, referred to as AXIS OS, determines its functionality. When upgrading, the device will receive the latest available functionality, security patches and bug fixes depending on the chosen firmware track. AXIS OS is not covered by Axis hardware warranty. The support depends on the age of the firmware and not the age of the product on which it is running. Axis have different firmware tracks for devices, Active and Long-term Support (LTS) tracks. Active tracks are developed during 1-2 years. Each active track ends with an LTS release that will be supported during 5 years. At end of that period, the track goes End-Of-Support. Axis will no longer be able to deliver official updates for those products. Axis will however still have its support channel opened for feedback and provide options in order to mitigate potential issues.
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.
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.
(*) Please refer to the respective product’s technical documentation for warranty details. This means that eligible Axis hardware shipped out to the original purchaser after the 1st April 2020 will be entitled to the new 5-year warranty offering.
(**) This includes the cost of the repair or replacement of defective products only.
This means that shipment, customs/VAT and other export/import related costs are excluded (local terms and condition apply as per the commercial agreements with original purchaser and for export countries).
(***) Axis hardware shipped out to the original purchaser before the 1st April 2020 have 5-year support.