Videri End-of-Life (EOL) Policy
1. Purpose and Scope
This End-of-Life (EOL) Policy outlines the processes and timelines for phasing out Videri products, including hardware, software, and custom solutions. It is designed to provide customers and partners with transparency regarding product lifecycle management and to ensure consistent support expectations. This policy applies to all standard and custom Videri products, including but not limited to:
- Hardware (e.g., Spark Series Displays, SparkBridge Media Players)
- Software (e.g., Portal CMS, API/SDKs, embedded firmware)
- Services (e.g., support agreements, professional services, and LTS options)
2. Definitions
- Standard Products: Videri hardware and firmware, including but not limited to Spark Series Displays, SparkBridge Media Players, firmware, and device operating systems that >are part of the core, non-customized offerings.
- Major Products: Core Videri software platforms, including Videri Portal CMS and Mobile Device Management (MDM) solutions, which form the foundation of the Videri ecosystem and provide critical content management, device management, and platform integration capabilities.
- End-of-Sale (EOSale): The date after which a product is no longer available for purchase.
- End-of-Software-Updates (EOSU): The date after which no new software updates, including security patches or feature enhancements, will be released for the product.
- End-of-Support (EOSupport): The date after which no technical support, repairs, or replacements will be provided.
- Custom Products: Any hardware or software specifically designed, configured, or manufactured to meet unique customer requirements, including unique configurations, special materials, custom firmware, or bespoke software integrations.
- Long-Term Support (LTS): An optional service offering extended support beyond the standard EOS date for a premium.
- Legacy Product: A product that has reached its EOS date but remains in limited use.
- Last Time Buy (LTB): The final opportunity for customers to place purchase orders for a product before it reaches its EOS date.
3. EOL Phases and Milestones
Videri follows a structured approach to product EOL, including the following key milestones:
- End-of-Sale (EOSale):
- Will be communicated at least 6 months prior to the EOSale date for Standard Products (Hardware and Firmware) and at least 12 months prior for Major Products (Portal CMS and MDM).
- After the EOSale date, no new units will be sold, and remaining in-stock inventory may be available for a limited period on a first-come, first-served basis.
- End-of-Software-Updates (EOSU):
- Will occur no sooner than 36 months after the EOSale date for Standard Products (Hardware and Firmware), aligning with the standard 3-year >warranty period.
- For Major Products (Portal CMS and MDM), EOSU will occur no sooner than 24 months after the EOSale date.
- After the EOSU date, no new software updates, security patches, or feature enhancements will be provided, unless covered by an active LTS agreement.
- End-of-Support (EOSupport):
- Will occur no sooner than 36 months after the EOSale date for Standard Products (Hardware and Firmware) to align with the standard 3-year warranty.
- For Major Products (Portal CMS and MDM), EOSupport will occur no sooner than 24 months after the EOSale date.
- After the EOSupport date, Videri will no longer provide technical support, replacement units, or repairs. Critical security patches may be provided on a besteffort basis for an additional 12 months if covered by an active LTS agreement.
- Long-Term Support (LTS):
- Available for select products, providing extended support for up to 5 years beyond the EOSupport date.
- LTS may include continued access to critical security patches, bug fixes, and limited technical assistance.
- Terms and pricing for LTS are defined in separate agreements and may vary by product line.
- Last Time Buy (LTB):
- Customers will be notified at least 6 months before the EOSale date to place final orders.
- LTB orders are non-cancellable, non-returnable, and may be subject to minimum order quantities (MOQs) or other purchase conditions.
- LTB products will be supported only until the designated EOSupport date, unless covered by an active LTS agreement.
4. Notification Requirements
Videri is committed to providing customers and partners with advance notice of EOL milestones:
- Minimum Notification Period: EOL dates will be communicated at least 6 months prior to the EOSale date for Standard Products (hardware and firmware) and at least 12 months prior to the EOSale date for Major Products (Portal CMS and MDM).
- Official Communication: EOL notifications will be sent to the primary email address associated with the customer account and/or provided through partner portals, direct >account manager communication, and the Videri website.
- EOL Product Lists: Videri will maintain a publicly accessible list of EOL products on its website, including specific EOSale, EOSU, and EOSupport dates for each product.
This list will be updated regularly to ensure accuracy.
Support and Maintenance after EOL
Legacy Support: Technical support will be available for a fixed 6-month period following the EOSupport date. After this period, support will only be available through a Long-Term Support (LTS) agreement, if applicable. Legacy support is limited to basic troubleshooting and does not include firmware updates, hardware repairs, or advanced diagnostics.
- Spare Parts: Replacement parts may be available for an additional 12-24 months after the EOSupport date, subject to inventory levels and end-of-life planning. Availability is not guaranteed, and pricing may reflect the reduced availability of components.
- No SLA Guarantees: Standard SLAs do not apply to EOL products. Response times for technical support may vary significantly, and priority support is not available without an active LTS agreement.
- Long-Term Support (LTS): Available for select products under separate agreements. LTS may include continued access to critical security patches, bug fixes, and limited technical assistance for up to 5 years beyond the EOSupport date. Terms and pricing for LTS vary by product line and will be specified in individual agreements.
- Post-Legacy Support Options: After the 6-month legacy support period, customers may request premium support at an increased service fee, subject to availability, resource constraints, and the age of the product. This support is not guaranteed and may require separate agreements.
6. Upgrade and Migration Options
Videri will work with customers to identify suitable upgrade paths or migration services.
Potential options include:
- Discounted Pricing for Newer Models: Special pricing for customers upgrading to the latest Videri hardware or software platforms, including volume discounts for larger deployments.
- Data Migration and Software Upgrades: Assistance with transferring data from legacy systems to current platforms, including database migration, API integration, and firmware updates to ensure seamless operation.
- Professional Services for Custom Integration: Custom engineering support for integrating Videri solutions into unique customer environments, including API customization, third-party system integration, and workflow optimization.
- Buyback or Trade-In Programs: Financial incentives for returning eligible EOL hardware, which may include credit toward new purchases or reduced pricing on >upgraded solutions.
- Technical Consulting and Project Management: Dedicated support for complex upgrade projects, including site assessments, deployment planning, and long-term digital transformation strategy.
7. Warranty Considerations
Warranty Coverage for EOL Products
Warranties for EOL products will remain valid03/27/2025 Last Updated: 03/27/2025 until the expiration of the original warranty period, as specified in the product’s original purchase agreement. No warranty extensions or renewals will be offered once a product reaches its EOSupport date. However, for customers with active Long-Term Support (LTS) agreements, extended warranty coverage may be available for select products, including continued access to replacement parts, critical hardware repairs, and priority support. Terms and pricing for LTS warranty extensions will be defined in separate agreements.
8. Spare Parts Availability
Global Policy: For products reaching End-of-Support (EOSupport), spare parts may be available for a period of 12–24 months, subject to inventory levels, component availability, and end-of-life planning. Availability is not guaranteed beyond this period, and pricing may reflect limited inventory and manufacturing constraints.
- EU Compliance – CE-Marked Products: For CE-marked electronic displays sold within the European Union, Videri complies with EU Regulation (EU) 2019/2021, which mandates extended spare part availability. Specifically:
- Videri guarantees the availability of the following critical spare parts to professional repairers for a minimum of 7 years after placing the last unit of a model on the EU market:
- Internal power supply
- Connectors for external equipment (e.g., USB, HDMI, antenna)
- Capacitors
- Batteries or accumulators (if applicable)
- DVD/Blu-ray module (if applicable)
- HDD/SSD storage modules (if applicable)
- The following spare parts will be made available to both professional repairers and end-users for the same 7-year period:
- External power supplies
- Remote controls
- The start of the 7-year obligation is based on the date when the last unit of a model is placed on the EU market, which may differ from Videri’s internal Endof- Sale (EOSale) date. This includes any final shipments made to distributors or partners.
- Spare parts will be replaceable using commonly available tools and without causing permanent damage to the product.
- A public list of all applicable spare parts, along with ordering instructions and repair information, will be made available on Videri’s website:
- For the components listed above for end-users: by the time the first unit of the model is placed on the EU market.
- For the professional repairer-only parts: no later than 2 years after the first unit is placed on the EU market.
9. Liability and Limitations
- Performance and Compatibility Disclaimer: Videri is not responsible for the continued performance, compatibility, security, or interoperability of EOL products beyond their EOSupport date. This includes, but is not limited to, the impact of firmware, software, or operating system updates, third-party integrations, and changes to network or security protocols.
- Assumption of Risk: Customers assume all risks associated with the continued use of EOL products, including potential security vulnerabilities, reduced performance, and loss of functionality. Videri strongly recommends upgrading to supported products to maintain optimal performance and security.
- Third-Party Components: Videri reserves the right to discontinue support for thirdparty components, plugins, or integrations that are part of an EOL product. This includes components that rely on external APIs, cloud services, or proprietary protocols that may no longer be maintained by their original vendors.
- Data Integrity and Security: Videri is not liable for data loss, security breaches, or data integrity issues that may arise from the continued use of EOL products, including those resulting from unsupported firmware, outdated encryption methods, or unpatched vulnerabilities.
10. Amendments and Changes
Policy Updates and Amendments
Videri reserves the right to modify this EOL Policy at any time to reflect changes in product lines, market conditions, regulatory requirements, or strategic priorities. If Videri determines a change to this policy is significant, including adjustments to EOL timelines, support terms, or product classifications, Videri will communicate such change to customers through one or more of the following methods:
- Website Notification: Updates will be posted on the Videri website.
- Direct Communication: Customers may receive notifications through email, account manager outreach, or partner portals.
- Contract Amendments: Where applicable,changes may also be reflected in customer contracts or service agreements.
Continued use of Videri products or services following an EOL policy update constitutes acceptance of the revised terms. Customers are encouraged to review this policy periodically for the latest information.
11. Contact Information
For questions about this policy or specific product status, please contact your Videri account manager or email support@videri.com.
Effective Date: 03/27/2025 Last Updated: 03/27/2025
