Hardware Lifecycle Policy

Bigleaf Networks’ Cloud Connect solution includes customer premises equipment (CPE) that is managed according to defined product lifecycle milestones. Over time, hardware may become obsolete due to factors such as:

• Manufacturer component availability or cost constraints
• Software and operating system requirements exceeding device capabilities

Bigleaf defines its CPE product lifecycle using the following milestones:

Table 1: Life Cycle Definitions

Product Lifecycle Policy

When Bigleaf prepares to introduce a new CPE as part of a lifecycle event for an existing product, an EOS Bulletin will be issued approximately 6 months prior to the End of Sale (EOS) date.

Bigleaf will continue to fulfill orders for impacted products, including RMA replacements, prior to the EOS date, or until inventory is depleted.

Following EOS, Bigleaf will continue to provide:

• Standard technical support (tiers 1 and 2)
• Ongoing software and firmware updates

These services will continue through the published EOTS date.

End of Technical Support

Once a device reaches the End of Technical Support (EOTS) milestone, the following conditions apply:

• Technical support and troubleshooting are no longer provided
• Software updates, including security patches and feature enhancements, are discontinued
• Hardware repair services are not available
• Continued network service is not guaranteed due to outdated hardware and software

Prior to a CPE reaching the EOTS milestone, Bigleaf may engage with partners and customers to discuss device and subscription refresh planning.

Bigleaf reserves the right to discontinue service on devices that have passed EOTS if they pose a reliability or security risk to the network.

Table 2: CPE Lifecycle Schedule

Note: EOS Bulletin timing is defined in Table 1. Specific bulletin dates are communicated through partner and customer notifications.

Note: This policy is not applicable for legacy wholesale providers that white label and/or self-manage the CPE and service delivery to their end customers