Product Lifecycle Policy

Product Technical Support

Tosibox provides technical support for a period of 4 years to customers with valid licenses of supported Tosibox Node and Lock products. Extended support can be purchased and renewed on annual basis. 

Customers with Tosibox Platform subscription receive technical support for supported products as long as they have a current and fully paid subscription. 

Technical support is not provided for products that reached the End of Product Support and End of Life milestones.  

Software product versions 

Tosibox software product lifecycle consists of major, minor, and patch versions: 

• Major (M.0.0) – Distinctively a new generation of product or significant changes in the product functionality, performance, or security. 

• Minor (x.N.x) – Brings new features, improvements and bug fixes for security and non-security issues. 

• Maintenance (x.x.P) – A patch fixing functional defects or security vulnerabilities, may bring small improvements for existing functionality. 

Tosibox 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. 

Software support and updates

The software support policy is applied to Tosibox software products such as firmware for Tosibox Node/Lock devices, Tosibox Hub, Key desktop and mobile clients. Tosibox cloud services such as TosiControl and other backend systems follow an internal lifecycle policy and do not require any actions from customers.  

Support for major and minor software product versions is a minimum of 12 months from the General Availability or 6 months from the release of the next major or minor version, whichever is shorter. Maintenance releases (patches) do not extend the lifespan. A new maintenance release automatically deprecates any previous maintenance release within the same major or minor version. 

Tosibox provides software updates free of charge to all customers with valid product licenses, support agreements and subscriptions. All Tosibox products are capable to download and install software updates with minimum actions from customers. 

Customers are responsible for updating Tosibox products and making sure that they are using the latest supported versions. 

Hardware support 

The hardware support policy is applied to Tosibox Node and Lock devices, Tosibox Key hardware, and Tosibox Central Lock appliance. 

As a general rule, support for hardware products is a minimum of 5 years after the End of Sales notification. Two-year hardware warranty is included in all physical products, extended warranty is available on request basis. 

Supported hardware products receive Tosibox firmware updates and are tested for compatibility with other Tosibox products. 

Customers are responsible for updating Tosibox devices and making sure that they are using the latest supported versions of Tosibox software. 

Accessories support 

Accessories that are used with a Tosibox hardware product that is announced End-of-Life, follow the product’s lifecycle, sharing an End-of-Sale date. 

Third party product support 

Tosibox offers third party products that extend or complement functionality of Tosibox hardware and software products. 

Managed services 

Tosibox 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 well-informed ahead of significant milestones, Tosibox sends electronic notifications in advance. To receive these notifications, partners and customers should provide Tosibox with their contact details, specifically an email address, which will be used for product lifecycle related notifications. 

Tosibox publishes End of Sales and End of Life announcements on the dedicated support page.

EOS and EOL Announcements

Partners and customers are encouraged to visit the page regularly as it contains useful information regarding Tosibox product lifecycle. 

For the End of Sales milestone, Tosibox is dedicated to notifying partners and customers a minimum of 30 days prior to the date for software products and 6 months prior for hardware products. When communicating the End of Sales, Tosibox also announces the End of Product Support date. 

For the End of Life notifications, Tosibox commits to inform partners and customers at least 3 months in advance for software products and 12 months in advance for hardware products. 

Risk of using products after the End of Life date 

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

• Lack of updates: Once a product reaches its end-of-life date, 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 the Tosibox. 

Policy changes 

Tosibox 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.