End of Life Policy
Last Revised: November 1, 2022
Products reach the end of their life cycle due to a number of reasons such as market demands, availability of parts, technology development and innovation. While this is an established part of the overall product life cycle, Markforged recognizes that end-of-life (“EOL”) milestones often prompt companies to review the way in which such milestones impact the Markforged products in their environment. This EOL policy will help our Markforged customers to manage EOL transitions and communicate the service options for Markforged’s commercial offerings that are nearing their End of Life.
Markforged’s End of Life Policy (“Policy”) applies to hardware, material, software and services, including subscriptions and offers that may combine any of the above.
The purpose of this policy is to document the requirements for the End of Life (EOL) for all Markforged hardware, material, software and services, including subscriptions (each, a “Product”).
This policy applies to EOL notifications made globally on or after November 1st, 2022. It does not apply to Products that are already subject to a notification prior to November 1st, 2022.
End of Life Milestones:
First external notification of EOL is typically six (6) months before the End of Sale (“EOS”) date. The EOS date is the date on which customers can no longer purchase the Product. In addition, Eiger (both hosted and on-prem) updates will not necessarily support any affected printer(s) after this date. Such a notice will appear on Markforged.com at https://markforged.com/eos-eol.... Please visit this site regularly as it contains useful information regarding Markforged’s EOL program.
Last Customer Ship date is three (3) months after the EOS date.
No plans, including renewals, with a term that extends beyond the Last Day of Support (LDOS) will be sold after EOL Notification Date.
Plans that are ordered before the EOS cannot have an auto-renew date that is subsequent to the LDOS date.
Markforged will typically provide the following if there is an active support contract or subscription associated to the device(s):
One (1) year of routine failure analysis for hardware from EOS date.
One (1) year to add (attach) a new service contract (hardware, software and application software) from EOS date.
Three (3) years of support via Markforged Technical Services for application software from EOS date.
Three (3) years of support via Markforged Technical Services for subscriptions (on-premise software, software as a service (SaaS)) from EOS date.
Three (3) years of OS support for critical bugs and security vulnerabilities from EOS date.
Five (5) years of support via Markforged Technical Services for hardware.
Five (5) years of replacement parts for hardware from EOS date, in accordance with our WAR/Return Materials Authorization (RMA) process.
Renew service contracts for hardware, operating system (OS) software and application software as long as the contract end date does not exceed LDOS as defined in the external announcement.
Renew or Add-on to an existing subscription from EOS date as defined in the external announcement and will not exceed LDOS.
Access to Markforged Technical Services will be available until LDOS.
For purposes of this policy, the following definitions apply:
End of Life (EOL)
A process that guides the final business operations associated with the Markforged product, service or subscription life cycle. The end of life process consists of a series of technical and business milestones and activities that, once completed, make a product, service or subscription obsolete. Once obsolete, the product, service or subscription is not sold, improved, maintained, or supported.
End of Life Notification Date
The date when the end of sale and the end of life milestones for a product, service or subscription is communicated to the general public.
End of Sale Date (EOS)
The product, service or subscription is no longer for sale after this date. This is also the last date to order the product, service or subscriptions through Markforged point-of-sale mechanisms. The EOS date is documented in the EOL notification.
Last Date of Support (LDOS)
The last date to receive applicable service and support as entitled by active service contracts for covered products. After this date, the service is no longer available.
Success Plan, Service Plan, Subscription