Solved: Confusion about End of Life Support Policy

SebbJ · ‎04-12-2012

Hello!

I experience some confusion about what Polycom actually means with their support. Take the SoundPoint IP 430 as an example. In the link below, they state that "Support for the product will be available until 04/30/2015."

http://support.polycom.com/PolycomService/support/cn/support/voice/soundpoint_ip/soundpoint_ip430.ht...

However, as far as I understand, they no longer release any firmware updates for that model

It could be due to the EoL Support Policy , which states "Polycom may, at its discretion, stop offering Time and Materials support services prior to the End of Service Life Date."

Well, my question is: what do they actually mean when they say that support will be available until a certain date? What is included in "support"?

I will be very thankful if someone can help me clear this out!

Greetings

Sebastian

SteffenBaierUK · ‎04-12-2012

Hello Sebastian,

welcome to the Polycom Community.

Basically this means that no new Software Revision like UCS 3.3.x or their follow up is compatible with this Phone.

Polycom will still update the existing supported SIP 3.2.x Software as we are due to launch the SIP 3.2.7 in the near future.

No new features will be added and usually it will only include fixes for existing issues.

Best regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

SteffenBaierUK · ‎04-12-2012

Hello Sebastian,

welcome to the Polycom Community.

Basically this means that no new Software Revision like UCS 3.3.x or their follow up is compatible with this Phone.

Polycom will still update the existing supported SIP 3.2.x Software as we are due to launch the SIP 3.2.7 in the near future.

No new features will be added and usually it will only include fixes for existing issues.

Best regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

SebbJ · ‎04-12-2012

Hello Steffen!

Thank you very much for clearing that out for me!

/ Sebastian

Confusion about End of Life Support Policy

Confusion about End of Life Support Policy

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