Evergreen Support Policy

Freeport Technologies prides itself with assisting customers in managing their Freeport hardware and software lifecycle process. The Freeport Evergreen Support Policy (ESP) was developed to help facilitate the lifecycle migration of Freeport hardware to its’ next generation platform.

Evergreen Support Policy

evegreen-support-logo

Freeport Technologies prides itself with assisting customers in managing their Freeport hardware and software lifecycle process. The Freeport Evergreen Support Policy (ESP) was developed to help facilitate the lifecycle migration of Freeport hardware to its’ next generation platform.

Freeport includes Evergreen Support for all systems purchased from quotes dated on or after February 1, 2019. This policy includes remote help desk support, hardware warranty and firmware updates as outlined below. When End of Sale (EOS) for a product generation is established, the ESP will continue for an additional 3 years, at which point, the product will be deemed End of Life (EOL).

  • Help Desk

    Access to Freeport’s help desk will be available from 8:30 AM through 5:00 PM during normal business hours (EST) for existing support agreements. To access the help desk, please have your Freeport Technologies’ issued job ID (38xxx-xxx) or product serial number to validate support. All non-existing support calls will be issues a case ID and immediately forwarded to the business development office to obtain a support agreement.

  • Hardware

    Freeport Technologies will attempt to provide next business day (NBD) service of defective hardware after our engineers provide a determined. Freeport Technologies will determine NBD service by possible shipping duration and geographical location.

  • Software/Firmware

    a. Freeport Technologies will provide an End of Life (EOL) announcement at least 6 months prior to becoming End of Sale (EOS).

    b. For 3 years after EOS, Freeport Technologies will provide bug fixes and critical firmware updates identified by the US Government, in writing, and in concurrence with Freeport Technologies, up to the limitations of the hardware.

  • Generational Definitions

    a. Generation 1 - Systems inclusive of a third party MDVNS Sequencer (AMX or Crestron) is an End of Life product and is not eligible for support or support renewals. Please contact Freeport Technologies to obtain a discounted price quotation to upgrade to a current generation ESP supported system.

    b. Generation 2 - Systems issued on or before March 31, 2018, which is not inclusive of a third party MDVNS Sequencer (AMX or Crestron) is an End of Sale product. The last day to upgrade to ESP is March 31, 2020. Please contact Freeport Technologies for pricing to upgrade to ESP or for a discounted price on a current generation, ESP supported system.

    Please note the ESP for GEN 2 systems is limited to the following codec models supported by the GEN2 EOL hardware at time of EOS.

    * See Generation 2 Support Table

    c. Generation 3 - This generation is not applicable. This was a manufacturing documentation alignment effort.

    d. Generation 4 - Limited Evergreen Support - Systems issued on or after April 1, 2018 through January 31, 2019 may not be inclusive of ESP at the time of purchase. Likewise, Freeport Technologies will honor legacy warranty requests quoted in the RFQ Tool for newly issued purchase orders in accordance with the quoted terms and conditions of your quote. Please contact Freeport Technologies to obtain a price quotation to upgrade to the ESP.

    e. Generation 4 - Evergreen Support - Systems quoted (RFQ Tool) on or after February 1, 2019 include the ESP.

  • Summary Key Points

    a. Systems quoted or purchased on or after February 1, 2019 include Freeport’s Evergreen Support Policy.

    b. Deployed Generation 2 and 4 systems purchased prior to February 1, 2019 with active or expired support will have the option to upgrade to the Evergreen Support Policy.

    c. Generation 1 systems are end of life and require an upgraded to current generation systems for inclusion of the Evergreen Support Policy. Please contact Freeport Technologies to obtain a discounted price quotation to take advantage of existing clientele discounts for current generation systems.

    d. Key Dates:

    1. Generation 1 - EOS March 31, 2013 EOL March 31, 2016
    2. Generation 2 - EOS March 31, 2018 EOL March 31, 2021
    3. Generation 4 - Current Generation EOL not determined
  • Please contact Freeport Technologies

    Please contact Freeport Technologies at 571-262-0400 or email sales@freeporttech.com for more information.

    *** For customized support packages or special support requests please contact Freeport directly

  • Tech Support

    Email: techsupport@freeporttech.com
    Local: 571-262-0422
    Toll Free: 866-226-4487
    Monday - Friday: 8:00 a.m. - 5:00p.pm. (EST)

* Generation 2 Support Table

CODECTCCE
SX80TC7.3.15CE9.8
SX20TC7.3.15CE9.8
MX700/800TC7.3.15CE9.8
C-SeriesTC7.3.15Not Supported