End of Life (EOL) is a term used with respect to a product’s discontinuation. As a product approaches the end of its useful life, the manufacturer phases it out of their offerings; they no longer make, sell, or support the product. Manufacturers may refer to these policies as End of Life, End of Support, Sunset Policy, End of Sale, etc. These policies ultimately lead to the complete retirement and discontinuation of a technical product, such as your Call Recording system.
Manufacturers discontinue products for a number of reasons, including age of the system or lack of resources or parts to support. It also incentivizes users to stay current with software versions, thus reducing the number of versions the manufacturer is required to support. Manufacturers' policies vary from solution to solution and average a lifecycle of five to seven years.
Understanding the milestones of the End of Life (EOL) process will help your organization prepare and plan for the future.
- End of Sale: the final date a product version will be generally available for sale. It's important to note that if you plan on rolling out multiple systems of a specific version enterprise-wide, you'll want to be aware of the cutoff date to purchase a whole new system.
- End of Expansion Sale: the final date which a product version, hardware, or software can be expanded within the same product version at an existing installation. This is particularly important to note as you plan ahead for future scalability projects or add-ons to existing systems.
- End of Software Development: the final date the manufacturer will code fixes, changes, and third-party software certifications for a product version. This date is particularly important in terms of IT policies that require certification of third-party security patches.
- End of Support: the final date the manufacturer will provide support for a product version including technical support, on-site support, help desk support, training, and spare parts.
If your EOL system is under a maintenance contract with your manufacturer, coverage will most likely extend through its duration. However, support is not usually available for time and material only customers. To ensure a smooth transition as your solution phases through its EOL policies, checking with a third-party Subject Matter Expert like Wilmac will allow you identify the options available and determine the best course of action for your unique environment.
Tags: End of Life (EOL), Legacy Product Support, Legacy Recording, Legacy Voice Management, Maintenance, Support