Applicability: N2OS, Arc, Nozomi Networks branded hardware and accessories.
Product Lifecycle and Support Policy Overview
This policy explains the Nozomi Networks product lifecycle and support levels. To contact Nozomi Networks Support, visit the Support Portal and open a case.
As the OT and IoT cybersecurity industry changes, Nozomi Networks products also change. Over time, a product or version may become obsolete or reach end of life (“EOL”). Older software can introduce security risk because outdated components may no longer receive updates, patches, or dependency updates. To reduce this risk and continue to support current product capabilities, Nozomi Networks may retire products or versions and replace them with newer products or versions.
This Lifecycle and Support Policy describes the support lifecycle for the Nozomi Networks, Inc. (“Nozomi Networks”) product line. It does not apply to third-party products made available to customers by Nozomi Networks, unless Nozomi Networks documentation states otherwise. Customers must have an active Nozomi Networks software license and an active support license to receive the benefits described in this policy. Nozomi Networks reserves the right to modify this Lifecycle and Support Policy at any time.
Nozomi Networks-branded physical sensors consist of hardware and subscription software licenses. Nozomi Networks virtual sensors consist of software licenses that customers install on non-Nozomi Networks-branded hardware. This Lifecycle and Support Policy applies to Nozomi Networks-branded hardware and software components. Capitalized terms used but not defined in this policy have the meaning set forth in Nozomi Networks’ End User License Agreement: https://www.nozominetworks.com/eula/.
Key Terms:
N2OS: the local network sensor/on-premise/non-SaaS software by Nozomi Networks. This is the operating system used by the Centralized Management Console (in Multi-context, All-in-One, and Gateway modes), Guardian, and Remote Collector.
N2OS Version Numbering: General availability (GA) N2OS versions are numbered X.Y.Z, where “X” represents the major release number, “Y” represents the minor release number, and “Z” represents the maintenance release number. Maintenance releases are not included in the determination of a N2OS version's end-of-life schedule.
Arc Version Numbering: GA Arc versions are numbered X.Y.Z, where “X” represents the major release number, “Y” represents the minor release number, and “Z” represents the maintenance release number. Maintenance releases are not included in the determination of an Arc version's end-of-life schedule.
Software General Availability (GA): A GA software version is defined as the most recent release of the Nozomi Networks N2OS and/or Arc.
Software End-of-Sale (EOS) date: is the date after which the GA software version will no longer be available for order and Full Support will no longer be available.
Software End-of-Life (EOL) date: is the date after which limited support will no longer be available for the EOS software version.
Hardware General Availability (GA): is the period during which the hardware is available for order.
Hardware End-of-Sale (EOS) date: is the date after which the GA hardware will no longer be available for order.
Hardware End-of-Life (EOL) date: is the date after which limited support will no longer be available for the EOS hardware.
Return Merchandise Authorization (RMA): is a process used to review, authorize, and track returns of purchased items.
Technical Assistance: is the provision of guidance to users on how to accomplish specific tasks within N2OS and/or Arc by Nozomi Networks technical support.
Troubleshooting: identifying, diagnosing, and resolving issues by examining the software’s operation and applying corrective measures to restore functionality.
BIOS/firmware fixes: Modifications made to the physical sensor’s BIOS and/or to the physical sensor software to address identified issues.
Spare parts: is the provision of spare parts to solve hardware problems that do not need full physical sensor replacement.
Replacement: is the full replacement of a physical sensor following the RMA process.
Guardian, Central Management Console, and Remote Collector Software (N2OS) Lifecycle and Support
The support levels are as follows:
Full Support
Nozomi Networks provides full support for generally available (GA) N2OS versions.
Full Support encompasses technical assistance, workarounds, security fixes, and responses to severity 1 to 4 issues.
The GA period for a given major N2OS version ends once a newer major version of N2OS is released.
Nozomi Networks will use commercially reasonable efforts to provide up to one (1) year of GA for each major N2OS version.
Fixes may require customers to upgrade to a more recent minor release of the GA N2OS version. Other methods may be used at Nozomi Networks’ sole discretion.
New features and feature enhancements will only be provided in new major and/or minor releases of the GA N2OS version. Other methods may be used at Nozomi Networks’ sole discretion.
Nozomi Networks will make commercially reasonable efforts to resolve security issues in accordance with the Nozomi Networks Incident Response Policy located here: https://security.nozominetworks.com/psirt/
Customer acknowledges that the timeline for resolution depends on the severity level, business impact, availability of a workaround, and the availability of the information and systems required to determine the cause of the issue.
Feature requests can be submitted to the Nozomi Networks Sales, Customer Success, Professional Services, and Technical Support Teams. Nozomi Networks will evaluate such requests based on Nozomi Networks’ business needs and they will be made available at Nozomi Networks’ sole discretion.
Limited Support
Nozomi Networks provides limited support for End-of-Sale (EOS) N2OS versions.
Limited support encompasses technical assistance, workarounds, security fixes, and responses to severity 1 and 2 issues.
A GA N2OS enters its EOS when a new major N2OS version is released and becomes the new GA N2OS version.
Nozomi Networks will use commercially reasonable efforts to provide notice up to 6 months in advance of an N2OS version entering EOS.
Security fixes in N2OS versions under limited support are typically delivered in future GA releases. Patched releases may be considered in exceptional cases, solely at Nozomi Networks’ discretion and are not guaranteed.
End of Version Support
Nozomi Networks provides End of Version Support for EOL N2OS versions.
End of Version Support is limited to upgrade guidance within N2OS only.
An EOS N2OS version enters its EOL when a new N2OS version is released and becomes the new GA N2OS version.
Nozomi Networks will use commercially reasonable efforts to provide notice up to 6 months in advance of an N2OS version entering EOL.
For all other needs, Nozomi Networks will direct customers to upgrade to the latest minor release of the GA N2OS version or another supported N2OS version.
N2OS versions, designations, support scope, and support levels are summarized below.
X represents the current annual N2OS release. X-1 and X-2represent the two previous annual N2OS releases.
Arc Endpoint Security Software (Arc) Lifecycle and Support
The support levels are as follows:
Full Support
Nozomi Networks provides full support for GA Arc versions.
Full Support encompasses technical assistance, troubleshooting, and security fixes for vulnerability severity levels 1 through 4.
The GA period for a given minor Arc version ends once a newer minor version of Arc is released.
Nozomi Networks will use commercially reasonable efforts to provide up to one (1) month of GA for each new Arc version released.
Fixes may require customers to upgrade to a more recent minor release of the GA Arc version. Other methods may be used at Nozomi Networks’ sole discretion.
New features and feature enhancements will only be provided in new major and/or minor releases of the GA Arc version. Other methods may be used at Nozomi Networks’ sole discretion.
Nozomi Networks will make commercially reasonable efforts to resolve Arc security issues in accordance with the Nozomi Networks Incident Response Policy located here: https://security.nozominetworks.com/psirt/
Customer acknowledges that the timeline for resolution depends on the severity level, business impact, availability of a workaround, and the availability of the information and systems required to determine the cause of the issue.
Feature requests can be submitted to the Nozomi Networks Sales, Customer Success, Professional Services, and Technical Support Teams. Nozomi Networks will evaluate such requests based on Nozomi Networks’ business needs and they will be made available at Nozomi Networks’ sole discretion.
End of Version Support
Nozomi Networks provides End of Version Support for previous Arc versions.
End of Version Support includes technical assistance and upgrade guidance only.
Technical assistance is limited to guidance on how to accomplish standard tasks within Arc.
An Arc version enters End of Version Support when a newer Arc version is released and becomes the GA Arc version.
Nozomi Networks will not provide notice in advance of an Arc version entering End of Version Support.
For all other needs, Nozomi Networks will direct customers to upgrade Arc to the latest supported Arc version or another supported Arc version
Arc follows a simplified support lifecycle. Only the latest Arc version receives Full Support. Previous Arc versions receive End of Version Support.
Arc versions, designations, support scope and support levels are summarized below:
Arc does not follow the annual version designation used forN2OS. The latest supported Arc version is listed in the Nozomi Support Portal.
Hardware Lifecycle and Support
The support levels offered during each lifecycle stage of the Nozomi Networks branded hardware are as follows:
Full Support
Nozomi Networks provides full support for GA hardware.
Nozomi Networks will use commercially reasonable efforts to provide up to 5 years of GA for Nozomi Networks hardware.
Full support encompasses technical assistance, troubleshooting, BIOS/firmware fixes, spare parts, and/or replacement.
Hardware may be replaced by a new or certified refurbished, identical, or comparable model at Nozomi Networks’ sole discretion.
Nozomi Networks will use commercially reasonable efforts to provide hardware capable of accomplishing the tasks being accomplished by the failed/defective hardware if those tasks are within said hardware specifications.
Limited Support
Nozomi Networks provides limited support for End of Sale (“EOS”) hardware.
Nozomi Networks will use commercially reasonable efforts to provide up to 6 months advance notification of an End of Sale (“EOS”) status for Nozomi Networks hardware. At such time, Nozomi Networks will remove any EOS hardware from all pricing and quoting systems, and the hardware will be neither offered nor available for order.
Nozomi Networks will use commercially reasonable efforts to provide up to 5 years of limited support following the EOS effective date.
EOS RMA support is conditioned upon customer: 1) maintaining a valid and current service contract on the hardware or appliance on date the RMA is initiated; and 2) the RMA request is made within the EOS period.
At Nozomi Networks’ discretion, EOS hardware may be replaced with refurbished or a similar unit.
End of Hardware Support
Nozomi Networks will use commercially reasonable efforts to provide up to 5 years from the hardware EOS effective date until the hardware EOL effective date.
Customers shall also purchase a new Nozomi Networks Support contract to support the new hardware.
Nozomi Networks support contracts ensure Nozomi Networks will continue to support the customer’s new hardware consistent with this Lifecycle and Support Policy.
Hardware Product Lifecycle Summary
Hardware availability and support timelines are summarized as set forth below:
Example: for the NS1 sensor the GA period goes from June 2024 to June 2028 and the EOS period goes from June 2028 to June 2033.
FAQ:
Q: I bought 5 years of support for my hardware, but it reached its End of Life (EOL) after 4.5 years from GA. I have 6 months remaining on my support license. What happens if my hardware fails?
A: Nozomi Networks will provide technical guidance and process eligible RMA requests through the last day of the purchased hardware support license, unless the hardware has already reached EOL. Support does not extend beyond the published hardware EOL date. This applies to standalone hardware support licenses and hardware support licenses included with N2OS software licenses.
Q: I want to renew the software licenses for my current installed base. The physical sensors I want to license have 4 years left of useful life before they enter their EOL. May I purchase 5 years of software licenses and hardware support?
A: No, the subscription length of Software and Support licenses must match the remaining life of the hardware that would be licensed with it. In this case, the maximum term length that can be purchased is 4 years.
Q: My current hardware just entered EOL and it is still working properly, may I purchase a software license for it even though it is no longer supported?
A: No. EOL hardware must be replaced. Software licenses cannot be procured for EOL hardware.
Q: What happens if my physical sensors support contract is extended beyond their EOL date during a Vantage conversion?
A: If you transition to a Vantage software license during an active support contract, the support end dates for your physical sensors should not exceed their published EOL dates.
In cases where they do, please note that support for EOL physical sensors remains governed by the Hardware Product lifecycle policy in effect at the time the EOL was announced. This means:
The EOL status does not change due to the transition to Vantage.
Vantage licensing does not extend hardware support timelines.
Once a physical sensor reaches its EOL, all terms outlined in the lifecycle policy apply — including the end of firmware updates, patches, and full technical support.
To maintain compatibility and full support, customers are strongly encouraged to replace EOL sensors with supported models before their EOL date.
Q: What happens when my N2OS version reaches End of Version Support?
A: You can still contact Support for technical assistance and upgrade guidance. Nozomi Networks will not provide new enhancements, maintenance releases, patches, hotfixes, or security fixes for that version. Support may ask you to upgrade to a supported version.
Q: Does End of Version Support include security fixes?
A: No. Security fixes are provided only under Full Support or Limited Support, as described in this policy.
Q: Why does Arc not use the same X, X-1, and X-2 model as N2OS?
A: Arc does not follow the annual N2OS release designation. The latest supported Arc version is listed in the Nozomi Support Portal.
Q: Where can I find the latest supported Arc version?
A: The latest supported Arc version is available in the Nozomi Support Portal.
Q: Do I need a valid support contract?
A: Yes. Customers must have an active Nozomi Networks software license and an active support license to receive support under this policy.
