Level for Multifamily End of Life Policy
Last Updated: June 30th, 2023
Purpose
All products reach the end of their life cycle for several reasons, including market demands, technology innovation and development-driven changes, or product maturity and replacement with functionally richer technology. With that in mind, we have set out below Level’s End of Life Policy to help explain what it means for Level's multifamily platform to support hardware throughout the life cycle.
Scope
This Level for Multifamily End of Life Policy (“Policy”) pertains to the Level for Multifamily Platform and accompanying services’ (“Platform”) compatibility with smart apartment hardware devices (both manufactured by Level and manufactured by third parties) (“Hardware”). This Policy is separate from any hardware warranties offered by Level or third party product manufacturers (as applicable).
Level may change this Policy from time to time. If we make changes, we will notify you by revising the date at the top of the Policy and, in some cases, we may provide you with additional notice (such as adding a statement to our website homepage or sending you a notification).
This Policy is intended to describe Level’s general approach to the end of life process. It is incorporated into the Level for Multifamily master subscription agreements, which govern your use of the Platform and Hardware and includes applicable warranty information for the Platform and Hardware. Any questions arising in the interpretation or application of this Policy shall be as determined by Level in its sole discretion.
Hardware Categories and Support
The table below describes different categories of Hardware and the level of Platform support Level provides for each category of Hardware. It also explains how we notify you if Hardware is recategorized. Level reserves the right to recategorize any Hardware in its sole discretion.
| Category | Support | Recategorization Terms |
|---|
| Supported | If Hardware is “Supported”, that means it is compatible with the current version of the Platform and will remain compatible for the term of any outstanding orders, except where it is outside of Level’s control (e.g., third party firmware changes that make it impractical for Level to maintain compatibility). During your order term, Level will take commercially reasonable steps to promptly remedy compatibility issues. During your order term, Level will reimburse you for actual damages caused by material compatibility issues that are within Level’s control; however, you will be responsible for the cost of replacement Hardware for issues that are outside Level’s control (e.g., third party firmware changes that make it impractical for Level to maintain compatibility). Level will sell and install Supported Hardware. Level will execute new orders and renew existing orders for Supported Hardware. During your order term, Level will provide support to troubleshoot issues with Supported Hardware.
| N/A |
Deprecated | If Hardware is “Deprecated”, that means it is compatible with the current version of the Platform, but Level cannot ensure that future versions of the Platform will be compatible with the Hardware. This is because Level has determined that it will cease supporting this Hardware in the future. Level will not sell or install Deprecated Hardware. Level will not sign new orders for Deprecated Hardware but may renew existing orders for Deprecated Hardware for only one-year renewal terms. If Level determines that Deprecated Hardware must be replaced during a service visit, Level may replace such Hardware with the same or functionally similar Hardware depending on hardware availability. During your order term, Level will provide support to troubleshoot issues with Deprecated Hardware.
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EOL | If Hardware is “EOL”, that means it may or may not be compatible with the current version of the Platform, but Level cannot ensure that future versions of the Platform will be compatible with the Hardware. This is because Level has ceased supporting this Hardware. Level will not sell or install EOL Hardware. Level will not sign new orders for EOL Hardware and will not renew existing orders for EOL Hardware. In order to maintain functionality, installed EOL Hardware must be replaced by Supported Hardware as part of any new order or renewal of an existing order. During your order term, Level will provide support to troubleshoot issues with EOL Hardware.
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Incompatible | If Hardware is “Incompatible”, that means it is not compatible with the current version of the Platform and will not be compatible with future versions of the Platform. Level will not sell or install Incompatible Hardware. Level will not sign new orders for Incompatible Hardware and will not renew existing orders for Incompatible Hardware. In order to maintain functionality, installed Incompatible Hardware must be replaced by Supported Hardware as part of any new order or renewal of an existing order. Once Hardware is classified as Incompatible, Level will not provide support to troubleshoot issues with Incompatible Hardware.
| For Supported Hardware that is recategorized as Incompatible during an order term, Level will provide a credit towards orders to replace the Hardware prorated for the Remaining Life of the recategorized Hardware. “Remaining Life” is the proportion of the remainder of the order term at the time of recategorization divided by the order term.1 Deprecated and EOL Hardware may be recategorized as Incompatible with or without notice and will not be eligible for a replacement credit.
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1 For the purposes of calculating the Remaining Life, the order term will be based on a maximum of five (5) years.