Warranty and support periods
Warranty coverage
The Netcraze product warranty terms apply to all Netcraze devices distributed to end users. The following regulations define the period of coverage.
The beginning of the warranty period, the start date, is the earliest of the following specified dates:
the date of purchase of the product by the first end-user, as confirmed by the retailer's receipt; or
the date of automatic device service tag activation upon the first time the device has access to the Internet; or
the date of the first contact with the Netcraze Technical support for this product.
Tip
When adding a device to a Netcraze Account user account, the warranty is extended for one additional year. However, regardless of the date of sale, the warranty period cannot exceed five years from the product's manufacture date. The date of manufacture is determined by the product's serial number, which is printed on its label. The serial number format is S YY WW xxxxxxxx, where YY is the year of manufacture and WW is the number of the week of manufacture in the year.
The warranty period ends 3 years after the start date. Adding a device to the Netcraze Account extends its warranty by one year.
Tip
You can register your device in your Netcraze Account to check your warranty status and expiry date (see the How do I register my device? article). Under My Devices > Registered Devices, you will find a list of registered devices showing the warranty periods in the Coverage info column.
Product software updates
The software update support period for Netcraze products is split into two update availability intervals, those for Standard Updates and Limited Updates. The start of the software update and support period is the date of the product's release by Netcraze, not the date of purchase or activation, as opposed to the warranty coverage for a particular device.
Standard Updates: For a minimum of three years after product launch, Netcraze provides regular updates that include addition of new features, fixes for detected bugs and security updates to address potential vulnerabilities.
Limited updates: Beyond the period of standard updates, for up to at least four years after product release, Netcraze provides limited updates. Adding new features and bug fixes to ensure compatibility with other manufacturers' equipment may cease, but Netcraze will continue to provide security updates to address potential vulnerabilities.
The end of support date is five years after the product launch. At this point, Netcraze may discontinue all software updates and cloud services for your product. A product feature dependent on cloud services might not be available from then on.
The table below shows the software update and support terms for your Netcraze product.
Netcraze model | Date of product release | Standard updates availability until at least | Limited updates availability until at least | Support discontinuation no earlier than |
|---|---|---|---|---|
Hero 5G (NC-4110) | October 2025 | October 2028 | October 2029 | October 2030 |