As product obsolescence has implications for the availability and speed of response for technical support and other services, Andor has created the following table to outline the level of support and service that is available following obsolescence. The services listed in the table below will be chargeable where outside the normal warranties or service contracts provided to the customer.
If resources are available beyond the periods indicated below, Andor will continue to provide specific services on a case-by-case basis as long as it is commercially reasonable to do so. Andor will honour any current contracts which call for service availability periods that are different from those charted below.
|Standalone Services||1 Year||2 Years||3 Years||4 Years||5 Years|
|Product Engineering (hardware/software) *||Yes|
|Software Telephone Support||Yes||Yes|
|Hardware Telephone Support||Yes||Yes|
* Andor will maintain engineering expertise to develop code fixes and assist with complex problem isolation during this period. Bug fixes may or may not be developed, depending on the severity level and availability of alternate solutions.
** If customers anticipate needing spares available for longer than two years post-obsolescence, it is possible to arrange an advance purchase and stock facility.
To ensure that our customers can receive the maximum return on their investment, Andor is committed to providing a range of support and service options. To encourage customers to take advantage of new products or technologies, upgrade or exchange promotions are sometimes offered when a given product is labelled obsolete.
To find out more about the options available to you or to obtain a service quote on a discontinued product contact your local Andor representative.
Major commercial product obsolescence announcements are communicated to Andor reseller partners at least 30 days before the effective date through normal vehicles such as newsletters. End-user customers can determine whether products have been declared obsolete by contacting Andor technical support organizations or their nearest Andor office. A notice indicating planned obsolescence will be posted on the Andor web-site with recommended alternatives where suitable. Customers with Andor service contracts will be monitored regularly.
|Model Code||Obsolescence Start||End of Hardware/Software Telephone Support|
|Apogee Alta F series|
|Apogee Aspen Series|
|CameraLink 'Karbon' 10-tap card||05/06/2018||05/06/2020|
|CameraLink Neon CLB 3-tap card||01/04/2021||01/04/2023|
In some instances support maybe possible on a case by case basis. To find out more about the options available to you or to obtain a service quote on a discontinued product contact your local Andor representative. The following platforms are no longer officially supported by Andor in any form:Full List of Obsolete Products