This section outlines our policies for hardware support, software service, and VCA functionalities, providing you with crucial information regarding warranty regulations and the latest updates for your devices and software. Each policy is designed to prioritize your satisfaction and ensure the longevity of our products. We aim to offer you peace of mind and clear understanding of the full extent of our support, ensuring you get the most out of your investment with us.

Warranty Coverage

VIVOTEK provides the warranty (“Warranty”) to the customer (the distributor) for VIVOTEK Network Camera and NVR*(“VIVOTEK Product”) against defects in materials and workmanship under normal use for a period of FIVE (5) YEARS from the date of shipment from VIVOTEK (“Warranty Period). This Warranty is only applicable to VIVOTEK Product purchased from VIVOTEK authorized distributors.

General applicability

• This Warranty is governed by and construed in accordance with the substantive laws of Taiwan, R.O.C.
• This Warranty applies only to VIVOTEK Product shipped out from VIVOTEK from January 1, 2024.
• Accessories may have different warranty periods from FOUR(4) months to TWO(2) year.
• This Warranty may be subject to change by VIVOTEK at any time without prior notice.

*NOTE: For some specific models of VIVOTEK Camera or NVR, the warranty period shall be limited to the period stated in their respective technical datasheets or product pages.
For more information, please download the statement.
VAST 2 has entered the End of Life (EOL) stage, and below table display the associated software services with different phases.

* Warranty policies can differ by product/ model. For more details, please check the following appendix.

In 2024, VIVOTEK introduced a five-year warranty service for specific models, prompting an adjustment to the original extended warranty plan. This adjustment now applies solely to models with the original three-year warranty. For specific inquiries regarding extended warranty coverage, please reach out to your regional sales representative.

Please consult the list of models covered by the three-year warranty for reference.
https://www.vivotek.com/resource/support/warranty_policy

Purchase Conditions

• Applicable only to VIVOTEK authorized distributors and customers directly purchasing from VIVOTEK.
• The extended warranty service must be purchased simultaneously with the original product order.
  ※ Extended warranty service is not available for products that have already reached End-of-Sale (EOS).
  ※ Extended warranty service cannot be purchased after the original product has been shipped.

Other Terms

1. If there is no material available for repair service, VIVOTEK will provide a refurbished replacement with a same model or alternative model.
2. The replacement product does not provide customized firmware or other non- standard software services.
3. Mechanical parts of the product (e.g. screws, mounting kits, covers) are not covered by the extended warranty program.
4. VIVOTEK reserves the right to refuse repair/replacement service due to human damage.
5. Customized products are not eligible for the extended warranty program.

For a comprehensive warranty policy, please refer to the following website link:
https://rma.vivotek.com

At VIVOTEK, we are committed to providing comprehensive support for our hardware products, even after they have been discontinued. This policy outlines the support you can expect for VIVOTEK Discontinued hardware products throughout their lifecycle.

Technical Support and RMA Service

VIVOTEK is committed to providing technical support for discontinued hardware products until the End of Engineering Date. After the End of Engineering Date, we only offer limited technical support before the End of Life Date. VIVOTEK will no longer develop new features, make in-depth technical interventions, or perform further hardware and firmware/software engineering support after the End of Engineering Date. Please note that purchases shipped from VIVOTEK to the original purchaser after the product discontinuation date may come with limitations in hardware warranty.

VIVOTEK will continue to offer RMA service until the End of Life Date. If a product is within its hardware warranty period, the RMA service for hardware is provided at no cost. In cases where the discontinued product is out of stock, we will also provide a replacement product as an alternative. For more information regarding our RMA services and warranty coverage, please refer to our RMA website.

Maintenance of firmware

Before the End of Engineering Date, VIVOTEK may release maintenance releases or bug fixes for the product's firmware. However, after the End of Engineering Date, VIVOTEK will discontinue the development, maintenance, and testing of the firmware. No new functionalities or feature improvements will be added for discontinued hardware products. On a per-product basis and at our sole discretion, VIVOTEK may provide firmware support after the End of Engineering Date.

Please note that VIVOTEK firmware is not covered by VIVOTEK warranty and VIVOTEK does not guarantee the ongoing availability of services provided for the Discontinued hardware products after the End of Life date.

Important Definitions

Discontinued hardware products: These are VIVOTEK hardware products that have been officially discontinued, as indicated in a product discontinuation statement.

Discontinuation Date (End of Shipment Date): This is the officially defined date when the product is discontinued. The actual shipment date depends on the lead time.

End of Engineering Date: After this date, only limited technical support will be provided. Hardware and firmware/software engineering support will no longer be provided.

End of Life Date: After this date, all forms of product support will be terminated.

VAST 2 EOL Service Policy

VAST 2 has entered the End of Life (EOL) stage, and below table display the associated software services with different phases.

Kindly be advised that the details provided below reflect the present status of VIVOTEK products as of the specified date.
This information should not be interpreted as a legally binding commitment but rather as subject to occasional changes without prior notice.
VIVOTEK does not provide any warranties, whether expressed, implied, or statutory, regarding the document or the information contained within it.

The v2.13 represents the latest release of VAST 2, this product will continue to provide technical support until they are end of maintenance in Mar. 2025. Previous version of VAST 2 have been retired. for more information about how to upgrade please contact regional technical support.

VSS Service Policy

The product life cycle of VIVOTEK VSS will transition through various operational phases based on the release timeline. For detailed explanations of each phase, please refer to following service sections.

VIVOTEK VSS changes status from Active to Limited support three months later after a newer version has been released. VSS guarantees a minimal service period of 2 years for all the software version, in which every version becomes Discontinued after 1 years from its Active date and Terminated after 2 years, VIVOTEK reserves the right to adjust the lifespan of its products at its sole discretion and below table display the associated software services with different phases.

Kindly be advised that the details provided below reflect the present status of VIVOTEK products as of the specified date.
This information should not be interpreted as a legally binding commitment but rather as subject to occasional changes without prior notice.
VIVOTEK does not provide any warranties, whether expressed, implied, or statutory, regarding the document or the information contained within it.

Scope of Warranty

1.1 The scope of warranty as set forth in this VCA Software Warranty Agreement is limited to the VCA software product itself, excluding any hardware equipment, ancillary products, and directly or indirectly connected devices and services.

1.2 VIVOTEK guarantees that the VCA software product will perform its normal functions and specifications under the proper installation environment and usage conditions, provided the correct hardware and license activation.

1.3 Functional updates and error patches compatible with the installed hardware are provided for the VCA software within the warranty period.

1.4 Upon determining an issue and confirming it is within the warranty conditions, VIVOTEK will provide the following within a reasonable timeframe:
a) Firmware updates
b) Remote technical support

1.5 This warranty is valid only during the warranty authorization period. Beyond this period, the warranty no longer applies.

1.6 If VCA software license is activated on VIVOTEK hardware, when the hardware fails, evidence of purchase can be presented. Once the hardware failure is determined by the VIVOTEK technical support unit, a new license can be reapplied. The warranty period for the newly applied license remains the same as the original and cannot be extended.

Warranty Period

2.1 The warranty period starts from the date the VCA software license is delivered to the user and lasts for three years.

2.2 If the VCA software is built-in with VIVOTEK hardware at the time of manufacture, its warranty period corresponds to that of the hardware device.

2.3 The warranty period may be extended due to project-specific or regional partner agreements that have been signed and approved by the headquarters. The warranty period specified in those agreements shall apply.

2.4 During the warranty period, VCA software installed on the correct hardware and usage environment will receive the corresponding technical support from VIVOTEK to resolve software product-related issues.

2.5 The original purchaser should promptly notify VIVOTEK in accordance with VIVOTEK's technical support procedures. Failure to notify VIVOTEK of the issue within the warranty period will be considered a forfeiture of the right to request repairs.

License Validity Period

3.1 The validity period of the software product license is counted from the date the user obtains the VCA license, as stipulated in the licensing agreement.

3.2 During the license validity period, the user enjoys relevant rights and benefits of the software product, including warranty service.

Limitations and Disclaimers

4.1 VIVOTEK does not provide warranties for the following situations:

a) The VCA software product is not used or installed as instructed;
b) The VCA software product is modified, altered without authorization, or repaired unauthorizedly;
c) The VCA software product installed on hardware not approved by VIVOTEK leads to compatibility issues;
d) The user does not comply with the operation rules in the VCA software product usage guide;
e) The VCA software product is used for illegal activities or unlawful purposes;
f) The VCA software product is damaged due to misuse or accident.

4.2 VIVOTEK does not offer warranty services for equipment damage directly or indirectly caused by the VCA product under any circumstances, or for operational interruptions, disaster recovery, or other non-product inherent warranties.

Other Terms

5.1 This VCA Software Warranty Agreement is governed and interpreted by local law.

5.2 This agreement applies only to customers who have purchased a VIVOTEK VCA license.

5.3 This agreement applies only to direct targets of VIVOTEK sales. Purchase information needs to be provided when applying for warranty. It is not applicable to maintenance contracts for end users.

5.4 VIVOTEK reserves the right to interpret the content of this agreement.