Applies to Models: All Legacy EOL Samsung Techwin and Hanwha Vision Products

Summary:

From time to time, Hanwha Vision will discontinue a product, rendering the product EOL. This article discusses how support is handled for products classified as EOL and for Out-Of-Warranty products. A complete list of EOL products can be located at Discontinued Products.

Samsung branded EOL products:

Hanwha Vision no longer offers agent-assisted support on any Samsung Branded products, however, you can search our knowledgebase for self-resolution options and product manuals for your EOL Samsung Branded product.

NOTE: This includes software and hardware such as SSM, Samsung DDNS, and Net I-Ware

Hanwha branded hardware EOL products:

Hanwha Vision supports our customers for all products covered under warranty regardless of EOL status. To confirm your warranty status, please visit our Warranty Verification site and enter the serial number of your product.  You can also learn more about the different warranty levels by visiting our Warranty Support site.

Products under warranty:

Hardware Products still in their warranty period but considered EOL are eligible for agent-assisted support. After you validate your warranty, you can submit a request.

Products out of warranty:

Hardware Products outside the warranty period are supported through self-resolution options.

Documentation:

Documentation for these products can be found on our product page or by searching our knowledge base. When searching, you must enter the full product number, including the hyphens.

Troubleshooting:

Guides and troubleshooting tips for EOL products can be found by searching your product model number, including the hyphens in our Support portal.

Repair:

Products outside their warranty period and considered EOL are subject to Hanwha's discretion regarding repairs. Hanwha reserves the right to reject a repair request for Out Of Warranty EOL products under one of the following criteria.

1. Parts for the Product are no longer available.
2. Repair costs exceed the value of the product.
3. Repair requests can be submitted by creating a support request.

Product Firmware:

Hanwha Vision is committed to the cyber security of our products and provides users with cybersecurity-related firmware updates for up to 5 years after their EOL and Warranty date. Please view Firmware Long-term Support Policy for Cyber Security to completely understand Hanwha's commitment to your device's security.

Hanwha branded software EOL products:

Hanwha Vision only supports the current version of our public-release software unless otherwise noted below.

WAVE:

Hanwha Vision supports version 5.0 or later of the Wisenet WAVE VMS. Please upgrade your WAVE version to 5.0 at a minimum before contacting support.

Third party, Partner, OEM products:

Hanwha maintains partnerships with various vendors and, from time to time, resells or OEM's products from these partners.

Third party or Partner products:

These products are subject to the 3rd Party's warranty and EOL statements. A customer should engage directly with these partners to validate their warranty and understand their levels of support.

OEM Products:

Hanwha OEMs several of our products, specifically in our WAVE Server line. These devices are governed under DELL's warranty program or Three years from the Purchase Date. Any hardware failure outside of this warranty period is not eligible for support. However, Hanwha will continue to support the currently released software running on these systems, provided the system meets the minimum operating specification for the software in use.