Global - EN
Service Strategy for Discontinued Hardware Products
Last Updated: 2026/03/27
Hikvision is committed to providing ongoing support for its products throughout their lifecycle. This policy outlines the service terms applicable to hardware products that have been officially discontinued.
1. Product Discontinuation Notice & Order Policy
(1) Hikvision will issue an official Product Discontinuation Notice prior to the discontinuation of any product. All customers may access information regarding discontinued products and recommended replacement solutions on the Hikvision official website: https://www.hikvision.com/en/.
(2) Effective on the product discontinuation date, Hikvision will no longer accept new orders for the discontinued product.
2. After-Sales Service Eligibility Post-Discontinuation
(1) Within 1 year after discontinuation and while the product remains under maintenance, customers may choose to renew their existing service coverage or enter into a new service contract.
(2) Between 1 and 3 years after discontinuation and while under maintenance, customers may only renew their original after-sales service coverage.
Note: Service coverage shall not extend beyond 5 years from the date of product discontinuation, unless otherwise agreed in writing by Hikvision.
3. Service Rules for Discontinued Products:
(1) Before End-of-Service (EOS) Date
During the period before the End-of-Service (EOS) date, Hikvision may provide the following support services for discontinued hardware products:
Notes: During the warranty period, and within the scope of warranty coverage, Hikvision will provide the above services free of charge. For services beyond the warranty period and outside the scope of warranty, customers may opt for paid support through Hikvision service centers and authorized repair partners. If the customer has an active service contract that includes terms different from this policy, the contract terms shall prevail.
(2) After End-of-Service (EOS) Date
Generally, Hikvision will no longer provide standard maintenance or technical support for products after the EOS date. However, to better protect customer needs, Hikvision may, at its discretion, offer individual, paid support services upon customers request, subject to:
Notes: For any failures or issues occurring after the EOS date or after expiration of any active service contract, Hikvision will provide support only if and to the extent technically feasible, and without any legal or financial liability. Customers are advised to plan for product replacement or migration before the EOS date to ensure uninterrupted service.
Our service policy is designed to comply with local laws worldwide. In the event of any conflict with the laws of your jurisdiction, local laws shall prevail.
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