July 2023

Products Support Policy
TOYO Corporation
One Technologies Company
This document describes our policy for the products covered by this document. Note that any arrangement
established separately by a distributor agreement or the like takes precedence.
1.

Covered Products⚫ SYNESIS⚫ NetEyez / NetEyez Security

2. Annual Support Service
I. Classification
Those enrolled in an annual support service are eligible to receive support from us, as outlined in the following
table. For details on each type of support, see the items below.
Enrollment

Type of annual
supportSoftware and Hardware
SupportHardwareSupportII. Period⚫ At the shipment⚫ At the renewal

Enrolled
Not Enrolled
Enrolled
Not Enrolled

Available Support

SoftwareProvided (No Cost)
Not Provided
Not Provided
Not Provided

HardwareProvided (No Cost)
Available (Fee)Provided (No Cost)
Available (Fee): 13 months’ period from next business day after the production completion date.
: 12 months’ period from the expiration date of the previous annual support service.

3. Software Support
I. Q&A Service⚫ Answers to your questions on product specifications, functions, and operating instructions⚫ For the platform(*) used by the product, the range described in the manual is supported.
* OS, HW management function (iDRAC), etc...
Items not described in the manual are not supported. You can use it, but depending on the situation, we
may refuse support or ask you to return to the state specified by us.
II. Provision of Software① New versions⚫ New versions are released roughly once a year. These include new functionality and fixes for known
issues.
② Pattern definition information⚫ If there is pattern definition information regularly updated for the covered products such as security
threats, the information released before the end of support period is available.
③ Patches⚫ Patches are released in cases when we determine that bugs or other issues severely affect or compromise
software of the covered products.
⚫ Patch releases generally apply to up to the latest two previous versions of the software.
For example, if software has been released in the order v2.0→v2.5→v3.0→v3.5, a patch released forthe current version (v3.5) also applies to v3.0and v2.5.
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III.
Limitations➢ Software installation⚫ Unauthorized installation of software not provided by us is beyond the scope of support. In some cases,
we may refuse to provide support or may request you to restore the state as originally shipped.
➢ OSs⚫ We do not generally test or provide information for each release of patches for OSs that the covered
products are used with.
⚫ If vulnerabilities or other issues that we have determined severely affect or compromise the covered
products are found, we will check whether the patches can be applied after the patches are released.
Then, we will provide related information.
⚫ Unauthorized OS updating or patching is beyond the scope of support.
In some cases, we may refuse to provide support and request such users to restore the state as originallyshipped.
➢ BIOS/Firmware⚫ It can be updated as needed.
⚫ When updating, we recommend a version that we have confirmed, so please contact TAC support.
⚫ It is possible to update to a version that is not recommended by us, but if problems occur, we may ask
you to revert.

4. Hardware Support
I. Repair Service➢ Available period⚫ Repair is available for products we sell until EoL, regardless of whether you are enrolled in an annual
support service. For more details, please refer to our document “Policy on End of Product Life Cycles”.
Note that the period may be shortened without notice due to the discontinuation of production of majorparts, the end of adopted standards, and other social conditions.
⚫ Information on EoL is provided in news to partners and on the following website.
URL: https://www.synesis.tech/en/eos-eol-product-information/➢ Method of repair⚫ The method of repair will be determined from the model and part affected, as outlined in the following
table.
⚫ In general, no equipment will be loaned as a replacement during repair.
⚫ During repair, recorded data may be lost due to system recovery. We cannot guarantee your data, so
please make a backup of important data in advance.
Affected Part
Body
(Server/Computer)On-site2

Specific Part1

Unknown

Distributed
NIC replaced/returned2
System returned3
Portable
System returned3
1: Part specified by TOYO such as capture NIC etc…
2: Can only be performed by distributors with TOYO-authorized engineer. To qualify, distributors need to beable to perform the tasks described in the on-site repair description of our document “Workflow of repair
service”.
3: It will be required to return it to the location designated by TOYO(The closest location among Japan,
Taiwan Germany and US).
Type

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➢ Replacement parts⚫ When replacement parts are not available due to production discontinuation, etc…, they may bereplaced with equivalent or higher performance parts. In addition, we may ask you to change the versionof software, including the operating system(OS) when replacing with equivalent or higher performanceparts.
⚫ The parts used for replacement may be remanufactured parts that have been verified by the
manufacturer of each part or by TOYO.
➢ Fees⚫ Repair fees consist of fees for shipping, support service, diagnosis, or the repair itself.
⚫ During the contracted period of an annual support service, those who requesting repair pay the outgoingshipment fee, but the other fees are free, as outlined in the following table.
⚫ The support service fee is a fee for using our support service. Support service is applicable regardless ofwhether or not repairs are carried out after acceptance of repairs.
⚫ Diagnosis may incur a fee if a request for repair is received but then canceled after diagnosis.
Annual Support Service
Enrolled
Not Enrolled
3
4
Shipping fee
Requester pays outgoing shipment
Requester pays full shipment fee
Support service fee No cost
Fee
Diagnosis fee
No costFee
5
Repair fee
No costFee
3: Ship items freight prepaid.
4: If the damage or problem cannot be found, whether due to insufficient information provided to us,
insufficient investigation of conditions before returning the product, or other reasons, the full shipment
fee will be requested.
5: Even if within the warranty period or contracted annual support service period, repair will incur a fee inthe following cases.
 Damage from careless handling by the customer
 Damage from disasters or other force majeure Damage from a sudden loss of power, as from blackouts or disconnected cables
 Use in applications not described in the user guide➢ Warranty for repaired products⚫ Repaired products have a three-month warranty period from the date of completion of repairs. If, within
this period, damage to the same part occurs again due to some fault of the company that performed therepair, the product will be repaired at no cost.

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