Hello
I've just had notification from our account manager that Cisco Meraki will not be honouring the 10 year support agreement supplied with hardware purchased for a school in the past year. I was wondering how widespread and problematic this is and if there are other options, aside from changing supplier, for upcoming projects for our other schools?
We were supplied a 10 year support licence with our equipment ("Enterprise License and Support, 10 Year") and this was factored into our comparisons at the time. Shortly after purchase, Meraki have declared the equipment is 'EOS' and according to their policy this means warranty, technical support and firmware/security updates will cease within 5 years. Their policy states if this happens mid agreement they will assist in finding another solution or reimburse pro-rata. However, our account manager has told us that the 10 year licences supplied to schools are in fact structured as '5 years paid-for and 5 years free' (despite the quotes not bearing this) meaning there is nothing to refund in the latter 5 years.
I'm questioning the legality of this, but that aside; it seems a disingenuous way to trade and as they have effectively halved our planned lifecycle after the deal, we are finding it impossible to trust them with our other networks, dashing our hopes of a single vendor estate (at least for a few years).
I'd be interested in others' thoughts? I understand Meraki are going through a rebrand of their products back to Cisco which may be accelerating model EOS changes, so I think likely other customers will be affected by this - it would be worth checking your equipment, you can do so here:
Meraki End-of-Life (EOL) Products and Dates - Cisco Meraki Documentation
