Firmware Upgrade and Support Policy for EZVIZ IoT Products

EZVIZ takes security and privacy issues very seriously. Accordingly, we provide outstanding maintenance of our products that includes technical support and regular releases, which include security updates, bug fixes and new functions based on users' feedback. Generally version updates are provided as needed. However, if some critical vulnerabilities are reported, an immediate update will be arranged.

To ensure your device is fully protected and properly working, we'd always recommend you keeping your device updated. Most of updates will take no more than 2 minutes to complete the process. There may be temporarily unavailable of the device during upgrade, but it will return to normal after the process. We will work with you to make upgrading as easy as possible and have device updates occur at a convenient time for you. EZVIZ will also send you regular reminders to update your devices.

For security reasons, no downgrade methods will be provided once firmware is updated. EZVIZ will maintain compatibility between firmware versions.

We do our best to provide continuous security updates for our products. The security updates generally include the latest security patches, security vulnerability fixes, and other security improvements. We will maintain the security updates for at least 2(TWO) years after the first shipment of a certain device model.

EZVIZ may does not provide security updates for older firmware versions that are too old and have few users*. Therefore, all EZVIZ devices need to be updated to the firmware version that includes the latest security update. Older versions may require multiple sequential firmware updates in order to get the latest version.

*We may support the security updates for 3 years or longer for some models, which are subject to actual conditions. If a very serious security vulnerability is discovered, we may also provide the necessary security fixes to you, even if your device is no longer supported.

Users can view and complete the update as follows:

• 1) Log into your EZVIZ account from your Mobile App;
• 2) From the Home Page tap on the serial number or name of the device to go to the settings page;
• 3) Scroll down to Device Version and tap to upgrade the device version;
• 4) Follow the prompt to complete the setup (This process takes up to 2 minutes, do not exit that page until you get the prompt that the upgrade has been completed, put camera and phone under the same LAN can help you keep network stable during the upgrading).

Our customer service is always open and ready to provide customers with upgrade support services at any time.