| Switchvox |
|---|
| Product | Mode | Description | Response Time | Additional Information |
|---|
| Switchvox Silver (legacy)* | Phone
Web | None
5AM-6PM PT | N/A
6 hours | Web support is only available during normal business hours. |
|---|
| Switchvox Gold* | Phone
Web | Mon-Fri
5AM-6PM PT | 10 minutes
12 hours | 8AM (08:00) to 5PM (17:00) in the end customers local time zone. |
|---|
| Switchvox Platinum* | Phone
Web | 24x7
5AM-6PM PT | 10 minutes
12 hours | Includes 5 phone incidents outside customer's business hours. |
|---|
| Asterisk |
|---|
| Product | Mode | Description | Response Time | Additional Information |
|---|
| Single System L1 | Phone
Web | Mon-Fri
Mon-Fri | 10 minutes
12 hours | 2 cases max, 1 server - in the end customers local time zone. |
|---|
| Single System L2 | Phone
Web | 24x7
Mon-Fri | 10 minutes
12 hours | 5 cases max, 1 server |
|---|
| Multi-System L3 | Phone
Web | 24x7
Mon-Fri | 5 minutes
6 hours | 10 cases max, 10 servers |
|---|
| Multi-System L4 | Phone
Web | 24x7
Mon-Fri | 5 minutes
4 hours | Unlimited cases, 10 servers |
|---|
| Guaranteed SLA L5 | Phone
Web | Customer SLA | Based on Contract | Custom terms and conditions |
|---|
| Telephony Products |
|---|
| Product | Mode | Description | Response Time | Additional Information |
|---|
| Digium Business Phones | Phone
Web | Mon-Fri
Mon-Fri | 10 minutes
12 hours | Installation and configuration assistance |
|---|
| Failover Appliances | Phone
Web | Mon-Fri
Mon-Fri | 10 minutes
12 hours | Installation and configuration assistance |
|---|
| Gateways | Phone
Web | Mon-Fri
Mon-Fri | 10 minutes
12 hours | Installation and configuration assistance |
|---|
| Telephony Interface Cards | Phone
Web | Mon-Fri
Mon-Fri | 10 minutes
12 hours | Installation and configuration up to placing telephone call |
|---|
* Support entitlements extend to all Digium components that are part of a Switchvox Solution. This includes Ditium Business Phones, Failover Appliances, Gateways, and Telephony Cards. These times represent Digium goals. While Digium will meet these objectives on average an occasional call or email may not be handled in this timeframe.
