Asterisk Support
Get the Most with Asterisk® Support
Asterisk is the world's most popular and powerful open source telephony platform. With Asterisk, virtually any computer can become a telephony application server, drastically reducing the cost of ownership and delivering a return on investment that no proprietary solution can touch.
With Digium's support subscriptions for open source Asterisk, enterprise developers and systems administrators can call on the expertise of the company that created Asterisk. Digium's technical support team offers professional assistance with installation, configuration, and systems operation issues.
Select the Right Subscription for Your Business
Support subscriptions range from our basic Level 1 plan for small installation to the flagship Level 4 enterprise plan. Use the chart below to pick the right subscription for your Asterisk installation:
| Asterisk® Support Levels and Benefits |
SMB Level 1 |
SMB Level 2 |
Enterprise Level 3 |
Enterprise Level 4 |
| Basics |
|
|
|
|
| Included Systems (Servers)This is the number of systems that are supported under each subscription level. Level 1 and Level 2 each allow you to register one (1) Asterisk system for support. Level 3 allows up to 5 systems. Level 4 allows up to 10 systems. Level 3 and Level 4 allow users to purchase additional systems. |
1 |
1 |
Up to 5 |
Up to 10 |
| Included Cases (Incidents)This is the number of support cases (a.k.a. support "incidents" or "tickets") that the subscription includes. A case may involve a number of phone calls, emails, web responses or other interactions required to bring about an acceptable resolution. Level 1, Level 2 and Level 3 subscriptions have a finite number of cases while the Level 4 subscription is unlimited. |
2 |
5 |
10 |
Unlimited |
| Additional Server PriceFor subscriptions that cover multiple Asterisk servers (Level 3 and Level 4), this is the price to include in additional servers. Level 3 includes up to five (5) servers so any number beyond the initial five would require an additional server purchase. Level 4 includes up to ten (10) servers so any number beyond the initial 10 would require additional server purchase. |
— |
— |
$495.00 |
$395.00 |
| Named ContactsEach support subscription has a set number of named contacts — generally the technical person or people responsible for maintaining the Asterisk system. Named contacts are allowed to open cases, have access to the full case history, and are copied on all case-related correspondence. |
1 |
1 |
1 |
3 |
| Supported Software(1) |
|
|
|
|
| Asterisk Open Source 1.4 |
Yes |
Yes |
Yes |
Yes |
| Asterisk Open Source 1.6 |
Yes |
Yes |
Yes |
Yes |
| Asterisk GUI |
Yes |
Yes |
Yes |
Yes |
| G.729 Codec |
Yes |
Yes |
Yes |
Yes |
| HPEC |
Yes |
Yes |
Yes |
Yes |
| Lumenvox Speech Recognition for Asterisk |
Yes |
Yes |
Yes |
Yes |
| Cepstral Text-to-Speech for Asterisk |
Yes |
Yes |
Yes |
Yes |
| Problem Resolution Support(2) |
|
|
|
|
| Cases (Incidents) Included |
2 |
5 |
10 |
Unlimited |
| Phone Access HoursThe hours in your time zone during which you can call into the Digium support center. Level 1 includes business hours access. Level 2, Level 3 and Level 4 include 24x7 phone access. You can open a case through the web case management portal 24x7. |
12 x 5 |
24 x 7 |
24 x 7 |
24 x 7 |
| Web Case Initial Response TimeThis is the targeted maximum response time for cases opened through the web case management system. Not a formal SLA, cases priority will be managed according to subscription response time targets. |
2 Days |
2 Days |
4 Hours |
4 Hours |
| Web Case ManagementThis is the ability to create and manage support cases through the subscriber portal. |
Yes |
Yes |
Yes |
Yes |
| Remote TroubleshootingRemote troubleshooting is hands-on technical support at its best. With remote troubleshooting support, Digium's technical support and engineering support teams will log into your system to help identify and solve issues. (Your system will need to be accessible from the internet for this to work — you may need to make temporary changes to your router or firewall to facilitate remote troubleshooting.) |
Yes |
Yes |
Yes |
Yes |
| Advanced Hardware Replacement(3) |
|
|
|
|
| Advanced Hardware Replacement |
Yes |
Yes |
Yes |
Yes |
| Consultative Support(4) |
|
|
|
|
| Scheduled Upgrade Assistance |
— |
— |
— |
Yes |
| Configuration Review |
— |
— |
— |
Yes |
| Performance Review |
— |
— |
— |
Yes |
| AGI Script Application Review |
— |
— |
— |
Yes |
| Self Help Support (5) |
|
|
|
|
| Knowledge Base |
Yes |
Yes |
Yes |
Yes |
| Mailing Lists |
Yes |
Yes |
Yes |
Yes |
| User Forums |
Yes |
Yes |
Yes |
Yes |
| User Chat (IRC) |
Yes |
Yes |
Yes |
Yes |
| Training |
|
|
|
|
| Asterisk Fast Start (3 Days) |
Option |
Option |
Option |
Option |
| Asterisk Advanced (5 Days) |
Option |
Option |
Option |
Option |
| Training DiscountDigium is the worldwide leader in Asterisk training, with thousands of graduates from our Asterisk Boot Camp, Fast Start and Advanced courses. Level 1, Level 2 and Level 3 subscribers save 10% and Level 4 subscribers save 20% on our instructor-led training events. |
10% |
10% |
10% |
20% |
| AstriCon |
|
|
|
|
| AstriCon Attendee DiscountAstriCon is the annual Asterisk community conference. Asterisk subscription holders save 20% off the conference attendee price (a savings of up to $139 on each All Access pass). |
20% |
20% |
20% |
20% |
| Account Management |
|
|
|
|
| Assigned Account ManagerAn assigned account manager acts as the inside coordinator for your subscription, interfacing your team, with the Digium technical support and engineering groups. With one person who knows your system (or cluster, or worldwide network) you get faster, better service. |
— |
— |
— |
Yes |
| Subscribe |
Buy Now |
Buy Now |
Buy Now |
Buy Now |
| Price - 1 Year Subscriptions |
$595.00 |
$1,995.00 |
$3,995.00 |
$7,995.00 |
| 1 Year Part Numbers |
814-00004 |
814-00007 |
814-00010 |
814-00014 |
| Price - 3 Year Subscriptions (Save 10%) |
$1,606.50 |
$5,386.50 |
$10,786.50 |
$21,586.50 |
| 3 Year Part Numbers |
814-00005 |
814-00008 |
814-00011 |
814-00015 |
1Supported Software: Support subscriptions cover all Genuine Asterisk releases and many Asterisk add-on components sold by Digium. The level of support available depends on the version of software being used — current versions of Asterisk receive the most comprehensive level of support while older versions have limited support entitlements. The most current releases of Asterisk 1.4 and 1.6 receive full support, which includes both technical assistance (configuration, implementation, basic problem resolution) and engineering support (bug fixing). Older versions of 1.4 and 1.6, as well as 1.2 and 1.0 are covered for technical assistance but do not generally include engineering support. Digium engineering support is only available for systems running on Intel x86 or 100% compatible processors when used with any of the following supported Linux distributions: AsteriskNOW; CentOS Release 4 or 5, RedHat Enterprise Linux Release 4 or 5, Ubuntu Linux 8.04 LTS Server Edition, SUSE Linux Enterprise 10 or 11,OpenSUSE 10 or 11.
2Problem Resolution Support: Need help? Digium's technical support team is there to back you up. If you need help with installation, configuration, troubleshooting or resolution of software issues (a.k.a. bugs) then give us a call. Or open a case from the Digium customer support portal. In either case Digium will work with you to make your Asterisk solution a success.
3Advanced Hardware Replacement: If a critical telephony hardware component fails the costs can add up an a big hurry. With advanced hardware replacement , subscribers can get things running again in a hurry. If a Digium technical support specialist authorizes an RMA on any Digium telephony interface card a replacement will be sent out immediately. Just send us the bad back within 30 business day.
4Consultative Support: Support is about more than fixing bugs. Consultative support allows you to schedule time with a member of the Digium technical staff to review your existing Asterisk implementation, plan an upcoming rollout or upgrade, or to cover some of the finer points of Asterisk administration. If Asterisk is a key component in your communication infrastructure Digium consultative support can easily save you hours and dollars.
5Self Help Support: The Asterisk community is made up of thousands of users, developers and enthusiasts world wide. Tap the power of collaboration and share your experiences with the world through the Asterisk forums, mailing lists and IRC channels.
The terms of subscriptions are governed by the formal Asterisk Support Subscription Agreement. Please refer to that agreement (link) for the full legal details of your subscription. In the event that this page and the formal agreement disagree over a point, the subscription agreement wins.
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