Scope of Support for Digium Products

Switchvox

Product Mode Description Response Time Additional Information
Switchvox Silver (Legacy)* Phone None N/A Web support is only available during normal business hours.
Web 5AM-6PM PT 6 hours
Switchvox Gold (Legacy)* Phone Mon-Fri 10 minutes 8AM (08:00) to 5PM (17:00) in the end customers local time zone.
Web 5AM-6PM PT 12 hours
Switchvox Platinum* Phone 24x7 10 minutes Includes 5 phone incidents outside customer's business hours.
Web 5AM-6PM PT 6 hours

 

Digium Cloud Services

Services Mode Description Response Time
Switchvox Cloud Phone 24x7 10 minutes
Web 5AM-6PM PT 12 hours
SIP Trunking Phone 24x7 10 minutes
Web 5AM-6PM PT 12 hours

 

Asterisk

Product Mode Description Response Time Additional Information
Single System L1 Phone Mon-Fri 10 minutes 2 cases max, 1 server - in the end customers local time zone.
Web Mon-Fri 12 hours
Single System L2 Phone 24x7 10 minutes 5 cases max, 1 server
Web Mon-Fri 12 hours
Multi-System L3 Phone 24x7 5 minutes 10 cases max, 10 servers
Web Mon-Fri 6 hours
Multi-System L4 Phone 24x7 5 minutes Unlimited cases, 10 servers
Web Mon-Fri 4 hours
Guaranteed SLA L5 Phone Customer SLA Based on Contract Custom terms and conditions
Web

 

Telephony Products

Product Mode Description Response Time Additional Information
Digium Business Phones Phone Mon-Fri 10 minutes Installation and configuration assistance.
Web Mon-Fri 12 hours
Gateways Phone Mon-Fri 10 minutes Installation and configuration assistance.
Web Mon-Fri 12 hours
Telephony Interface Cards Phone Mon-Fri 10 minutes Installation and configuration up to placing telephone call.
Web Mon-Fri 12 hours

 

* Support entitlements extend to all Digium components that are part of a Switchvox Solution. This includes Digium D-Series Business Phones, 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.