Scope of Support for Digium Products

Switchvox

ProductModeDescriptionResponse TimeAdditional 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.

 

Digium Cloud Services

ServicesModeDescriptionResponse Time
Switchvox CloudPhone
Web
24x7
5AM-6PM PT
10 minutes
12 hours
Switchvox RescuePhone
Web
24x7
5AM-6PM PT
10 minutes
12 hours
SIP TrunkingPhone
Web
24x7
5AM-6PM PT
10 minutes
12 hours

 

Asterisk

ProductModeDescriptionResponse TimeAdditional Information
Single System L1Phone
Web
Mon-Fri
Mon-Fri
10 minutes
12 hours
2 cases max, 1 server - in the end customers local time zone.
Single System L2Phone
Web
24x7
Mon-Fri
10 minutes
12 hours
5 cases max, 1 server
Multi-System L3Phone
Web
24x7
Mon-Fri
5 minutes
6 hours
10 cases max, 10 servers
Multi-System L4Phone
Web
24x7
Mon-Fri
5 minutes
4 hours
Unlimited cases, 10 servers
Guaranteed SLA L5Phone
Web
Customer SLABased on ContractCustom terms and conditions

 

Telephony Products

ProductModeDescriptionResponse TimeAdditional Information
Digium Business PhonesPhone
Web
Mon-Fri
Mon-Fri
10 minutes
12 hours
Installation and configuration assistance
Failover AppliancesPhone
Web
Mon-Fri
Mon-Fri
10 minutes
12 hours
Installation and configuration assistance
GatewaysPhone
Web
Mon-Fri
Mon-Fri
10 minutes
12 hours
Installation and configuration assistance
Telephony Interface CardsPhone
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 Digium 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.