SUPPORT SERVICES
DIGI ENTERPRISE SUPPORT
Digi Enterprise Support customers enjoy unlimited, priority access to our support team.
Choose your coverage and then add optional services to meet your organization’s needs
Created to meet your business needs and budget, each
annually renewable Enterprise Support plan offers availability
and SLAs geared to ensure your success. Digi Enterprise
Support customers enjoy unlimited priority access to our
support team (via email, customer portal or by phone) and
receive responses typically within two business hours.
Whether it’s installation, configuration or device
troubleshooting, all Digi Enterprise Support customers
have unlimited access to Digi’s team of technical support
engineers. Our unwavering goal is to provide you with
professional, timely, expert Technical Services that ensure
optimal performance of your Digi solutions.
Select Your Coverage Option
12X5 BUSINESS HOURS
PRIORITY SUPPORT
Expert technical support is
available 12 hours a day
during business working days.
24X7 PRIORITY SUPPORT
Get round-the-clock coverage
for your critical devices and
applications.
Benefits:
3
Priority support with response service levels
3
Pre-configured or customized plans to meet
your support needs
Product Support Included with Your Warranty
All Digi customers have access to firmware and driver releases
that contain feature enhancements and bug fixes, access
to knowledge bases and peer-to-peer support forums, and
complete product documentation.
Optional Add-on Services
Extend your Enterprise Support plan with Advanced Product
Replacement or a Dedicated Support Engineer. Digi customers
also have access to our suite of Implementation Services such
as Development Assistance, Consulting, Training, On-site RF
Survey and more.
3
3
3
3
3
3
3
3
Low per device cost
Annual terms
Comprehensive customer support portal
Case creation and management
Case sharing
RMA requests
Serial number lookup
Case packs for customers that do not
require an annual agreement
www.digi.com/support
FEATURES
BUG FIXES AND FEATURE UPGRADES
DOCUMENTATION
DIAGNOSTICS AND UTILITIES
KNOWLEDGE BASE
PEER TO PEER SUPPORT FORUM
HARDWARE REPAIR
CUSTOMER PORTAL ACCESS
PHONE SUPPORT
SLA RESPONSE TIMES
UNLIMITED CASE CREATION
12x5 OR 24x7 PRIORITY SUPPORT
ADVANCE REPLACEMENTS
DEDICATED SUPPORT ENGINEER
ENTERPRISE SUPPORT
Included
Included
Included
Included
Included
Included*
Included
Included
Included
Included
Select Option
Optional
Optional
CASE PACKS
Included
Included
Included
Included
Included
Included*
Included
Included (12x5)
STANDARD WARRANTY
Included
Included
Included
Included
Included
Included*
TECHNICAL SERVICES
APPLICATION DEVELOPMENT
CONSULTING
DEVELOPMENT ASSISTANCE**
RF SITE SURVEYS
TRAINING
ENTERPRISE SUPPORT
Optional
Optional
Optional
Optional
Optional
OPTIONAL SUPPORT SERVICES
Advanced Placement
Add Advanced Replacement to your annual agreement and if your
hardware should fail at any time during your Enterprise Support
term, Digi will send a replacement unit via prepaid overnight
shipping.
Dedicated Support Engineer
Personalized services by at least a level 2 support engineer whom
will be your single point of contact during your normal business
hours. The DSE will have fast access to additional Digi resources,
including product subject matter experts and engineering.
OPTIONAL TECHNICAL SERVICES
Application Development
Digi provides full Software Development Assistance service to help
your custom application achieve stated objectives. From design
analysis, code review, to deployment and testing we provide the
expertise to ensure your success.
Development Assistance
G
et expert help during regular business hours for your
programming challenges and questions related to Digi products.
Development Assistance covers help for features like Digi Device
Cloud
SM
programming, code debugging/review and API assistance.
Consulting
Let Digi experts help you design, optimize and configure your
robust RF network or troubleshoot difficult architectural problems.
These services include our XBee® K-Node to test a deployment up
to 1,000 devices in a variety of configurations within a controlled
environment. We simulate distances, line breaks, node failures, bad
data and other conditions to help ensure you have the most robust
network setup.
RF Site Survey
Digi engineers come out to your site to analyze and explain the
RF challenges you may face. Our experts will learn about your
solution requirements, create a site-survey map and recommend
solutions—including products, antenna placements and more.
Online and Onsite Training
Shorten your development cycle while giving your team a stronger
foundation on our products,implementation issues and innovative
solutions. We customize every training curriculum to meet your
exact needs.
*For the term of the warranty **May be mandatory depending on the product ordered
Learn More at www.digi.com/support
ORDERING INFORMATION
Enterprise Support
Choose your preferred coverage and then add optional
services to your annual plan to meet your organization’s needs.
Case Packs
Digi Case Packs allow companies without the need for an
annual plan to have access to Digi’s Technical Support experts.
PART NUMBERS
ENTERPRISE SUPPORT PACKAGES 12X5
DG-ENT12-100
DG-ENT12-250
DG-ENT12-500
DG-ENT12-1000
DG-ENT-CUST
DG-ENT-DEV
ENTERPRISE SUPPORT PACKAGES 24X7
DG-ENT24-100
DG-ENT24-250
DG-ENT24-500
DG-ENT24-1000
ENTERPRISE RF SUPPORT PACKAGES 12X5
DG-RF-ENT12-100
DG-RF-ENT12-250
DG-RF-ENT12-500
DG-RF-ENT12-1000
CASE PACKS
DESCRIPTION
12x5 support up to 100 devices annual term
12x5 support up to 250 devices annual term
12x5 support up to 500 devices annual term
12x5 support up to 1000 devices annual term
Customized to customer’s needs
12x5 support with 10 hours development assistance annual term
24x7 support up to 100 devices annual term
24x7 support up to 250 devices annual term
24x7 support up to 500 devices annual term
24x7 support up to 1000 devices annual term
RF products 12x5 Support up to 100 devices annual term
RF Products 12x5 Support up to 250 devices annual term
RF Products 12x5 Support up to 500 devices annual term
RF Products 12x5 Support up to 1000 devices annual term
Customers that do not require an annual agreement can order individual Case Packs to access the Digi Support Team.
DG-TS-ESS
DG-TS-ESS-RF
1 case for Digi products
1 case for Digi RF products
Digi Enterprise Support customers enjoy unlimited, priority access to our support team.
www.digi.com/support
877-912-3444
I
952-912-3444
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