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Compare Support Services

Choose a service level that best fits your needs

  BASE EXPERT PROFESSIONAL
  Email Support Contact Us Contact Us
  Included with Purchase Annual Agreement Fee per Hour or Device
Warranty  
Response Time 24 hours 4 hours  
Priority Case Response   12x5 or 24x7  
Email Support  
Phone Support    
Customer Portal Access    
Firmware Upgrades  
Bug Reporting  
Device Configuration Education  
Device Connectivity Support (device is connected and communicating)  
Complimentary Webinar Registration    
*Code Debugging / Application Performance Review (for code running on Digi devices only)    
*Integration with third party devices    
*Network Troubleshooting (where network includes a Digi device)    
*Solution Troubleshooting (end user implementations, applications, environmental factors). Solutions typically encompasses end point devices, end products, Digi devices, applications, and potentially Digi Remote Manager).    
Mobile or Web Application Development    
Python Development    
Site Surveys    
On-site Support    
Installation Services    
Implementation Services    
Customer Specific Device Configuration and Activation Services    
Customer Training    
  Email Support Contact Us Contact Us

*Services subject to a limit of 20 hours per contract year, per customer. This limit may be reduced for Digi Foundations customers purchasing at small quantities. Additional hours can be purchased

Support Services Datasheet

Download the Support Services Datasheet

Whether you are a Digi customer, channel partner, distributor, or solution partner, Digi Technical Services is at the ready to offer an exceptionally broad range of support services to help you resolve issues, create innovative products, and get to market faster with higher-quality solutions.

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Digi Support Policy

Digi will provide Base support for the duration of the hardware warranty period. Expert support and extended warranties can be purchased separately.

Software maintenance will be offered after the software warranty period for the duration of the hardware warranty and up to the End of Software Release Date. This includes commercially reasonable efforts to address deficiencies and update security features. Customers may be required to upgrade to a current version of firmware and/or implement other changes on the device to implement these updates.

When we announce a product End of Life date, we will define an End of Software Release Date. We expect this to be 6 months to 1 year past the Last Time Ship date.

Digi strongly recommends that customers subscribe to Digi Remote Manager cloud service (“DRM”) which enables wireless remote updating of software and firmware in Digi products for security patches and feature upgrades.

Customers that choose not to subscribe to DRM or do not use DRM for software and firmware updates are responsible for manually updating their Digi products. On occasion, a Digi product may require a firmware or software upgrade to address a security update, address deficiencies or provide new functionality to address a customer need. A solid upgrade strategy is essential to ensure the maximum life and benefit of your Digi product.