Support / Enterprise Support

Enterprise Support

Customizable Offerings Tailored to Your Unique Needs

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.

Benefits

  • Priority support with response service levels
  • Pre-configured or customized plans to meet your support needs
  • 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

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.

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 Technical Services such as Development Assistance, Consulting, Training, On-site RF Survey and more.

FEATURES ENTERPRISE SUPPORT CASE PACKS STANDARD WARRANTY
BUG FIXES AND FEATURE UPGRADES Included Included Included
DOCUMENTATION Included Included Included
DIAGNOSTICS AND UTILITIES Included Included Included
KNOWLEDGE BASE Included Included Included
PEER TO PEER SUPPORT FORUM Included Included Included
HARDWARE REPAIR Included* Included* Included*
CUSTOMER PORTAL ACCESS Included Included  
PHONE SUPPORT Included Included  
SLA RESPONSE TIMES Included    
UNLIMITED CASE CREATION Included    
12X5 OR 24X7 PRIORITY SUPPORT Select Option    
ADVANCE REPLACEMENTS Optional    
DEDICATED SUPPORT ENGINEER Optional    
TECHNICAL SERVICES ENTERPRISE SUPPORT
APPLICATION DEVELOPMENT Optional
CONSULTING Optional
DEVELOPMENT ASSISTANCE** Optional
RF SITE SURVEYS Optional
TRAINING Optional

*For the term of the warranty **May be mandatory depending on the product ordered

OPTIONAL SUPPORT SERVICES

Advanced REPlacement

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

Get 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 CloudSM 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.
PART NUMBERS DESCRIPTION
Enterprise Annual Support Agreement
DG-ENT12-100 12x5 Business Hours Priority Support: Covers up to 100 products Expert technical support is available 12 hours a day during business working days. 1-year annual agreement begins on date of purchase. BUY NOW
DG-RF-ENT12-100 12x5 Business Hours Priority Support (RF Only): Covers up to 100 RF products Expert technical support is available 12 hours a day during business working days. 1-year annual agreement begins on date of purchase. BUY NOW
DG-ENT24-100 24x7 Business Hours Priority Support (All Products): Covers up to 100 products Get round-the-clock coverage for your critical devices and applications. 1-year annual agreement begins on date of purchase. BUY NOW
SUPPORT CASE PACKS
DG-TS-ESS-1 1 Support case pack: 6 business hour response. Covers installation support, hardware support and device support. BUY NOW
DG-TS-ESS-RF-1 1 RF Support case pack: 6 business hour response. Covers installation support, hardware support and device support. BUY NOW
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