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 innovate products, and get to market faster with higher-quality solutions. From simple installation and configuration questions to in-depth consulting, Digi has the expert resources and prompt response you need to succeed.
All Digi customers have access to a range of self-help 24x7 tools at no additional charge.
This entry level of support is included in the purchase of your registered Digi product. Itʼs ideal for smaller-scale projects and independent “do-it-yourself” customers who need only basic assistance. With Base Support, your case gets a response from Digiʼs experts within 24 business hours.
When you need priority access to Digiʼs support team, our Expert Support plan provides more services, expedited responses, and faster resolutions. In addition to all of the services of our Base Support plan, you receive:
When you have large implementations, complex end-to-end solutions, or sophisticated networks — or just want the advice of seasoned professionals — Digi Professional Services takes you even further.
Digi Containers Service — Digi provides a compute environment and documentation for customers and partners to deploy container-based applications via an add-on license to a Digi Remote Manager subscription.
Need additional support for developing or deploying containers? Contact Digi Professional Services to discuss your needs and contract detail.
Note: While Digi cannot guarantee that container applications will continue to work after you deploy firmware updates, Digi Professional Services can support your needs via a long-term support contract as needed.
The following table provides an overview of our service offers. Note that an active warranty is required for Digi support services.
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 post 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 fix bugs and update security features. Customers may be required to upgrade to a current version of firmware to receive the 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 its Digi Remote Manager cloud service (“DRM”) which enables the wireless remote updating of software and firmware in Digi products.
If a customer chooses not to subscribe to DRM or does not use DRM for software and firmware updates it is responsible for manually updating its Digi products. On occasion, a Digi product may require a firmware or software upgrade to address a security update, correct a bug 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.