Drect Digi International telephone support for their products is chargeable on a contractual basis but Entrix provides first line technical support to its customers free of charge. Basic email support with 24 hour response is included in the purchase of the product.
If you require assistance directly from Digi other than by email, you will be asked if you have purchased any technical support cases. The available packages are shown below.
If a product is believed to be actually faulty, rather than mis-configured or incorrectly installed, no charge applicable. RMA Validation is not chargeable. However, you are advised to discuss your support requirement with Entrix before calling or contacting Digi. We will be pleased to offer an initial consultation free of charge. If it is not something that we are able to quickly resolve, and Digi technical support is required then we can relay case investigation messages free of charge. If you wish to deal with Digi directly, then a chargeable support contract must be set up.
If you have any questions, please do not hesitate to contact Entrix.
Digi also offer Digi Expert Support
With Digi Expert support you have access to the following features.
4 Hour Business Hour Response.
Priority Phone, Portal and Email Support.
Exclusive Customer Portal access.
Expedited RMA services.*
Code Debugging /Application performance review for code running on digi hardware, up to 20 hours.
Access to Level 3 support staff to assist with integration with third party devices.
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