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Support Offerings

Our team of technical engineers and our online resources help you gain the most from your Digi products

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Whether you are a Digi customer, reseller or technology provider, Digi Technical Services is 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. From simple installation and configuration questions to in-depth consulting, Digi offers the expert resources and prompt response you need to succeed.

Base Support

Digi Base
Hours Response Time
  • Email Support
  • Customer portal
  • Device configuration assistance
  • Device connectivity support
  • Feature / functionality inquiries
  • Firmware upgrade assistance
  • Return authorization (RA)
  • Bug reporting
  • Warranty registration required

Support program for do-it-yourself customers
 
 

Expert Support

Digi Expert
Hours Response Time
  • All Digi base services, plus the following additional services:
  • Priority case response
  • Phone support
  • Network integration
  • Troubleshooting
  • Best-effort support for EOL and out-of-warranty products

Support program for customers needing hands-on assistance

Professional Services

Digi Professional
Add-on Services
  • Mobile or web application development
  • Python development
  • On-site support
  • Installation services
  • Third-party device configuration
  • Solution implementation services
  • Customer specific-device configuration services
  • Customer training
  • Code debugging

Additional services for customers with large implementations or complex network installations

Self-Service Assistance

All Digi customers have access to a range of self-help 24x7 tools at no additional charge. To find resources start at www.digi.com/support.

  • Community support forum
  • Solution guides
  • Digi AI assistants
  • Documentation
  • Knowledge Base
  • Sample applications
  • Firmware upgrades
  • Software patches
  • Product notices or product update subscriptions

Digi Base Support

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.

  • Device configuration — After initial setup, we will help you troubleshoot any configuration issue with your Digi product.
  • Feature / functionality inquiries — Find out how to get the most from your Digi product.
  • Customer portal access — Use this secure portal to submit and manage technical support issues, and subscribe to self-service features.
  • Firmware upgrades — Get patches and feature upgrades.
  • Return authorization (RA) assistance — We make repairs easy and straightforward.

Digi Expert Support

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:

  • Telephone support — Expert assistance is only a phone call away.
  • Priority response — We will respond to your online request within 4 hours.
  • Network integration — We will help identify and troubleshoot issues with Digi devices within your network.
  • Best-effort support for EOL and non-warranty products — We will provide best-effort support for end-of-life and non-warranty products. This does not include any effort that will require extensive engineering resources, or require firmware updates to resolve. Bug fixes are not guaranteed in this category.

Digi Professional Services

When you have large implementations or sophisticated networks — or just want the advice of seasoned professionals — Digi Professional Services takes you even further.

  • Solution troubleshooting — We help you navigate through complex technical issues.
  • Application development — Our software services team provides custom applications for end-point device monitoring, management, and reporting.
  • Solution implementation services — We will help design and optimize your Digi hardware solution, from network design to interoperability with third-party services.
  • Onsite/online training options — Shorten your development cycle with a customized training to give your team a stronger foundation on Digi products.
  • Installation services – We will help you with the initial install and setup of your Digi product in your environment.
  • Code support — We can help you debug code and scripts and review the performance of your Digi products.

  • Digi Containers Service — Our team can develop custom container applications, which include long-term support.

Digi Technical Services — At a Glance

The following table provides an overview of our service offers. Note that an active warranty is required for Digi support services.

SERVICE BASE EXPERT PROFESSIONAL
  Included with purchase Annual contract: 24x7 Fee per hour or device
Response time 24-hour 4-hour
priority cases		  
Email support ✓ ✓  
Phone support   ✓  
Customer portal access ✓ ✓  
Firmware upgrades ✓ ✓  
Return authorization (RA) ✓ ✓  
Bug reporting ✓ ✓  
Digi device troubleshooting ✓ ✓  
Network integration troubleshooting ✓ ✓ ✓
Device connectivity troubleshooting   ✓  
Customer developed code debugging / application performance review     ✓
Mobile or web application development     ✓
Solution implementation services for existing device configurations, for applications and environmental factors. Solutions typically encompass third party devices, Digi devices, applications and Digi Remote Manager® platform.     ✓
Installation services     ✓
Python development     ✓
Customer training     ✓
Customer-specific device configuration and activation services     ✓
Custom Digi Containers     ✓
Support policy

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