Choose the Right Switchvox Subscriptions Plan for You

All Switchvox appliances include one year of software maintenance. It's easy to upgrade your Switchvox Subscriptions plan and to purchase additional Switchvox Subscriptions for all of your phone extensions.

Subscriptions Overview

Your Switchvox Subscriptions & Maintenance Plan includes three things:

  • Technical Support
    Subscriptions are available in Gold and Platinum plans that dictate the level of technical support service you have access to.
     
  • Software maintenance
    Software updates can include major releases, minor point-code releases, and bug-fix releases.
     
  • User-extension Licenses
    Each phone-type extension needs a Subscription.

These Extension Types require a Subscription:

  • SIP Phone or SIP Adapter for Analog Phone (ATA)
  • Analog Phone
  • Virtual Extension


There are two levels of Subscriptions Plans*:

  • Platinum: 24x7 phone and online support, with 4-hour M-F target-response times.
    (Maximum of 5 after-hours incidents)
     
  • Gold: 8x5 phone and online support, with 24-hour M-F target-response times.

Gold plans offer support 8 hours per day, Monday through Friday. This is assumed to be normal business hours in the customer's timezone.

*Additional Subscriptions Plans are also available through participating channel partners. Contact your local Digium channel partner to find out more about the Subscriptions options available in your area.


Subscriptions Policies

A new installation of Switchvox cannot be purchased without:

  • Software Maintenance for 1 year

 

Switchvox Subscriptions and Maintenance are provided for one year from the date of activation, not to exceed 90 days from the date of shipment/delivery by Digium to a customer (distributor, reseller, end user or OEM).

Extensions that Require Subscriptions

You may already be familiar with Switchvox and all of the different Extension Types that you can create inside the system. It is important to note that you do not need a Subscription for every extension you create in Switchvox.

These Extension Types require a Subscription:

  • SIP Phone or SIP Adapter for Analog Phone (ATA)
  • Analog Phone
  • Virtual Extension

Converged Phones do not necessarily need a subscription, but each of the extensions above do need a subscription even if they are converged with one person's main extension.

These Extension Types do NOT require a Subscription:

  • IVR (Interactive Voice Response)
  • Call Queue
  • Agent Log In
  • Agent Log Out
  • Simple Conference Room
  • Meet-Me Conference Room
  • Group Pickup
  • Intercom/Paging
  • Directory
  • Voicemail Access
  • Call Parking
  • Dial Tone
  • Feature Codes

Software Maintenance

Switchvox Software Maintenance is not sold per-user as Switchvox Subscriptions are, but per Switchvox system. Software Maintenance provides updates to Switchvox, including:

  • Bug fixes
  • Minor point-code
  • Major releases

Example: A customer who purchased Switchvox SMB at version 4.0 is entitled to any point code releases (4.5, 4.6) or any major releases (5.0) which occur within 12 months of the customer’s original activation of the product.

Subscriptions Plan Upgrades

Upgrades can be purchased at any time to change your existing Subscriptions Plan to Gold or Platinum. Once your Subscriptions have been upgraded, you will pay the renewal price for that new support level.

Renewals

Subscriptions for each phone-type extension, and Software Maintenance for the system must both be renewed to

  • Continue to receive technical support
  • Add extensions beyond the number purchased while the service period is active
  • Operate the Digium-hosted Switchboard panels
  • Apply software updates

A renewal purchase of one of the two components will not result in the delivery of partial services; a renewal purchase of both components is required for the delivery of any of the services.

Renewals are purchased in one-year, two-year, or four-year increments. Renewals are offered at a discounted price. Renewals may be purchased at the same time a system is initially bought.

Purchasing a two-year renewal provides a total of three years of support (the first initial year of support plus the two years of the two-year renewal) and a four-year renewal provides a total of five years of support (the first initial year of support plus the four years of the four-year renewal). Multi-year renewals do not have to be purchased at the same time a system is initially installed to receive the multi-year discount.

Lapsed Subscriptions & Maintenance

If you do not renew your Subscriptions and Software Maintenance, Digium's obligation to provide technical support services and updates of Switchvox is terminated at the end of the initial one-year period.

If Subscriptions and Maintenance lapse, the software itself will continue to function with the following exceptions:

  • Switchboard panels that are hosted by Digium including the Google map, Salesforce.com and SugarCRM panels will not function.
  • You will not be able to add any additional phone-type extensions, unless you purchase an out of support subscription.
  • You will not be able to view, retrieve, or apply any additional software updates, including bug fixes.

Your subscription expiration date can be found in the Web Suite at Server > Maintenance > Updates.

If your subscriptions lapse, then

  • You are subject to a Support Reinstatement Fee of $385.00 in addition to the Subscription and Maintenance renewal costs.
  • Renewals will backfill to the original date of expiration. Meaning, if your subscription expired 5 months ago, and you purchase a one-year renewal today, your subscriptions will expire seven months from today, not 12 months. So, it is best not to let your subscriptions expire.

Support for Unknown Hardware Configurations

Unfortunately, we cannot guarantee any level of performance for an unknown hardware configuration (anything other than Switchvox hardware). If you are using your own hardware and encounter an issue, Switchvox Technical Support will attempt to help you until such time as we determine that the issue may be hardware-related. At that point, we may require that you resolve the issue on your own, or that you purchase Switchvox Hardware.

If you want to install the Switchvox software on your own hardware, it should be on a dedicated server with at least a Pentium 4 processor and 512 MB of RAM. Switchvox includes a complete operating system, so no existing OS is necessary.

IMPORTANT: The Switchvox installation will DELETE any existing data on your server.

Managing Subscriptions

  • The Subscriptions Wizard
    Use the Wizard to buy new subscriptions, upgrade to Gold or Platinum, renew expiring plans, or just check your current Subscriptions plan.
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