Switchvox Subscriptions

This page should help answer the following questions:

As always, for more information please get in touch with your Digium reseller or contact sales.

What are Subscriptions and what is Software Maintenance?

Switchvox Subscriptions include 2 things:

  • Technical Support - Subscriptions are available in 3 levels that dictate the level of technical support service you will have access to- Silver, Gold, and Platinum. (more about Subscription levels)
  • User Extension License - Subscriptions at all levels (Silver, Gold, & Platinum) also make it possible for you to add extensions to your Switchvox. Therefore you will need a Subscription at the level of your choice for each user or extension on the system. (more about which Extension Types require a Subscription)
Switchvox Software Maintenance is not sold per user as Switchvox Subscriptions are, but per Switchvox system and provides updates to the Switchvox. These updates include:
  • bug fixes
  • minor point-code
  • major releases
Example: A customer who purchased Switchvox SMB version 3.0 with 1 year of Software Maintenance is entitled to any point code releases (3.5, 3.6) or any major releases (4.0) which occur within 12 months of the customer’s original activation of the product.

A new installation of Switchvox may not be purchased without both a minimum of 10 Silver Subscriptions and software maintenance for 1 year.

Subscription services for each installation of Switchvox 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)

What are the differences between Silver, Gold, and Platinum Subscriptions?

All Subscription levels include some level of Business Hours support. Business Hours are Monday through Friday from 6am - 6pm PST.

  Silver Gold Platinum
First Year $55 per user $77 per user $110 per user
Annual Renewal $11 per user $17 per user $28 per user
User License Yes! Yes! Yes!
Business Hours Email Support Yes! Yes! Yes!
Business Hours Phone Support   Yes! Yes!
After Hours Phone Support Yes!*
After Hours Email Support Yes!*
* Platinum Subscriptions include five (5) out of business hours support incidents. Any additional support incidents beyond 5 within a one year period will result in a $200.00 per incident charge.

What happens if I don't renew my Subscriptions?

Without renewing your Subscriptions and Software Maintenance, Digium’s obligation to provide support services and updates of Switchvox is terminated at the end of the initial 12 month period.

The software itself will continue to function with the following exceptions:

  1. Switchboard panels that are hosted by Digium including the Google map, Salesforce.com and SugarCRM panels will cease to function.
  2. You cannot purchase or add any additional users/extensions to a system without active Subscriptions and Software Maintenance.
  3. You will not be able to view, retrieve or apply any additional software updates, including bug fixes.

Renew for Ongoing Service
Subscriptions for each user and Software Maintenance for the installation must both be renewed in order to continue to receive support, to add additional extensions beyond the amount purchased while the service period is active, to operate the Digium-hosted Switchboard panels or to receive 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. Two-year renewals are offered at a 10% discount against the purchase of two one-year renewals. Four-year renewals are offered at a 25% discount against the purchase of four one-year renewals. Renewals may be purchased at the same time a system is initially bought.

Purchasing a 2-year renewal provides a total of three years of support (the first initial year of support plus the 2 years of the 2-year renewal) and a 4-year renewal provides a total of five years of support (the first initial year of support plus the 4 years of the 4-year renewal). Multi-year renewals do not have to be purchased at the same time a system is initially installed in order to receive the multi-year discount.

Upgrades can also be purchased at any time to change your existing Subscriptions to a different level of support if needed. Silver to Gold upgrades are $22/user. Gold to Platinum upgrades are $33/user. Silver to Platinum upgrades are $55/user. Once your Subscriptions have been upgraded, you will pay the renewal price for that support level (Silver, Gold, or Platinum) moving forward.

What kind of Extensions 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 inside your Switchvox.

Here are all the Extension types that require a Subscription:

  • SIP Phone or SIP Adapter for Analog Phone (ATA) - Any SIP phones, like Polycom SoundPoint phones or a SIP softphone. Also any Analog Telephone Adapter such as a Sipura SPA-1001
  • Analog Phone - This extension type is for regular analog telephones that are physically plugged into the PBX via an FXS port
  • Virtual Extension - Virtual Extensions are extensions for users without a phone. They can be used for voicemail boxes, or can be set up with call rules that always cascade to the user's cell phone. They behave exactly like SIP Phone extensions except they do not show the phone as "Unreachable" in the System Status screen.

And here are all of the Extension types that do NOT require a Subscription:

  • IVR (Interactive Voice Response) - (An IVR is the menu that asks the caller to press 1 for directions, press 2 to hear the company directory, etc.) You will be able to customize your IVR's options, messages, and more in the IVR Editor.
  • Simple Conference Room - A simple conference room extension presents a single conference room for anyone who calls or is transferred to this extension.
  • Meet-Me Conference Room - Meet-Me Conference Room extensions provide an access point to each user's conference room. Callers to this extension will be prompted for a PIN number corresponding to a specific user's conference room. Users can setup their PIN and individual conference settings by logging into the users section of the web suite and accessing the "Conference Setup" menu option.
  • Group Pickup - Group Pickup extensions will allow an extension to answer a call that is ringing a different extension. Example: Assume that 600 is defined as the Group Pickup extension and 202 is a member of this pickup group. If extension 202 is ringing with an incoming call, dialing 600 from another phone will pick up the call ringing in on 202's extension.
  • Intercom/Paging - This extension type is used to make an announcement over the speakerphone on a group of phones. Targeted phones will not ring, but answer immediately into speaker-phone mode. Note that the use of this extension type is dependent on a compatible and correctly configured handset. This extension type allows you to define which phones participate in the paging group, as well as who is allowed to dial it.
  • Directory - This extension type presents the caller with a directory of all extensions. The caller is prompted to type in the first three letters of the party's last name and is presented with a list of matching extensions.
  • Voicemail Access - Users can call this extension to check their voicemail. Note: this is not an extension to leave a voicemail message, this is strictly for retrieving voicemail. Please look in each user's Call Rules in their User Tools section for options for leaving voicemail.
  • Call Parking - By transferring callers to this extension type, users will be able to park their current call. Call Parking is a method of transferring calls by parking a call on one phone, and retrieving it on another phone. For example, a user gets a call in their office, but needs to take that call to the store room to check on something. To park the call, they hit transfer on their phone and dial the parking extension, say 700. A lot number is read back to them: 725, and they then hit transfer again to park the caller. The user can now hang up the phone, walk to the store room, pick up the phone there and dial 725 to retrieve their call.
  • Dial Tone - Calling this extension type presents the caller with a dial tone. This is useful for SIP phones that have an automatic dial feature. Setting a phone to automatically dial the Dial Tone extension makes it easier to perform certain operations on the Switchboard interface.
  • Feature Codes - Feature codes perform various operations by dialing a *, two digits, and an extension. For example, the "Go To Voicemail" feature could be defined as extension *56. Dialing *56202 would then go directly to extension 202's voicemail.
  • Call Queue - Call Queues are extensions where callers are queued up in line to speak with a representative. Call queues are often used to dial into a particular department or group, e.g. The extension for accounting could ring each member in the accounting department. You will be able to customize your call queues in the extension setup process.
  • Agent Log In - Define this extension to allow users to log into your Call Queues. After logging in, users will begin to receive calls to queues that they are members of.
  • Agent Log Out - Define this extension to allow users to log out of Call Queues

How do I know which Subscriptions or Renewals I need to buy?

The tools at http://www.switchvox.com/subscriptions are all you need!

By entering your Switchvox registration code, the tools can:

  • Check the level and time remaining on your Switchvox Subscriptions
  • Determine exactly what you need to add Subscriptions to your Switchvox
  • Upgrade your Subscriptions to increase your support level
  • Renew expired or expiring Subscriptions and Software Maintenance
Really, just put in your Switchvox registration code and the tools will show you exactly what you need.

How do I buy my Subscriptions?

Subscriptions, Software Maintenance, Renewals and Upgrades may be purchased wherever you buy Digium products.

If you already have a Switchvox - The first step you should take is to determine exactly what you need to buy. (go to http://www.switchvox.com/subscriptions for our helpful tools!)

If you do not yet have a Switchvox - The first step you should take is to review the different Subscription levels and if you have additional questions, please contact us using this form or by calling 1-888-881-3560 or contact your Digium Reseller.