Opengear, a Digi International company, introduced a new support model for its network infrastructure appliances, effective this month. Each new Opengear device will include five years of hardware coverage and SLA-backed support at no additional cost.
The model offers two support tiers: Foundation, providing 8x5 support, advanced hardware replacement, and guaranteed response SLAs; and Premium, offering 24x7x365 coverage, accelerated escalation, access to senior technical experts, and, for enterprise customers, dedicated advocates and 60 hours of annual professional services. Support is mandatory for all new appliances, with standardized SKUs to simplify purchasing and align total cost of ownership.
Patrick Quirk, President and General Manager of Opengear, stated that the model aims to provide predictable and scalable support for customers. Opengear will demonstrate the support platform at Cisco Live 2025, held June 8-12 in San Diego, where attendees can meet product leaders, explore the support integration, and learn about the Foundation and Premium tiers through discussions and walkthroughs. Additional details are available at www.opengear.com/support_solution/.
