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Dialogic Pro Advantage Services
Dialogic® Pro™ Advantage services are add-on services available to customers who have bought a Dialogic Pro Premium Support Agreement and who require additional services from Dialogic to help them design, deploy and maintain systems based on Dialogic products.For convenience, selected services have been grouped together into Service Packs for Development and Deployment. The following table shows the base services provided by the Dialogic Pro Premium Support Agreement, all the available Dialogic Pro services that you can add on to the base contract and the services bundled into the Dialogic Pro Advantage Service Packs.
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I = Included O = Optional X = Not Available |
Deployment Pack | Mission Critical Pack | Development Pack | Premium Support Agreement | Standard Support Agreement |
| FastTrack (24x7 Engineering) | I | O | O | O | X |
| 24x7 Support | I | O | O | O | X |
| Application Design Assistance | 5 Days | O | O | O | X |
| Quarterly Performance Reviews | I | O | O | O | X |
| Program Management (CPM) | I | I | O | O | X |
| International Support Access | I | I | O | O | X |
| Onsite Support Events | 4 | 2 | O | O | X |
| New Product Jumpstarts | 3 | 2 | 1 | O | X |
| Secure FTP Site | 1 | 1 | 1 | O | X |
| Assigned Technical Focal Point | 1 | 1 | 1 | O | X |
| Free Software Downloads | I | I | I | I | I |
| Response Time | 2 Hours | 4 Hours | 6 Hours | 6 Hours | 1 Day |
| Authorised Callers | 9 | 7 | 5 | 4 | 1 |
| Online Problem (CIR) Submission and Status | I | I | I | I | I |
| Access to all of Dialogic Pro Advantage Services | I | I | I | I | X |
| The following optional Dialogic Pro Advantage Services can be added to a Premium Support Agreement: You can select individual services, or a select a pack and add to it. | |
| Additional authorized callers | Customize the size of your authorized caller list by adding as many contacts as you need to your Dialogic Pro Premium Support Plan. |
| New product jump starts | Get an early start with the latest Dialogic products. Our expert training staff can get you up to speed quickly on a variety of Dialogic products whether they are new releases or just new to you. |
| Secure FTP site | 128-bit encryption for the safest transfers of all source code, applications and log files with our support staff. |
| Enhanced response time | Upgrade your Dialogic Pro Premium Support Plan to 4 or 2-hour response times on all interactions. |
| Program management | An experienced Program Manager with special expertise in developing applications with Dialogic products can be assigned to work exclusively on a project to ensure optimal supervision of all elements. |
| On-site support incidents | Customers who would benefit from support visits by Dialogic engineers at a specific site can contract for onsite support. |
| International access | Report an issue to any of our support offices around the globe during their normal business hours regardless of where you are located. |
| Quarterly performance reviews | Keep all your high-priority issues on track and make sure you are getting the most out of your support plan by having a Dialogic Program Manager review all support incidents at the end of each quarter and plan for the upcoming months. |
| 24 x 7 Support response | Access to Dialogic technical support engineers and managers 24 hours a day, 365 days per year. |
| Fast track SLA | Add even more firepower to your 24x7 support response entitlement with 24x7 access to Dialogic development engineers and managers. |
| Deployment support incidents | The success of a new network or service often depends on rapid access to expert support when it is first deployed. From onsite support to extended support coverage, Dialogic can provide a range of contracted capabilities at this critical time. |
| Lab hosting of deployed configurations | House a fully configured replica of your deployed systems in a Dialogic technical support lab for quick resolution to complex issues. |
| Application design assistance | The success of a new network or service often depends on rapid access to expert support when it is first deployed. Dialogic can provide a range of contracted capabilities at this critical time. |
| Training | Detailed technical training on the Dialogic products covered by a Dialogic Pro Premium SLA is available to the contracted customer for an additional charge. Training is delivered by expert Dialogic support engineers with appropriate in-depth product knowledge. |
| Advance replacement insurance | Dialogic can assign its experienced application design engineers to projects in Europe, Asia and the Americas. Assistance is available throughout the development lifecycle and can include system architecture planning and design. |
| Standards and Compliance reviews | Dialogic engineers have many years of in-depth experience with telecommunications standards and compliance requirements and can provide consultative reviews on both open system and proprietary projects. |
| System verification and test planning | Dialogic’s extensive experience in test planning, system installation, system verification, and actual testing can help ensure a smooth deployment experience. |
| Software assurance | Dialogic offers software assurance services to customers requiring certainty that tested and certified product versions will continue to be maintained. |
| PBX Lab Services | The Dialogic® Pro™ PBX Lab Service provides access to a state-of-the art telephony environment for testing applications
on a variety of PBXs. PBX Lab Services Product Brief 
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