01
Coverage uncertainty
Teams may not know which products, sites or software versions are included.
MSA Maintenance Plan
Keep your M5 infrastructure supported, current and easier to manage.
An MSA maintenance plan helps operators, enterprises and integrators organize support coverage, software-update eligibility, lifecycle planning and renewal management for deployed Sentinel, Mediatrix and DGW infrastructure.
Structured support pathKnow how eligible incidents and requests are routed.
Update planningCoordinate DGW and platform lifecycle requirements.
Installed-base visibilityDocument models, quantities, locations and versions.
Renewal managementReduce last-minute coverage and entitlement gaps.
How MSA coverage is preparedInstalled base → eligibility review → maintenance path
M5 review
1
Scope the environmentIdentify platforms, quantities, serial numbers, versions and deployment regions.
2
Validate eligibilityM5 reviews lifecycle status, existing coverage and requested support scope.
3
Define the planThe correct maintenance, renewal or support path is prepared.
CoverageClear support scope.
UpdatesPlanned eligibility.
LifecycleBetter continuity.
Sentinel SBCMaintenance planning for physical and virtual SBC deployments.
Mediatrix gatewaysCoverage for installed analog, digital and legacy voice infrastructure.
DGW softwareCoordinate software versions, update access and lifecycle planning.
Enterprise installed baseSupport multi-site, operator and integrator-managed environments.
The customer problem
Critical voice platforms become harder to support when coverage and lifecycle status are unclear.
Without a structured maintenance plan, customers may not know which devices are covered, whether software updates are available, who owns support escalation or when renewals must be completed.
02
Update gaps
Firmware and software planning can become reactive instead of controlled.
03
Renewal risk
Expired or fragmented agreements can delay support and procurement.
04
Installed-base sprawl
Models, serial numbers, regions and ownership may be poorly documented.
Customer impact: support becomes slower, renewals become urgent and critical voice infrastructure is harder to maintain consistently across the organization.
What the MSA can organize
Bring support, updates and lifecycle planning into one maintenance path.
The exact coverage depends on the commercial agreement, product status and eligibility review performed by M5.
Maintenance planning may include
- Defined product and installed-base scope.
- Support request and escalation path.
- Software and firmware update planning.
- Lifecycle, renewal and entitlement coordination.
- Guidance for platform continuity and supported versions.
Information required for review
- Product families, models and quantities.
- Serial numbers, MAC addresses or device identifiers.
- DGW or software versions.
- Deployment countries, sites and operating context.
- Current agreement, renewal date and expected support level.
MSA workflow
From installed-base review to confirmed maintenance coverage.
1
Inventory
Submit products, devices, quantities, versions and deployment regions.
2
Validate
M5 reviews platform status, eligibility and existing maintenance information.
3
Clarify
The team may request serial numbers, proof of purchase or additional scope details.
4
Prepare
M5 defines the appropriate maintenance, renewal or update-access path.
5
Confirm
The customer receives commercial and operational next steps.
Business value
Why customers use maintenance coverage for critical voice infrastructure.
01
Faster support routing
Coverage information reduces uncertainty when a support request is opened.
02
Planned lifecycle management
Updates, versions and renewals can be managed before they become urgent.
03
Better operational visibility
Teams gain a clearer view of the installed base and its maintenance status.
MSA FAQ
Common questions before requesting coverage.
What is an MSA maintenance plan?
It is a commercial maintenance arrangement that defines the eligible product scope, support path and applicable maintenance or update conditions.
Is the MSA the same for every customer?
No. Coverage depends on the installed base, product lifecycle, quantities, regions, requested service and commercial agreement.
Can existing deployed products be reviewed?
Yes. M5 can review an existing installed base using product models, serial numbers, versions and available purchase or maintenance records.
Does an MSA automatically include every software update?
Update eligibility depends on the specific agreement, product, software and lifecycle status. M5 confirms the applicable path during review.
Can an expired agreement be renewed?
M5 can review expired or lapsed coverage and determine the available renewal, reinstatement or new-coverage path.
What should I prepare?
Prepare product models, quantities, serial numbers, DGW versions, deployment regions, current coverage information and the required support scope.
MSA maintenance request
Build the correct maintenance path for your installed M5 infrastructure.
Provide enough information for M5 to identify the products, understand the deployment and determine the appropriate coverage, renewal or update-planning path.
- Sentinel SBC, Mediatrix gateway and DGW product scope
- Serial numbers, quantities and deployment regions
- Current software versions and lifecycle status
- New coverage, renewal or reinstatement request
- Expected support and update requirements