Customer Support

Technical Support

24/7 technical support for licensed OcNOS customers. One contract for software and hardware, from the engineers who built the platform.

24/7P1 Coverage
30 minEnterprise SLA
1Contract, SW + HW
GlobalTAC Team
How to Reach Us

Support Channels

Every licensed OcNOS customer has access to the following channels based on their service tier.

Customer Portals

Open and track support tickets, manage OcNOS licenses, and access release downloads, for licensed customers.

Phone & Email

Toll-free TAC phone line during business hours, plus 24/7 email for licensed customers. For round-the-clock ticketing, Premium and Enterprise contract holders use the 24/7 customer support portal.

+1 (866) 994-1279, TAC Toll Free IPI-TAC-Global@ipinfusion.com

International callers: dial the toll-free number above (carrier charges may apply) or email IPI-TAC-Global@ipinfusion.com. For sales inquiries, see regional offices.

Documentation

Full OcNOS online documentation: CLI reference, SP and DC configuration guides, release notes, protocol notes, and REST API reference.

View OcNOS Docs

Product Warranty

Standard hardware and software warranty terms for IP Infusion integrated systems and validated open platforms.

Download Warranty PDF

Product Lifecycle

End-of-Sale and End-of-Life announcements for OcNOS and IP Maestro: plan upgrades and refreshes against published timelines.

View Lifecycle & EoS/EoL

End User License Agreement

OcNOS and IP Maestro EULA: the license terms that govern your IP Infusion software deployment.

Read the EULA
Escalation Framework

Issue Severity Levels

All support cases are classified by severity at submission. Response SLAs are measured from ticket creation to first engineer contact.

P1: Critical

Production Down

Complete network outage or critical service failure with no workaround. Immediate 24/7 response required.

P2: High

Major Impairment

Significant function failure. Workaround exists but service is degraded. Requires same-business-day response.

P3: Medium

Limited Impact

Non-critical feature malfunction. Workaround available. Network continues operating normally.

P4: Low

General / RFE

Documentation questions, configuration guidance, feature requests, or non-urgent technical inquiries.

Service Levels

Support Tiers

Choose the tier that matches your network criticality. All tiers cover both OcNOS software and validated open hardware. Upgrades take effect immediately.

Feature Standard RecommendedPremium Enterprise
Email TAC ✓ ✓ ✓
Knowledge base & software downloads ✓ ✓ ✓
Business hours phone ✓ ✓ ✓
24/7 customer support portal, P1 outages – ✓ ✓
P1 response SLA 8 hours 2 hours 30 minutes
P2 response SLA Next business day 4 hours 2 hours
Hardware RMA coordination ✓ ✓ ✓
Proactive health monitoring – – ✓
Customer Success Manager (CSM) engagement – – ✓
Quarterly business reviews – – ✓

Not yet a customer? Contact sales to include support in your OcNOS package.

Answers

Frequently Asked Questions

Common questions about IP Infusion TAC, support tiers, and OcNOS technical support.

What is the IP Infusion Technical Assistance Center (TAC)?
IP Infusion TAC is our global support organization staffed by OcNOS-specialist engineers. TAC handles software troubleshooting, CLI configuration issues, bug escalations, and hardware RMA coordination, all under one support contract. Licensed customers reach TAC through our 24/7 customer support portal and by email; the toll-free phone line is available during business hours.
Does IP Infusion support hardware as well as OcNOS software?
Yes. IP Infusion provides a unified support contract covering both OcNOS software and validated open hardware platforms (Edgecore, UfiSpace, Celestica, and others). This eliminates the multi-vendor blame-shifting common with separately sourced NOS and hardware. One contract, one escalation path, one SLA.
What are the P1 response time SLAs for critical outages?
Response SLAs depend on your support tier. Standard: 8-hour P1 response. Premium: 2-hour P1 with 24/7 customer support portal access. Enterprise: 30-minute P1 response with Customer Success Manager (CSM) engagement. The 24/7 support portal is available to Premium and Enterprise contract holders.
How do I submit a support ticket?
Open a ticket in the IP Infusion customer support portal (24/7 for Premium and Enterprise contract holders) or email IPI-TAC-Global@ipinfusion.com. The toll-free phone line +1 (866) 994-1279 is available during business hours. Provide your OcNOS license ID, the affected platform, and a brief description of severity at first contact. TAC will assign a case number and engineer.
Does IP Infusion offer hardware replacement (RMA)?
Yes. IP Infusion coordinates hardware RMA for failed open platforms in the OcNOS-validated portfolio (Edgecore Networks, UfiSpace, Celestica, and other validated ODM partners) under the same unified support contract that covers OcNOS software. RMA turn-around depends on the platform, region, and ODM logistics; contact TAC for the SLA that applies to your deployment.
Where is the OcNOS documentation hosted?
Full OcNOS documentation is at ipinfusion.com/documentation/: CLI reference, SP and DC configuration guides, protocol implementation notes, release notes, and REST API reference. Licensed customers can request access to additional release-bound documentation through TAC.
How do I upgrade my support tier?
Contact your IP Infusion account manager or our sales team via the contact page. Tier upgrades take effect immediately upon contract update. We recommend reviewing tier requirements ahead of major network expansions or Tier-1 operator deployments.
How do I reach IP Infusion for a Severity 1 issue?
Open a P1 ticket in the IP Infusion customer support portal. Premium and Enterprise contract holders have 24/7 portal access for production outages. Email IPI-TAC-Global@ipinfusion.com. The toll-free phone line +1 (866) 994-1279 is available during business hours.

Not yet an OcNOS customer?

Talk to our sales team about bundling the right support tier into your OcNOS license, or try OcNOS free in an EVE-NG, GNS3, KVM, or VirtualBox lab.