客戶支持

技術支持

為已購買授權的 OcNOS 客戶提供 7x24 技術支持——一份合同覆蓋軟硬體，由打造該平台的工程師親自支撐。

Open Support Ticket 文檔 +1 (866) 994-1279 聯繫銷售
24/7P1 覆蓋
30 分鐘企業 SLA
1合同，SW + HW
全球TAC 團隊
如何聯繫我們

支持渠道

每位獲得許可的 OcNOS 客戶均可根據其服務等級使用以下渠道。

Customer Portals

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

Support Ticket Portal License Portal

First-time users: see how to create a ticket and the ticket prerequisites.

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

國際撥打:請撥打上方免費電話（可能產生電信業者費用）或發送郵件 IPI-TAC-Global@ipinfusion.com. For sales inquiries, see 區域辦公室.

文檔

完整的 OcNOS 線上文檔——CLI 參考、SP 與 DC 配置指南、發行說明、協議說明以及 REST API 參考。

OcNOS 文檔

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

所有支持工單在提交時按嚴重程度分類，響應 SLA 以工單創建到首位工程師介入的時間衡量。

P1 — 嚴重

生產停機

網路完全中斷或無變通方案的嚴重服務故障，需要 24/7 即時響應。

P2 — 高

嚴重影響

重大功能故障，存在變通方案但服務已降級，需在同一工作日內響應。

P3 — 中

影響有限

非關鍵功能故障。提供變通方案。網路繼續正常運行。

P4 — 低

通用 / RFE

文檔諮詢、配置指導、功能請求或非緊急技術詢問。

服務等級

支持層級

請根據網路關鍵性選擇對應層級。所有層級均同時涵蓋 OcNOS 軟體與經驗證的開放硬體，升級立即生效。

功能 標準 Recommended高級 企業
Email TAC ✓ ✓ ✓
知識庫與軟體下載 ✓ ✓ ✓
Business hours phone ✓ ✓ ✓
24/7 customer support portal — P1 outages — ✓ ✓
P1 響應 SLA 8 小時 2 小時 30 分鐘
P2 響應 SLA 下個工作日 4 小時 2 小時
Hardware RMA coordination ✓ ✓ ✓
主動健康監控 — — ✓
Customer Success Manager (CSM) engagement — — ✓
季度業務評審 — — ✓

Not yet a customer? 聯繫銷售 to include support in your OcNOS package.

解答

常見問題

關於 IP Infusion TAC、支持等級與 OcNOS 技術支持的常見問題。

IP Infusion Technical Assistance Center(TAC）是什麼?
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.
IP Infusion 是否在 OcNOS 軟體之外同時支持硬體?
支持。IP Infusion 提供覆蓋 OcNOS 軟體與經過驗證的開放硬體平台（Edgecore、UfiSpace、Celestica 等）的統一支持合同。由此消除分別採購 NOS 與硬體時常見的多廠商責任互推。一份合同、一條升級路徑、一份 SLA。
重大故障的 P1 響應時間 SLA 是什麼?
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?
OcNOS 完整文檔發布於 ipinfusion.com/documentation/ — 包含 CLI 參考、SP 與 DC 配置指南、協議實現說明、版本說明與 REST API 參考。已獲許可的客戶可通過 TAC 申請訪問與版本綁定的額外文檔。
How do I upgrade my support tier?
請通過聯繫頁面與您的 IP Infusion 客戶經理或銷售團隊聯絡。合同更新後，等級升級即刻生效。我們建議在大型網路擴展或 Tier-1 電信業者部署前先行審視等級要求。
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.

尚未成為 OcNOS 客戶？

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.