Condiciones de asistencia

Hedgehog offers support for a multi-vendor, open, stable, secure, and automated SONiC distribution and Open Network Fabric. Our software development team optimizes the best SONiC available on a device. We test, certify, and secure it for deployment in a variety of environments. Our open-source Kubernetes open fabric operator orchestrates SONiC deployment and configuration for a variety of use cases. We meet customers where they are at and work to improve their network management experience through SONiC and open fabric. Buying our support ensures we can provide enterprise-level support from your mission-critical deployments to blue field test labs.

The support process involves an escalation hierarchy where tickets move from the support team to engineers or developers, ensuring issues are addressed by the appropriate team members. Customers will receive regular updates throughout the process until their issue is resolved.

Acuerdo de nivel de servicio

All our source code is open and licensed under Apache2.

Zero Day Configurations

At Hedgehog we understand the need to keep up with the latest networking advancements. To enable this level of innovation we strive to provide support for zero day configurations. Meaning for devices and software immediately upon release.

Definiciones

Certificación de dispositivos

If you want to deploy Hedgehog Open Network Fabric on a device not currently on our certified device list, you may request certification. The certification process duration and potential costs (if any) will be communicated to you upon request.

Certificación de características

Feature certification follows the same process as device certification. We partner with various vendors to ensure compatibility and to deliver quality support.

Nodo

Hedgehog SONiC Nodes may include physical servers (baremetal, Kubernetes, or virtualized), switches, routers, or smart NICs. For example, in a Kubernetes cluster setup, all these devices function as nodes in the cluster, managed by the control plane.

Código abierto

Any third-party software, which is commercially available from an open-source provider or considered as a “hardened release”, having been tested and offered by commercial providers identified by and including Hedgehog, and is certified on the Hedgehog Open Network Fabric Hardware and Device Certification List located at https://githedgehog.com/devices.  Hedgehog commits all code added or modified during Device Certification to the open source community.

Tiempo de respuesta

The amount of time between when you open a support ticket and when a Hedgehog Support Engineer first responds and lets you know they’re currently working on it.

Niveles de gravedad

Severity level is determined mutually by the Hedgehog support team and the customer, based on the impact on business operations. For example, if your entire network is down, it would be categorized as a Sev 1 – Urgent issue.

Horario laboral normal

9:00 AM a 5:00 PM de su hora local en Días Hábiles para la prestación de los Servicios. Los Días Hábiles son los días de operación generalmente aceptados por semana dentro del país donde se prestan los Servicios, excluyendo los días festivos locales observados por Hedgehog.

Interfaz de abstracción de conmutadores

SONiC se basa en la Switch Abstraction Interface (SAI), que define una API estandarizada. Los proveedores de hardware de red pueden utilizarla para desarrollar plataformas de hardware innovadoras capaces de alcanzar grandes velocidades manteniendo la interfaz de programación a ASIC (circuito integrado específico de la aplicación) coherente. Microsoft abrió SAI en 2015. Este enfoque permite a los operadores aprovechar la rápida innovación en silicio, CPU, potencia, densidad de puertos, óptica y velocidad, al tiempo que preservan su inversión en una solución de software unificada en múltiples plataformas.

Cálidas actualizaciones

We provide a seamless process for warm updates, especially in bug fix scenarios. You can upgrade the flawed container with the new code without data plane downtime.