Service Level Agreement

Hedgehog offers a simple subscription agreement for software updates and support.  The Hedgehog team are some of the best network engineers on the planet.  We all work really hard to ensure that all our users have a great customer experience.  
Sev 1

1 hour response

Available 24/7

If your network is down or there is a critical impact to your business operation, Hedgehog will commit full-time resources day and night to resolve the situation.

Sev 2

24 hour response

Available 24/5

If your network is severely degraded and it impact your business, Hedgehog will commit full-time resources during standard business hours to get your network back to high performance. 

Sev 3

15 day response

Available 9/5

If your network isn't tuned up to peak performance so your business remains functional, Hedgehog will help you optimize your configuration for maximum effective bandwidth and minimal latency.

 

Certified 100GbE Switches

Hedgehog continuously tests and supports these devices with our partners for use as leaf or spine switches in a clos or collapsed core topology.  

Supermicro SSE-C4632SB

  • Capacity: 6.4Tbps

  • Ports: 32 x 100Gbps QSFP28

  • ASIC: Broadcom Trident3-X7

supermicro-SSE-C4632SB_front

Celestica DS3000

  • Capacity: 3.2Tbps

  • Ports: 32 x 100Gbps QSFP28

  • ASIC: Broadcom Trident3-X7

Celestica-DS3000

Dell PowerSwitch S5232F-ON

  • Capacity: 3.2Tbps

  • Ports: 32 x 100Gbps QSFP28

  • ASIC: Broadcom Trident3-X7

Dell S5232F-ON

Edgecore DCS204 (AS7726-32X)

  • Capacity: 3.2Tbps

  • Ports: 32 x 100Gbps QSFP28

  • ASIC: Broadcom Trident3-X7

edgecore-dcs204-as7726-32x

Certified 25GbE Switches

Hedgehog continuously tests and supports these devices with our partners for use as leaf switches in a clos or collapsed core topology. 

Celestica DS2000

  • Capacity: 2Tbps

  • Ports:  48 x 25Gbps SFP28 + 8 x 100Gbps QSFP28

  • ASIC: Broadcom Trident3-X7

Celestica-DS2000

Dell PowerSwitch S5248F-ON

  • Capacity: 2Tbps

  • Ports: 48 x 25Gbps SFP28 + 2xQSFP28-DD + 4xQSFP28

  • ASIC: Broadcom Trident3-X7

Dell S5248F-ON

Edgecore DCS203 (AS7326-56X)

  • Capacity: 2Tbps
  • Ports: 48 x 25Gbps SFP28 + 8 x 100Gbps QSFP28
  • ASIC: Broadcom Trident3-X7
edgecore-dcs203-front

Certified POE Edge Switches

Hedgehog continuously tests and supports these devices with our partners for use as power over ethernet (POE) access switches for IoT devices collecting AI inference data at the edge

Edgecore EPS203 (AS4630-54NPE)

  • Capacity: 510Gbps
  • Ports:  36 x 2.5Gbps RJ45 + 12 x 10Gbps RJ45 + 4 x 25Gbps SF28 + 2 x 100Gbps QSFP28
  • ASIC: Broadcom Trident3-X3
edgecore-eps-203-front

Get a quote

Hedgehog offers 3 year and 5 year software subscriptions priced by the number of nodes in your cloud network.  We drop software releases every month.  Our subscribers prioritize requirements in each release. 

Hedgehog software subscriptions include support for our software and certified devices.  We test, certify, and secure Hedgehog for deployment on certified devices and topologies.  We test and support devices in partnership with silicon vendors like NVIDIA and Broadcom, and hardware manufacturers like Supermicro, Celestica, Dell, and Edgecore.

Tell us more about your project and we'll send you a quote.  

Definitions

Device Certification

Hedgehog warrants our software to operate on certified devices via our software subscription.  Device certification is required for a new combination of switch, optical transceivers and cable.  If you want to deploy Hedgehog Open Network Fabric on a device not currently on our certified device list, you may request certification.  Certification typically takes 1-2 months following receipt of test equipment in our lab.  

Feature Certification

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

Node

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.

Open Source

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 code added or modified during Device Certification to the open source community.

Response Time

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.

Severity Level 1

Existing network or environment is down or there is a critical impact to your business operation. You and Hedgehog both will commit full-time resources to resolve the situation.

Severity Level 2

Operation of an existing network or environment is severely degraded or significant aspects of your business operation are negatively impacted by unacceptable network or environment performance. You and Hedgehog both will commit full-time resources during standard business hours to restore the service to satisfactory levels.

Severity Level 3

Operational performance of the network or environment is impaired, although most business operations remain functional. You and Hedgehog both are willing to commit resources during standard business hours to restore service to satisfactory levels.

Severity Level 4

Information is required on Hedgehog product capabilities, installation, or configuration. There is little or no impact to your business operation. You and Hedgehog both are willing to provide resources during standard business hours to provide information or assistance as requested.

Silicon Vendor

SONiC and SAI have gained wide industry support. Most major network chip vendors are supporting SAI on their flagship ASICs.  Hedgehog partners with Broadcom and NVIDIA for SAI support and device certification.  Hedgehog may partner with additional silicon vendors upon customer request. 

Standard Business Hours

9:00 AM to 5:00 PM on your local time on Business Days for the performance of Services. Business Days are the generally accepted days of operation per week within the country where the Services are performed, excluding local holidays as observed by Hedgehog.

Switch Abstraction Interface

SONiC is built on the Switch Abstraction Interface (SAI), which defines a standardized API. Network hardware vendors can use it to develop innovative hardware platforms that can achieve great speeds while keeping the programming interface to ASIC (application-specific integrated circuit) consistent. Microsoft open sourced SAI in 2015. This approach enables operators to take advantage of the rapid innovation in silicon, CPU, power, port density, optics, and speed, while preserving their investment in one unified software solution across multiple platforms.

Switch Vendor

Hedgehog partners with Celestica, Cisco, Dell, Edgecore, NVIDIA, and Supermicro to test, certify and support their switches.  Switch vendors provide tier 3 software support through Hedgehog. 

Warm Updates

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.