Support Terms

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.

Service Level Agreement

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.

Definitions

Device Certification

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.

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 all 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 Levels

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.

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.

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.