World-Class Team of SONiC Experts Committed to Your Success
Clear SLA Commitments, Every Severity
From critical outages to configuration guidance, Aviz engineers engage fast with defined response and resolution windows.
Initial Response: 30 min
Availability: 24/7
Time it takes for the Client to engage with Support Services and begin working toward resolution of a Severity 1 issue. Does not start until the Client formally opens a support ticket in the Company's support portal.
Initial Response: 30 min
Availability: 24/7
Time it takes for the Client to engage with Support Services and begin working toward resolution of a Severity 2 issue. Does not start until the Client formally opens a support ticket in the Company's support portal.
Initial Response: 60 min
Availability: 24/7
Time it takes for the Client to engage with Support Services and begin working toward resolution of a Severity 3 issue. Does not start until the Client formally opens a support ticket in the Company's support portal.
24x7 Support SLA Coverage
Precise definitions for each SLA metric so expectations are always clear and measurable.
6 Global Locations Providing 24/7 Coverage
Adding more experts and locations. Our presence spans every key timezone to ensure your network server never waits for support.
Santa Clara, CA
North America
Europe
Asia Pacific
India
Available on Any Channel
GET A QUOTE
Aviz offers flexible support subscriptions tailored to your network scale and deployment complexity. Our subscribers benefit from proactive release updates, certified SONiC configurations, and dedicated engineering resources.
Aviz support subscriptions include coverage for our software and validated network topologies. We test and certify deployments in partnership with leading silicon and hardware vendors.
Tell us more about your project and we'll send you a quote.
Definitions
Response Time
The amount of time between when you open a support ticket and when an Aviz Support Engineer first responds and confirms they are actively working on it.
Severity Level 1
Existing network or environment is down or there is a critical impact to your business operation. You and Aviz will both commit full-time resources to resolve the situation around the clock.
Severity Level 2
Operation of an existing network or environment is severely degraded, or significant aspects of your business are negatively impacted by unacceptable network performance. You and Aviz will both commit full-time resources to restore service to satisfactory levels.
Severity Level 3
Operational performance of the network is impaired, although most business operations remain functional. You and Aviz are both willing to commit resources during standard business hours to restore service to satisfactory levels.
Standard Business Hours
9:00 AM to 5:00 PM local time on Business Days for the performance of Services. Business Days are the generally accepted days of operation within the country where Services are performed, excluding local holidays as observed by Aviz.
SONiC Expertise
Aviz has accumulated 1000+ person-months of hands-on SONiC experience. Our engineers have deep expertise across SONiC architecture, SAI, platform bring-up, feature development, and production operations, making Aviz the most experienced independent SONiC support provider in the industry.
Global Coverage
Aviz operates across 6 global locations, including headquarters, development centers, and support centers across North America, Europe, and Asia Pacific, providing true 24/7 follow-the-sun support coverage.
Support Channels
Aviz support is available across multiple channels including web portal, ticketing system, email, and Slack, ensuring you can reach us however your team works best.
Ready to Get Enterprise SONiC Support?
Talk to our team about flexible support plans tailored to your network scale and business requirements.