How to get support for OcNOS?

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Introduction

Welcome to the STORDIS Support Portal guide!

This article explains how to get fast and effective support for your OcNOS solution. All technical assistance is provided directly by IP Infusion. Here you will find contact details, support hours, and a step-by-step description of the ticket creation process.

How to get support for OcNOS?

• Direct support from IP Infusion: All OcNOS users can request help directly from the IP Infusion Technical Assistance Center (TAC).
• Multiple contact channels:
  • Support Portal: https://ipinfusion.atlassian.net/servicedesk/customer/portal/
  • E-mail: IPL-TAC-Global@ipinfusion.com
  • Phone: +1-866-994-1279 (Call Toll Free)
• Support hours: Depending on your support model (Standard or Premium), you have access to different levels of service. Details are provided below.

Support Model Services

Legend: ✓ – Included | X – Excluded 

Step-by-step: How to create a support ticket

1. Log in to the IP Infusion Support Portal using your email and password.
   If your organization needs multiple users to receive ticket updates, provide a mailing list to the IPI Support team.
2. Select the type of issue you want to raise:
   • Enhancement (new feature request)
   • Query (information about IPI Products)
   • Documentation Issue (problems or questions about product documentation)
   • Issue (technical problem with software, hardware, or configuration)
3. Fill in the required fields:
   • Summary: Brief description of the issue
   • Domain: E.g., L3, Multicast, MPLS
   • Protocol: E.g., OSPF, BGP
   • Defect Category: Functionality, Interop, CLI, etc.
   • Severity: Based on service impact (per SLA)
   • Platform: Select as required
   • Operating System: Select as required
   • Tag Build Number and Name: As shown on device
   • Kernel Version: Running on device
   • Description: Full summary including topology, configuration, logs, crash info
   • Attachment: Add supporting logs or files
   • Additional Information: Customer name, email, organization
4. Send to create the ticket.

For a detailed, visual guide to the ticket creation process, see the attached presentation: JSD Usage (2).pptx.

Ticket Status and Management

• After submission, the ticket status will be “waiting for support”.
• Once assigned, the status changes to “Assigned”, then to “Open” when an engineer starts working.
• If more information is needed, the status will be “waiting for customer”.
• Responding with requested details returns the ticket to “Open”.
• Other statuses include “Defect raised”, “Need info from developer”, or “Waiting for vendor” as the case progresses.

You can track all your requests using the “My requests” option in the portal, filter by open/closed, and search by keywords or ticket owner.

Useful links:

How do I know which support level I have (SmartCare, PremiumCare)?

Still have questions? You can find more answers in our full FAQ — just follow the link below.

STORDIS support portal FAQ