How to get support for SONiC from Edgecore?

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Introduction

Welcome to the STORDIS Support Portal guide!

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

How to get support for SONiC from Edgecore?

• Support Portal: https://support.edge-core.com/
• E-mail: support@edge-core.com

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

1. Go to the Edgecore Support Portal at https://support.edge-core.com/ and log in to your account, or register a new one if you do not have an account.
2. Click "Submit a Support Ticket". Select the appropriate request form, such as "SONiC Technical Request Form" for technical issues or "SONiC Download Request Form" for OS image requests.
3. Complete the required fields:
   • Your email address
   • SONiC Platform
   • SONiC Software Version
   • Serial Number
   • Hardware Version
   • Subject
   • Severity Level
     Minor - A problem that is cosmetic or minor in nature causing little or no impact to the product or network.
     Major - A problem that causes a noticeable degradation of traffic flow through a network or prevents a feature from being fully utilized.
     Critical - A problem that causes a system crash during normal software operation, causes an overall feature to be unusable or severely degrades the flow of traffic through a network, rendering the network unusable.
     Very Critical - A problem that severely impacts the customer’s business and results in a network outage.
   • Description
4. Click "Submit" to create the ticket. After submission, you will receive a ticket number and confirmation via e-mail. Edgecore support will reach out for next steps or additional information if needed.
5. Track ticket status: You can monitor the status and respond to requests for more details using the "My Tickets" section of the Edgecore support portal.

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 “awaiting your reply”.
• Responding with requested details returns the ticket to “Open”.

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