# World-Class Team of Aviz Experts Committed to Your Success

Aviz offers 24x7 support for SONiC-based network deployments, ONES, DNO (APB and ASN), and Network Copilot deployments. World-Class Team of Aviz Experts Committed to Your Success, we work around the clock across four global locations to ensure every customer has a seamless, high-performance network experience.

## Clear SLA Commitments, Every Severity

From critical outages to configuration guidance, Aviz engineers engage fast with defined response and resolution windows.

### Severity 1 : Catastrophic
#### Initial Response: 15 min  Availability: 24/7
- Production network infrastructure systems are down or not functioning.
- Resolution Time – Resolution or an acceptable mitigating action: 1 hour

### Severity 2 : High-Impact
#### Initial Response: 1 hr  Availability: 24/7
- Operation disrupted although there is capacity to remain productive and maintain necessary network operations.
- Resolution Time – Resolution or an acceptable mitigating action: 4 hours

### Severity 3 : Medium-to-Low Impact
#### Initial Response: 4 hr  Availability: 24/7
- Partial non-critical functionality loss. Impairs some operations but allows the system to continue to function. Existing Workaround in place to circumvent or prevent by end user.
- Resolution Time – Resolution or an acceptable mitigating action: 72 hours

### Severity 4 : General Usage Questions
#### Initial Response: 24 hours  Availability: 24/7
- Recommendations for future product enhancements or modifications, as well as calls passed to Aviz for informational purposes. There is no impact on product quality, performance, or functionality.
- Resolution Time – Resolution: 72 hours

## 24x7 Support SLA Coverage

Precise definitions for each SLA metric so expectations are always clear and measurable.

## 4 Global Locations Providing 24/7 Coverage

- **Headquarters**: Santa Clara, CA
- **Development Center**: North America
- **Support Center**: Asia Pacific
- **Development Center**: India

## Available on Any Channel

- Web Portal
- Ticketing System
- Email

## 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.

## Definitions

### 01 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.

### 02 Severity Level 1: Catastrophic
Production network infrastructure systems are down or not functioning.

### 03 Severity Level 2: High-Impact
Operation disrupted although there is capacity to remain productive and maintain necessary network operations.

### 04 Severity Level 3: Medium-to-Low Impact
Partial non-critical functionality loss. Impairs some operations but allows the system to continue to function. Existing Workaround in place to circumvent or prevent by end user.

### 05 Severity Level 4: General Usage Questions
Recommendations for future product enhancements or modifications, as well as calls passed to Aviz for informational purposes. There is no impact on product quality, performance, or functionality.

### 06 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.

### 07 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.

### 08 Global Coverage
Aviz operates across four global locations, including headquarters, development centers, and support centers across North America and Asia Pacific, providing true 24/7 follow-the-sun support coverage.

### 09 Support Channels
Aviz support is available across multiple channels including web portal and email, ensuring you can reach us however your team works best.