Description
Open2Support is a high-value support service designed specifically for Open Networking environments. It offers fast response times, access to expert engineers, and global service coverage – far beyond what standard manufacturer warranties provide. Whether you’re dealing with hardware failures or software challenges, Open2Support ensures your network stays up and running.
Hardware Support
SmartCare Advanced (Hardware Only)
SmartCare Advanced is designed for organizations that need fast and reliable hardware support, including rapid hardware replacement and responsive assistance in key global regions.
Scope of service:
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Advanced hardware replacement – same business day shipping after RMA approval
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Phone and remote support during business hours (9×5 CE(S)T)
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Available in:
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Europe (including Albania, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,
Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania,
Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom) -
North America (USA, Canada)
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Oceania (Australia, New Zealand)
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Covers physical hardware issues only
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Excludes software troubleshooting or configuration support
Standard Hardware Warranty
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Basic back-to-base coverage
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Typical lead times of 12–16 weeks, depending on the vendor
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Limited to hardware exchange without advanced diagnostics or logistics support
Software Support
SmartCare (9×5 CE(S)T, Monday-Friday, 8:00-17:00)
SmartCare provides reliable software support during business hours, ideal for non-critical environments or labs that require guided troubleshooting and best-practice advice.
Included services:
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Configuration guidance
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Troubleshooting assistance
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Access to patches and software updates
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Bug identification and escalation to vendors
PremiumCare (24×7×365)
PremiumCare is a full-coverage software support plan, designed for production and high-availability environments where response time is critical.
Included services:
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All features of SmartCare
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24×7×365 access to experienced technical engineers
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Critical issue response time: even 30 minutes
Included Tools and Platforms
Both support plans provide access to centralized online tools that improve transparency, speed up issue resolution, and support day-to-day operations:
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Real-Time Case Management System
Track support tickets, view live updates, and manage escalations efficiently -
Software Download Portal
Access operating system updates, firmware, and VM images for test environments -
Knowledge Center
Search configuration examples, automation tools, troubleshooting tips, and integration guidelines
Optional Add-On Services (Available on Request)
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Network assessment and design consulting
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System installation and integration
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Partner and administrator training
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Hardware upgrade and expansion planning
Why Choose Open2Support?
Open2Support goes beyond traditional warranties to deliver the support your business needs. With proven service level commitments, a team of dedicated engineers, and global reach, it helps you:
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Reduce downtime and risk
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Accelerate issue resolution
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Improve operational efficiency
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Maintain service continuity in mission-critical environments
How to Choose the Right Support Option
To select the most suitable support package for your setup, start by choosing your core software components:
– Enterprise SONiC Distribution with Open2Support – Network Operating System (NOS)
– BE Networks Verity with Open2Support – orchestration and automation tool
– Monsoon 2.0 – monitoring and analytics platform
You can then choose the software support plan that fits your environment:
– SmartCare (9×5 CE(S)T, Monday-Friday, 8:00-17:00) – for guided support in non-critical setups
– PremiumCare (24×7×365) – for full-coverage support in production and high-availability environments
If you’re interested in purchasing SmartCare Advanced for your switch or router, please contact our sales team at quotes@stordis.com. We’re here to help you find the best-fit solution for your infrastructure.
Your network is a core business asset. Open2Support protects it – end-to-end.
