Technical Assistance Center (TAC)
Expert technical support with defined SLAs, rapid response times, and comprehensive troubleshooting for your infrastructure.
TAC services
What We Offer
Our Technical Assistance Center (TAC) provides expert technical support for your infrastructure. With defined SLAs, rapid response times, and deep expertise across networking, SONiC, and cloud platforms, we help you resolve issues quickly and keep your systems running smoothly.
Rapid Response: Defined SLAs with response times based on issue severity, ensuring critical issues are addressed immediately.
Expert Troubleshooting: Deep technical expertise across networking, SONiC, cloud platforms, and infrastructure technologies.
Remote & On-Site Support: Flexible support options including remote diagnostics and on-site assistance when needed.
24/7 Availability: Round-the-clock support for critical infrastructure with dedicated escalation paths.
Root Cause Analysis: Comprehensive investigation to identify root causes and prevent recurrence.
Documentation & Knowledge Base: Access to technical documentation, best practices, and knowledge base articles.
Core Capabilities
Issue resolution, troubleshooting, and escalation.
Issue Resolution
Rapid diagnosis and resolution of technical issues across infrastructure components.
Troubleshooting
Expert troubleshooting for networking, compute, storage, and cloud platform issues.
Performance Optimization
Analysis and optimization of infrastructure performance and resource utilization.
Configuration Support
Guidance on configuration, best practices, and infrastructure design decisions.
Escalation Management
Structured escalation paths for complex issues requiring specialized expertise.
Contact PalC Support
24×7×365 coverage. Support teams are available anytime, anywhere—with distribution and stocking locations worldwide.
Use cases
Where This Is Applied
Networking, SONiC, cloud, and critical systems.
Network Troubleshooting
Expert support for network issues including connectivity, performance, and configuration problems.
SONiC Platform Support
Specialized support for SONiC-based platforms and open networking deployments.
Cloud Infrastructure Support
Support for cloud platform issues, integration challenges, and hybrid infrastructure.
Critical System Support
24/7 support for mission-critical systems with strict uptime and performance requirements.
Support tiers
Support Tiers & SLAs
Defined response times and coverage.
Severity Levels
- • Critical (P1): System down or major service impact – Response: 1 hour
- • High (P2): Significant service degradation – Response: 4 hours
- • Medium (P3): Minor service impact – Response: 8 hours
- • Low (P4): General inquiries – Response: 24 hours
Support Channels
- • Email support with ticket tracking
- • Phone support for critical issues
- • Remote access for diagnostics
- • On-site support when required
Coverage Areas
- • Network infrastructure troubleshooting
- • SONiC and open networking support
- • Cloud platform integration
- • Performance optimization
- • Configuration guidance
Proven outcomes from the field
Deployments across AI fabrics, multi-cloud, automation, and security.
ODM and Other PARTNERS
Trusted by Industry Leaders
Next steps
Need Technical Support?
Contact our Technical Assistance Center for expert support with defined SLAs and rapid response times.
