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Support Overview

IP Infusion uses a defect reporting/tracking management system from IBM Rational called ClearQuest.

ClearQuest offers process automation, reporting, defect and change tracking, as well as lifecycle traceability for better insight into the Customer Service Requests (CSR).

IP Infusion’s Technical Support department is available to help our customers resolve and troubleshoot specific issues resulting from the use of IP Infusion products on supported platforms. IP Infusion provides comprehensive technical support to customers who have purchased support and maintenance contracts for IP Infusion products, including the customers-only Online Support Web site, regular maintenance releases, and email support.

Our Technical Support

IP Infusion provides world-class support to its many customers around the globe. Our support teams have extremely qualified engineers handling issues reported in our defect tracking system. Our support team has a fully equipped and dedicated lab to effectively reproduce and diagnose issues reported by customers in a timely and highly effective fashion.

Support Hours

IP Infusion’s Support team is strategically located in the US and India to service the needs of customers on around the globe. Our support hours are as follows:

  • Monday through Friday 8 a.m. – 6 p.m. (US Pacific Time)
  • Monday through Friday 9 a.m. – 7 p.m. (China Time)
  • Monday through Friday 8 a.m. – 6 p.m. (Indian Standard Time)
  • Closed on IP Infusion holidays.

IP Infusion Online Support Web Site

IP Infusion’s support Website gives customers an insight into the ZebOS® maintenance branches and their release schedules. It is an excellent source of information for customers. Some of the key features of the support Website include:

  • Technical assistance center with a secure account and password
  • Ability to request technical support, and check the status of your cases, via the Web-based ClearQuest call tracking system
  • Product Documentation
  • Release Notes
  • Support FAQs

Interaction with IP Infusion Support

  • Customers may designate two technical contacts from their organization, who will be in direct communication with IP Infusion Technical Support for all software issues.
  • The preferred way to communicate with our support team is by submitting a Customer Service Request through ClearQuest.
  • Customers can also