Reliable Support Throughout Your Network Journey
From deployment and integration to troubleshooting and ongoing optimization, IPLOOK provides responsive technical support to help keep your telecom network stable, secure, and ready to scale.
Every Network Project Has a Journey
From the first discussion to long-term operation, we work with you at every stage of the network lifecycle.
Plan
Understand your business goals and requirements
Design
Build the right network architecture and solution
Integrate
Connect with RAN, IMS, OSS/BSS and other systems
Deploy
Install, configure, test and commission the network
Train
Transfer knowledge to your technical team
Operate
Ensure stable operation and provide support
Scale
Expand capacity, add new services and optimize
Understand Your
Network Goals
We start by understanding your business model, coverage requirements and growth plans, and assess your current environment to design the best approach for your network.
- Business model & use cases
- Coverage and capacity requirements
- Subscriber and service expectations
- Deployment environment
- Long-term growth plan
Build the Right
Network Architecture
We design a flexible and scalable architecture based on your network requirements, whether it's 5GC, EPC, IMS, MVNO or a private network.
- 5GC / EPC / IMS
- UPF / SMF / AMF and other core functions
- Scalability and high availability
- Security and compliance
Connect the Network Ecosystem
We ensure smooth integration with RAN, IMS, OSS/BSS, billing and other systems, so your network works as a whole.
- Interface configuration and routing
- Subscriber data and policy control
- Interconnection with external systems
- End-to-end testing
Turn Architecture Into a Working Network
Our team helps you with on-site deployment, configuration, integration, testing and commissioning to ensure a smooth and efficient go-live.
- Configuration and integration
- Testing and troubleshooting
- Performance optimization
- Commissioning and go-live
Ready for Production
Our team helps you with on-site deployment, configuration, integration, and makes sure your team can operate live.
Network Validation
Connectivity, mobility, service validation
Production Readiness
Configuration and deployment checks
Knowledge Transfer
Documentation and training
Go-Live Support
Technical assistance during launch
Support After Your
Network Goes Live
Our technical support team is here to help you keep your network running smoothly and solve issues quickly.
Technical Support
Troubleshooting and technical assistance
Issue Escalation
Escalate complex issues to relevant teams
Documentation
Guides, FAQs, and knowledge base
Our Support Services
IPLOOK offers comprehensive technical support and value-added services to keep your network running at its best.
Technical Support
Expert assistance for product and network issues
Troubleshooting
Fast and effective problem resolution
Software Support
Patches, upgrades and compatibility
On-site Support
Field engineers for complex issues
Network Optimization
Performance tuning and best practices
Training
Technical training and knowledge transfer
Maintenance
Proactive and preventive maintenance
Technical Support Process
A clear and efficient process to resolve your issues.
Analysis
Check product, version, environment, logs, config, error messages
Troubleshooting
Remote diagnosis and solution
Escalation
Support → Product Team → R&D
Resolution
Configuration, fix, upgrade or workaround
Verification
Confirm the issue is resolved
Closure
Document and follow up
Support Priority Levels
We classify issues by severity to ensure the right response time.
Critical
- Network outage
- Major service interruption
- Critical signaling failure
Major
- Partial service degradation
- Performance issues
- Feature malfunction
Minor
- Configuration questions
- Documentation requests
- General inquiries
SLA Options
Flexible service levels to meet your business needs.
Operation and Maintenance Scheme
- IPLOOK Product Support Services offers CT Foundation Service that performs continuous and reliable maintenance based on the Service Level Agreements (SLAs) you choose.
- IPLOOK CT Foundation Service provides a flexible service offering portfolio. This includes Onsite service to help you maintain a more efficient and stable network environment and improve network productivity. The Basic Service is provided as a collaborative solution for your maintenance team or certified IPLOOK partners to support them in maintaining a more efficient and stable network environment and improving network productivity.
|
Service offerings |
IPLOOK CT Foundation Service | |||
|---|---|---|---|---|
| Basic Service | Advanced Service | |||
| 9x5xNBD | 24x7x4 | 9x5xNBD | 24x7x4 | |
|
Technical Support Center (TSC) support (E-mail & Hotline) |
24x7 | 24x7 | 24x7 | 24x7 |
|
Advanced Hardware Replacement |
9x5xNBD-Ship | 24x7x4 Hour - Arrive |
9x5xNBD-Ship | 24x7x4 Hour - Arrive |
| Onsite Support | / | / | 9x5xNBD-Ship | 24x7x4 Hour - Arrive |
| Software Support | YES | YES | YES | YES |
Expert Training & Deployment Support
Get the knowledge and hands-on support you need to deploy and operate your network with confidence.
Our technical experts provide training across the entire deployment lifecycle—from product introduction and installation to commissioning and maintenance, either on-site or at our dedicated training center.
What technical support does IPLOOK provide?
IPLOOK provides technical support throughout the mobile network lifecycle, from deployment and commissioning to operation, troubleshooting, maintenance, and network evolution. Support may include remote technical assistance, issue analysis, configuration guidance, software support, and on-site services depending on the customer's service agreement.
Does IPLOOK provide 24/7 technical support?
IPLOOK provides 24/7 support coverage under applicable service levels and SLAs. The specific response time, escalation process, and service scope depend on the support plan selected for the customer's network.
Does IPLOOK provide on-site technical support?
Yes. IPLOOK can provide on-site technical support for applicable projects and service agreements. On-site services may cover network deployment, commissioning, troubleshooting, maintenance, and other technical activities based on the customer's requirements.
What SLA options are available for IPLOOK support services?
IPLOOK offers different support service levels to meet different operational requirements. Available options may include 9x5 Next Business Day (NBD) and 24x7x4 support. The exact response time, service coverage, escalation process, and other conditions are defined in the applicable SLA and service agreement.
Does IPLOOK provide software updates and network maintenance?
Yes. IPLOOK provides software support and maintenance services for supported products and deployments. Depending on the applicable service agreement, maintenance may include software updates, issue troubleshooting, configuration assistance, and technical guidance to help maintain network stability and operational continuity.
Does IPLOOK provide technical training after network deployment?
Yes. IPLOOK provides technical training to help customer teams understand, operate, and maintain their mobile core network. Training can cover product functions, network architecture, installation, commissioning, operation, and maintenance, and can be delivered remotely, on-site, or through an IPLOOK training facility depending on the project requirements.
Can IPLOOK support an existing mobile core network?
Yes. IPLOOK can provide technical assistance for existing mobile core network environments, subject to the applicable support scope. The technical team can review the customer's network architecture, deployed products, integration environment, and specific operational issues to determine the appropriate support approach.
How can I request technical support from IPLOOK?
Customers can contact IPLOOK via Email, WhatsApp, or submit a support inquiry through the website. When requesting assistance, providing the affected product or network function, issue description, deployment environment, configuration information, and relevant logs can help the technical team analyze the issue more efficiently.
