Incident response & the 24/7 hotline
How to reach us during an incident and what to expect.
Infrastructure runs around the clock, so support does too. For urgent, service-affecting issues use the 24/7 incident hotline; for everything else, open a ticket from the control panel.
When to call the hotline
- A production service is down or degraded.
- A suspected route hijack or security incident.
- Anything time-critical that can't wait for a ticket.
What to have ready
- Your account or service identifier.
- A short description of the impact and when it started.
- Any relevant prefixes, ASNs, or error messages.
After an incident
Significant incidents get a written follow-up on the status page with root cause and remediation.