Incident response & the 24/7 hotline

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.