DE-CIX Network Incident Impact Classification

Antoinette van der Stouwe Updated by Antoinette van der Stouwe

This article introduces Network Incident Impact Classification DE-CIX uses to clasify Incidents which impact Customers Services

 

DE-CIX Network Incident Impact Classification

 

DE-CIX is committed to providing highly available, secure, and reliable interconnection services across its global platform.

While our network is designed with resilience and redundancy to minimize service disruptions, incidents may occasionally occur that affect service availability or performance.

This document explains how DE-CIX classifies network incidents based on their impact and customer impact.

The impact level assigned to an incident determines its priority, the level of operational response, and the frequency of customer communications throughout the incident lifecycle. Our incident classification is designed to provide customers with a clear understanding of the scope and impact of an event while ensuring a consistent and transparent approach to incident management.

The Incident Impact levels are defined as follows:

  • Red (Critical): Widespread or global service disruption with critical customer impact requiring immediate response.
  • Orange (Major): Regional service disruption or severe degradation affecting a significant number of customers.
  • Yellow (Minor): Localized service degradation or limited customer impact with the overall platform remaining operational.

During an active incident, DE-CIX will provide timely status updates via the appropriate communication channels until service is fully restored.

Following significant incidents, a summary of the root cause and corrective actions may be provided where appropriate.

How did we do?

DE-CIX Escalation Matrix

Get in touch