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DE-CIX Escalation Matrix

Joseph Thorwest Updated by Joseph Thorwest

This article provides a short overview about our DE-CIX escalation matrix, including the escalation rules.

Escalation levels

At DE-CIX, escalation takes place automatically once a problem is known. The following schedule explains the triggering rules of a customer problem:

  • Level 1: immediately
  • Level 2: after 4h
  • Level 3: after 12h
  • Level 4: after 48h

Level 1 Escalation
  • Engineer on duty

Level 2 Escalation
  • Level 2 Engineer on duty
Level 3 Escalation
  • Manager on duty – Customer Service
  • Manager on duty – Infrastructure
Level 4 Escalation
  • Chief Technology Officer

 

If you have any questions regarding the escalation matrix, please do not hesitate to contact us at support@de-cix.net.

Customer Service

DE-CIX Customer Service and Technical Support can be reached at:

All

support@de-cix.net

+49-69-1730902-11 (24*7)

Dubai

support@uae-ix.net

+971-4452-4666

India

techsupport@de-cix.in

+91-70-4595-1002

Indonesia

support@de-cix.net

+62-21-3970-1010

Malaysia

support@de-cix.my

+60-3-9212-5961

Singapore

support@de-cix.my

+65-3158-6792

US

support@de-cix.net

+1-212-796-6914

For a more detailed overview of our customer service, click here.

How did we do?

DE-CIX ticket system: Jira Service Managenement

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