Release Notes
Getting started
DE-CIX Access
Overview and technical specifications
Create a new Access or LAG
Monitor your Access
Delete your Access
GlobePEER
Create your GlobePEER service
Manage your GlobePEER service
Upgrading / downgrading capacity
Change your GlobePEER service's IP
Change your MAC address
Monitor your traffic
Delete your GlobePEER service
Blackholing Services
DirectCLOUD
Overview and Monitoring
Cloud Connections
DirectCLOUD for Microsoft Azure
Create DirectCLOUD Connection for Azure
How to order a DirectCLOUD connection for Azure
Create or upgrade Gateways for your Azure ExpressRoute
Manage your Azure Cloud Connection
Upgrade / downgrade a DirectCLOUD service for Azure
Change DirectCLOUD configurations for Azure
Delete DirectCLOUD configurations for Azure
Monitoring Azure ExpressRoute uptime
Monitor your connection
Delete your Azure Cloud connection
FAQ DirectCLOUD for Microsoft Azure
DirectCLOUD for AWS
Create DirectCLOUD connection for AWS
Manage your DirectCLOUD connection for AWS
Upgrade / downgrade the connection
Change DirectCLOUD configurations for AWS
Delete DirectCLOUD configurations for AWS
Monitoring AWS DirectConnect uptime
Monitor your connection
Delete your AWS Cloud connection
DirectCLOUD for IBM
Create DirectCLOUD connection for IBM
Manage your DirectCLOUD connection for IBM
Upgrade / downgrade a DirectCLOUD service for IBM
Change DirectCLOUD configurations for IBM
Delete DirectCLOUD configurations for IBM
Monitor your connection
Delete your IBM Cloud connection
DirectCLOUD for GCloud
Cloud ROUTER
Overview
Create / Manage your Cloud ROUTER
Create / Manage the configurations
Add a configuration
Upgrade / downgrade a configuration
Change technical specifications of a configuration
Monitor your configurations
Delete a Cloud ROUTER configuration
Monitor and Visibility of Learned Routes and Advertised Routes by API
BGP Ingress and Egress Filters Usage by API
Quick API Reference
VirtualPNI
Create your VirtualPNI
Order and configure your VirtualPNI between two Accesses
Order and configure your VirtualPNI between Access and Cloud ROUTER
Manage your VirtualPNI
Upgrade / Downgrade your VirtualPNI service
Change VirtualPNI configurations
Delete VirtualPNI configurations
Monitor your VirtualPNI
Delete your VirtualPNI service
Colocation
API
Monitor your services
Account administration
Add new users or subcustomers
Manage user roles and permissions
Multi-Factor-Authentification
Retrieving username and reset password
Delete a user
Customer service, Troubleshooting & FAQ
Get in touch with DE-CIX customer service
DE-CIX Escalation Matrix
DE-CIX ticket system: Jira Service Desk
Common error messages and troubleshooting
Glossary
Table of Contents
- All Categories
- Customer service, Troubleshooting & FAQ
- DE-CIX Escalation Matrix
DE-CIX Escalation Matrix
This article provides a short overview about our DE-CIX escalation matrix, including escalation rules, levels and contact information.
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
+49 69 1730 902 11 / +1 212 796 6914 - Fallback number in case the numbers are not reachable: +49 69 975 343 90
Level 2 Escalation
- Level 2 Engineer on duty
+49 69 1730 902 19
Level 3 Escalation
- Manager on duty – Customer Service
Antoinette van der Stouwe +49 69 1730 902 690 - Manager on duty – Infrastructure
Bernhard Hahn +49 171 552 3643
Level 4 Escalation
- Chief Technology Officer
Dr. Thomas King +49 175 1161 428
Download the DE-CIX Escalation Matrix
Customer Service
DE-CIX Customer Service and Technical Support can be reached at:
All | +49-69-1730902-11 (24*7) | |
India | +91-70 4595 1002 | |
Malaysia | +60-3 9212 5961 | |
Singapore | +65-3158 6792 | |
US | +1-212-796-6914 | |
Dubai | +971 44524666 |
