Skip to main content
DE-CIX Escalation Matrix
D
Written by DE-CIX Consulting Team
Updated over a week ago

At DE-CIX, escalation takes place automatically once a problem is known. The escalation of a customer problem is triggered according to the following schedule:

  • 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

If you have any questions regarding the escalation matrix, please do not hesitate to contact us at [email protected].

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

Did this answer your question?