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 6914Fallback 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 690Manager 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 |