Fabric

Support

For round-the-clock support you can contact NL-ix Customer Care via +31 (0)70 3120710 or send an email to our Support Desk via support@nl-ix.net and document your request with relevant technical details. Our normal response time is one working day or less.

 

Our Customer Care and Support Desk are happy to help you with your questions.


Urgent issues

Customer Care is available 24/7 but the technical support “outside office hours” is provided only for Urgent issues.

 

Issues are classified as Urgent if they cause full outage or more then 5% packet loss, other issues are classified as Non Urgent.

 

Procedure for reporting Urgent issues:

  1. Check Announcements on My NL-ix for known issues and/or Planned Maintenance
  2. If neither is applicable call NL-ix Customer Care in order to guarantee rapid action
  3.  If your issue is part of a bigger outage with impact on multiple customers, we will first try to solve the overall problem before calling back individual customers.

Office Hours are Monday's till Friday's from 9.00 till 17.00 hrs Central European Time (excluding public holidays).

 

Please notice the following restrictions for reporting Urgent issues:

New services, which have not officially been brought into production state by NL-ix yet, are not under 24/7 support and inherently all related issues are classified as Non Urgent;
Upgraded or moved services are only under 24/7 support if the upgrade or move takes place in coordination with NL-ix during a planned office hours migration window;
Issues which are the result of customer maintenance, customer equipment failure or patch-cable failure are not (unless specifically contracted otherwise) part of the service and inherently cannot be reported.