Support
Issue Severity
Support issues may be initiated by participants or 48 IX operators. The following issue severity matrix conveys 48 IX's internal issue classification methodology.
Participants who initiate a request may expect a response from the 48 IX NOC within the time-frame defined in the 48 IX Response Time column.
For issues initiated by 48 IX, participants are expected to respond within the time-frame defined in the Participant Response Time column.
| Tier | Severity | Estimated Impact | Examples | 48 IX Response Time | Participant Response Time |
|---|---|---|---|---|---|
| P1 | Critical | Impacting all participants | Major equipment failure, bridging loop, DDoS | 1 hour or less | 2 hours or less |
| P2 | Emergency | Impacting 48 IX infrastructure, or one participant | Minor equipment failure, software failure, filtering error | 4 hours or less | 1 business day or less |
| P3 | Important | Non-service-impacting affecting one or more participants | Software bug, port errors, performance degradation | 8 hours or less | 7 business days or less |
| P4 | Request | Requests for information, changes, or new features | Detailed or long-term port statistics, software feature requests | 1 business day or less | 7 business days or less |
Requesting Support
Support is currently available via email. Select one of the severity levels below to email the NOC.