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|
Support is currently available via email. Select one of the severity levels below to email the NOC.