Technical support

Our L2 / L3 engineering team helps with connectivity, routing and service issues. Please include the location, time and any observations so we can investigate with you.

Open a ticket Emergency →

Illustration of a technical support engineer reviewing issue details at a work desk. — Illustrated work scene · not a staff photo

RESPONSE

P1Outage<15m

P2Major<30m

P3Partial<2h

P4General<4h

Noc operation

Network operations & support

Teams in Tokyo and Taipei work in shifts on BGP monitoring, Flowspec deployment and incident analysis, following through on service issues.

FIG.15 / NOC · OPERATIONS

Illustration of NOC engineers reviewing monitoring information and incident response records. — Illustrated work scene · not a staff photo

NOC and network engineering collaboration

From an alert to engineers working together.

Observe
Monitoring and alerts
Investigate
Routing, traffic and runbooks
Coordinate
Engineering response and incident communication

Request types

How we can help

URGENT · 24×7

Incident / outage

Include: affected service, timestamp, src/dst, traceroute, BGP session state.

REMOTE HANDS

Remote hands

Include: DC/rack, device size, task list, preferred time, contact.

CHANGE WINDOW

Change window

Schedule windows in advance. Provide acceptance steps and rollback plan.

Response sla

Response times

SEV

TYPE

RESPONSE

RESOLVE

Service outage

< 15 min

< 5 h

Major impact

< 30 min

< 12 h

Partial impact

< 2 h

< 24 h

General / change

< 4 h

< 5 d

Contact

Get in touch

Tell us your scenario — location, bandwidth, SLA, timeline — we will respond within one business day. For urgent outages, email directly.

[email protected]

Taipei / Hong Kong / Singapore

OFFICES