Participants may expect a response for problem report from the CXC Team within the time-frame defined in the CXC Team Response Time column.
For issues initiated by CXC participants, participants are expected to respond within the time-frame defined in the Participant Response Time column.
| Tier | Severity | Estimated Impact | Examples | CXC Team Response Time | Participants Response Time |
|---|---|---|---|---|---|
| P1 | Critical | Impacting all participants | Major equipment failure, bridging loop, DDoS | 3 hours or less | 4 hours or less |
| P2 | Emergency | Impacting CXC infrastructure, or one participant | Minor equipment failure, software failure, filtering error | 8 hours or less | 1 business day or less |
| P3 | Important | Non-service-impacting affecting one or more participants | Software bug, port errors, performance degradation | 1 business day or less | 2 business days or less |
If your port is directly connected to the CXC switch, please email the problem report to ops@cloudxchange.id
If your port is shared with other participants or connected through the Carrier Provider switch, please contact your partner or Carrier Provider for first level resolution.
The CXC route server doesn't handle layer 3 forwarding, all network prefixes in the exchange network are directly NEXT_HOP to participants, please contact your destination participants if you have a problem with Layer 3 routing. The CXC Team will help to communicate between participants or give their contact information.
Other problem report is currently available via email, please email problem report to ops@cloudxchange.id
