Critical
Report service outage
Use for hard down circuits, SLTE alarms, customer-impacting power events, or security incidents requiring immediate triage.
Mission-critical support for colocation and cable landing operations
Data center support built for always-on infrastructure.
Submit incidents, request remote hands, check maintenance notices, and review SLA targets from a single support entry point designed for submarine systems, carrier traffic, and enterprise colocation.
Operations
Request remote hands
Cross-connect checks, reboots, media replacement, visual inspection, rack-and-stack support, and escort services.
Planned work
Schedule maintenance
Submit MOPs, customer change windows, access requests, and maintenance notifications with approval tracking.
Account
Billing and service changes
Power subscription updates, cabinet adds, access list changes, cage modifications, and service order follow-up.
SLA response targets
Customer-facing targets can be adjusted to reflect your actual support policy and Zendesk business rules.
P0 · Critical
Major outage affecting active production services, facility operations, or safety.
Immediate / 15 min
P1 · High
Severe degradation with customer impact and no acceptable workaround.
15 min / 1 hr
P2 · Medium
Partial impairment, maintenance support, or time-sensitive service request.
1 hr / 4 hr
P3 · Standard
Routine service request, documentation question, or non-urgent administrative support.
4 hr / next business day
Live service status
Use this panel for real-time status, maintenance windows, and external status page links.
Facility power
A-feed and B-feed normal
Cooling systems
Environmental conditions normal
Cross-connect services
One path under investigation
Remote hands desk
Normal staffing and dispatch
Popular procedures
Support channels
Emergency hotlineP0 and P1 incidents
Zendesk portalTickets, requests, and updates
Email supportRoutine service requests
Account managerCommercial and planning requests