Support — FAQs
Common questions about our services, SLAs, and troubleshooting steps.
General
Q: How do I create a support ticket?
A: Visit Support Ticket, fill in the required details, and our NOC will respond per your SLA.
Q: What are your SLA response times?
A: Response times vary by package. Standard SLAs: Critical incidents — 30 minutes; High — 2 hours; Normal — 8 hours. Contact sales for custom SLAs.
Q: How do I get a public IP assigned?
A: Request public IP blocks during provisioning. We allocate /29 or larger as required and configure VLAN tagging over your access link.
Connectivity
Q: Do you support BGP and static routing?
A: Yes — we support eBGP/iBGP peering for customers who require autonomous routing, and static routing for simpler setups.
Q: How can I improve latency to cloud services?
A: Use our private cloud interconnect (ExpressRoute/Direct Connect) or local breakout in PoPs to reduce hop-count and transit latency.