If you experience any service issues or need to report a fault, please follow the procedure below to ensure prompt resolution.

1. Report the Fault

Urgent/Emergency Issues

Phone: +61 2 9006 9626
For any urgent or emergency queries, calling is always better

Non-Urgent Issues

Email: support@edgeix.net
For standard support requests and non-urgent matters

Discord: #support channel at https://edgeix.net/discord/

2. Information Required

To help us resolve your issue quickly, please provide:

• ASN: Your Autonomous System Number
• Peering/Port Location: Specific location of the affected peering or port
• Issue Description: Detailed description of the problem
• Time of Occurrence: When the issue first started
• Error Messages: Any specific error codes or messages
• Service Impact: How this affects your operations
• Contact Information: Best method to reach you for updates
• Troubleshooting Attempted: Any steps you’ve already taken

3. Escalation Process

If your issue requires escalation or you’re not satisfied with the initial response:

• Escalation Email: escalation@edgeix.net
• Duty Manager: +61 2 9006 9626 (ask for duty manager)
• Reference: Always include your original ticket number

4. Status Updates

We will keep you informed throughout the resolution process:

• Regular updates via your preferred contact method
• Workaround solutions when available
• Final resolution confirmation

Need General Support?

For non-urgent inquiries or general questions, please visit our contact page.