Technical Support

For critical network issues such as complete loss of connectivity, route server session failures affecting multiple peers, or switch port failures, contact our emergency escalation team at escalation@maharlikaix.ph for priority response.

For routine technical matters including BGP session configuration, port setup, MRTG graph issues, or general questions, contact noc@maharlikaix.ph during business hours.

For non-urgent matters such as billing questions, new connection requests, or general inquiries, contact operations@maharlikaix.ph.

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Support Escalation Matrix

Level	Contact	Use Case	Response Time
L1 - NOC	noc@maharlikaix.ph	BGP sessions, port issues, route server questions, MRTG graphs	4-8 hours (business hours)
L2 - Operations	operations@maharlikaix.ph	Billing, contracts, new connections, IXP Manager access	1-2 business days
L3 - Engineering	escalation@maharlikaix.ph	Critical outages, route server failures, security incidents	Best effort 24/7

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Technical Support Summary

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Before Contacting Support

• Check the Looking Glass to verify your BGP sessions status
• Review your traffic graphs in IXP Manager
• Verify your router configuration matches our peering guidelines
• Have your ASN, IP addresses, and member details ready