Contacting DE-CIX Customer Service
The DE-CIX customer service team is here to help you in any regard; this could be something you can’t yet do in the customer portal or any other questions or problems you may be having. Just get in touch, we are glad to help!
The different options of contacting us are sumamrized in this article.
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Please note that our main office hours are from Monday to Friday between 08:00 - 22:00 CET/CEST.
Whenever you need assistance outside of these office hours or in case of an emergency, please make sure to always reach out to us via phone - for details see below.
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DE-CIX Ticketing System
Our preferred way of communicating with our customers is through our Jira Service Desk Ticketing System, which was rolled out in November 2020.
With the Jira Service Desk, you can:
create new requests or view existing ones without the need to email or phone us,
share your requests with colleagues to collaborate on them jointly or raise awareness,
get a lot more details about your requests than before,
get a clear picture of your ticket's status,
set the urgency of your requests when opening a new ticket, and
show your satisfaction by rating the DE-CIX Customer Service performance after a case has been resolved. We are looking forward to receiving your feedback!
Please use the same account credentials that you have used to login into the DE-CIX customer portal as well.
Email & Phone
If you prefer sending us emails, you are more than welcome to do so!
Simply reach out to us via support@de-cix.net, which will auto-generate a new ticket on our side.
Global Support | +49-69-1730-902-11 | |
USA | +1-212-796-6914 |
In case of technical reachability issues, please use our fallback number:
+49 (69) 975-343-90
Chat
With the launch of our new customer self-service portal we have also introduced Intercom, which allows customers to jump onto a LIVE chat with our team and get immediate assistance.
To get started - simply click on the chat icon on the bottom right corner of your browser.
Or watch this video explaining features of the chat: