Network Runbooks

Cross-connect testing

Cross-connect testing Cross-connects should be tested before production traffic moves. Steps 1. Confirm LOA/CFA and endpoints. 2. Verify light levels or link status. 3. Test VLAN and routing. 4. Record acceptance results. Useful information to include - Circuit ID - Port IDs - Test result Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Packet loss investigation

Packet loss investigation Packet loss needs tests from both sides and a clear time window. Steps 1. Run ping and traceroute from multiple locations. 2. Check interface errors and bandwidth use. 3. Identify whether loss is inside server, rack, facility, or upstream. 4. Escalate with evidence. Useful information to include - Source and destination - MTR output - Interface counters Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

BGP session down

BGP session down BGP failures affect reachability and should be handled carefully. Steps 1. Check peer IP reachability. 2. Confirm ASN, password, and prefix policy. 3. Review recent route or filter changes. 4. Coordinate recovery with NOC. Useful information to include - ASN - Peer IP - Prefixes - Logs Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

Bandwidth upgrade request

Bandwidth upgrade request Bandwidth upgrades need commercial and operational approval. Steps 1. Confirm current commit and target capacity. 2. Check port speed and hardware support. 3. Approve pricing or contract change. 4. Schedule implementation and validation. Useful information to include - Current usage - Target bandwidth - Port speed Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.

DDoS on dedicated service

DDoS on dedicated service Dedicated services can require mitigation, filtering, or route changes during DDoS. Steps 1. Identify attacked IPs and symptoms. 2. Collect traffic graphs and samples. 3. Apply filtering or upstream mitigation. 4. Keep customer updated until stable. Useful information to include - Affected IPs - Traffic profile - Impact Escalation Contact Metal on Cloud support when the issue affects production, requires privileged access, involves billing, or needs a formal incident record.