Declare and follow up an OVHcloud Connect incident

Objective

If you experience a service degradation or outage on your OVHcloud Connect link, follow this guide to report the incident, provide the right diagnostic information, and track resolution.

Step 1 — Gather diagnostic information

Before contacting support, collect the following information to speed up diagnosis:

Incident triage checklist

Example diagnostic commands

Cisco IOS:

show ip bgp summary
show interfaces GigabitEthernet0/0
show ip route
traceroute 172.16.1.10

Juniper JunOS:

show bgp summary
show interfaces terse
show route
traceroute 172.16.1.10

From a Linux host in OVHcloud:

ping -c 10 10.0.0.1
traceroute 10.0.0.1
mtr -r -c 50 10.0.0.1

Step 2 — Check for known issues

Before opening a ticket, verify whether the issue is already known:

• OVHcloud status page — Check the OVHcloud status and scheduled maintenance pages (accessible from the Control Panel).
• Provider status page — If using a provider (Megaport, Equinix, Console Connect), check their status/maintenance pages.
• Your own monitoring — Confirm the issue is not on your side (local router failure, ISP outage, etc.).

Log in to your OVHcloud Control Panel and go to Network > OVHcloud Connect.

Step 3 — Open a support ticket

1. Go to Support > Create a ticket (or navigate to the support section).
2. Select the category related to Network / OVHcloud Connect.
3. Provide a clear subject line (e.g. "OVHcloud Connect — BGP session down since 14:30 UTC").
4. In the description, include:
   • Your OVHcloud Connect service name/ID
   • Timestamp of the issue (UTC)
   • Symptoms observed
   • Diagnostic outputs (paste BGP summary, interface status, traceroute)
   • Impact on your business (number of users affected, critical services down)
5. Attach any screenshots or log files.
6. Submit the ticket and note the ticket number.

Step 4 — Follow up

Escalation

If the issue is business-critical and you are not getting a timely response:

1. Reference the SLA terms in your contract (see SLAs).
2. Request an escalation through the support portal.
3. Contact your OVHcloud account manager for priority handling.

Step 5 — Post-incident

After the incident is resolved:

1. Request a Root Cause Analysis (RCA) — Ask OVHcloud support for a post-incident report explaining what happened and what measures are being taken to prevent recurrence.
2. Update your runbooks — Document the incident, resolution steps, and lessons learned.
3. Implement mitigations — If the incident revealed a gap (e.g. missing redundancy, inadequate monitoring), plan improvements.
4. Verify SLA compliance — If the incident caused downtime beyond the SLA commitment, you may be eligible for service credits (see SLAs).

Summary: incident response flow

What's next?

• Set up proactive monitoring to detect issues before they impact your users
• Review your SLA commitments

Go further

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