---
title: "'Declare and follow up an OVHcloud Connect incident'"
description: "'Find out how to report an OVHcloud Connect incident, provide diagnostic information, and track resolution'"
url: https://docs.ovhcloud.com/es/guides/network/ovhcloud-connect/incident-followup
lang: es
lastUpdated: 2026-06-16
---
# 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

| Information          | How to collect it                                                      |
| -------------------- | ---------------------------------------------------------------------- |
| **Timestamp (UTC)**  | Note exactly when the issue started and its duration                   |
| **Affected service** | OVHcloud Connect service name/ID, PoP, VLAN ID                         |
| **Symptoms**         | Link down, BGP session drop, packet loss, high latency, etc.           |
| **Interface status** | `show interfaces` (Cisco) or `show interfaces terse` (Juniper)         |
| **BGP status**       | `show ip bgp summary` (Cisco) or `show bgp summary` (Juniper)          |
| **Traceroute**       | Run from your side to an OVHcloud resource, and vice versa             |
| **MTR output**       | If available, run `mtr` for a combined ping + traceroute with loss %   |
| **Recent changes**   | Any configuration changes, maintenance, or updates before the incident |

### Example diagnostic commands

**Cisco IOS:**

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

**Juniper JunOS:**

```bash
show bgp summary
show interfaces terse
show route
traceroute 172.16.1.10
```

**From a Linux host in OVHcloud:**

```bash
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 <code className="action">Support</code> > <code className="action">Create a ticket</code> (or navigate to the support section).
2. Select the category related to <code className="action">Network</code> / <code className="action">OVHcloud Connect</code>.
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**.

:::tip
**Tip:** The more detailed your initial report, the faster the support team can diagnose the issue.
:::

## Step 4 — Follow up

| Action                  | When                                                                  |
| ----------------------- | --------------------------------------------------------------------- |
| **Check ticket status** | Regularly, through the OVHcloud Control Panel                         |
| **Respond to requests** | If support asks for additional information, provide it promptly       |
| **Escalate if needed**  | For critical business impact, request priority handling or escalation |
| **Keep a chronology**   | Maintain a timeline of events, communications, and status changes     |

### 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](/es/guides/network/ovhcloud-connect/slas.md)).
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](/es/guides/network/ovhcloud-connect/slas.md)).

## Summary: incident response flow

![Summary: incident response flow](/images/network/ovhcloud-connect/incident-followup/fig-1.svg)
## What's next?

- Set up proactive [monitoring](/es/guides/network/ovhcloud-connect/monitor.md) to detect issues before they impact your users
- Review your [SLA](/es/guides/network/ovhcloud-connect/slas.md) commitments

## Go further

For training or technical assistance implementing our solutions, contact your sales representative or visit our [Professional Services](https://www.ovhcloud.com/es-es/professional-services/) page to request a quote and have your project analyzed by our experts.

Join our [community of users](https://community.ovhcloud.com/).