24/7 customer care
Our mission at Netrouting is to make you successful. To accomplish this goal, we are offering 24/7 service to all of our customers. Our 24/7 support is provided by our customer portal (user-friendly), API (versatile) and many extra services that we provide to ensure you have the best possible service 24/7.
24/7 NoC · 60-min ticket SLA · live chat
Active deploys
24/7 support network
Netrouting stands guard around the clock, ensuring you have constant access to our expert support team. With three convenient communication channels, phone, ticket, and chat, we guarantee that help is always just a moment away, no matter where you are or when you need it.
NL: +31 (0)88-045-4600
US: +1-305-705-6983
Email: support@netrouting.com
Customer portal
Eight built-in capabilities that make day-to-day infrastructure operations frictionless.
Financial dashboard
Real-time view of usage, invoices and credits in one place, no more waiting on month-end reports.
Remote reload
OS reinstall, ISO upload and cloud-init configuration in a few clicks, no remote-hands ticket needed.
Remote reboot
Hard reboot via IPMI, soft reboot via the BMC, both surface in the portal with audit logs.
Virtual datacenter
A single dashboard view of every server, VM, IP and cross-connect across all regions.
Energy insight
Per-rack and per-server power-draw telemetry surfaced in the portal so you can model TCO accurately.
Tickets
Open, track and triage every support request in one queue, with role-based visibility for teams.
90-minute SLAs
Hardware-replacement and ticket-response times surfaced live so you always know where your request stands.
Live support
Chat opens directly from the portal, no extra logins, no waiting in queue, real engineers on the other end.
Knowledge base
To get the best experience out of Netrouting we have created a large amount of Guides, Tutorials, full documentation for our Products as well as our API. All the documentation can be found in our Community Hub. In our Community Hub you can find small tips as well as in depth information about our products and our API. All you need to get the most out of our services.
Self-service
Sign in to manage your account, open or escalate tickets, view invoices, run reboots, mount ISOs and grab BMC out-of-band access, all 24/7.
Build with us
REST API, integrations and tools for people creating and deploying infrastructure as code. From a simple service deployment written with Terraform to full end-to-end provisioning of a reseller account in HostBill/WHMCS.
Status & transparency
Live PoP-by-PoP status feed, planned-maintenance windows, and a public incident timeline. Subscribe to per-region notifications.
Reseller program
Dedicated reseller support tier, HostBill/WHMCS integration help, BYOIP/BYOASN onboarding, and white-label rDNS configuration assistance.
The Netrouting Guarantee
The 12 commitments that Netrouting upholds for all their products, locations and customers are exactly the same. Whether you have a server running in one of our locations and you pay on a monthly basis, or you have a server in one of our locations and you have a 3-year contract, the 12 commitments remain the same. And if we fail to meet one of these 12 commitments, you are entitled to a service credit that will be applied to your next invoice.
N+1 power & cooling redundancy in all of our locations. A failure of a single UPS, CRAC units, transformers etc. is not supposed to affect your servers.
We use only the Enterprise Grade hardware, same hardware as Data Centers around the world use. Best quality servers (Dell, HPE, Supermicro) burned in before we start to use them for our customers. No consumer grade hardware, no white box servers, no used servers in our Data Centers.
For servers under warranty, a failed disk, PSU, NIC, RAM module or mother board will be replaced within the SLA defined for the affected SKU (e.g. within 1 hour during business hours and 4 hours after business hours for on-site service) - no charge for customer supplied parts for covered failures.
Servers of the Edge-Pro SKU and above are equipped with 2 redundant PSUs each. Both of the PSUs are connected to the A+B feeds. Therefore a PSU failure does not result in a server failure which can then be used for maintenance.
Our network has full redundancy throughout ToR switches, core, edge routers and even BGP transit network on multiple Tier-1 carriers.
Dual NICs for uplinks on ToRs on Edge-Pro and above servers. These can be bonded (LACP) or active/standby.
Edge scrubbing for all IP addressed at Edge facilities (no additional charge, no upcharge traffic cost after attack occurs). We have multi-Tbps of headroom at the edge so we are multiple times larger than any single observed attack.
We guarantee a 99.997% uptime on our network. In the event that we fail to meet this SLA, we grant you service credits on a per incident basis. These are applied after you have logged the credit in the appropriate section of the contract within the specified time frame. The credit will then be applied to your next invoice. No long winded legal battle or per incident haggling.
Assign human to investigate (phone, ticket, chat) within 1hr of receipt (24/7), and perform hardware fault triage within 30 minutes during business hours.
For stock items, we guarantee that we will ship within one business day. If we fail to meet this commitment in full for any item, then you will receive a full refund for the associated setup fee. For custom items, we guarantee that we will meet the hand-quoted ETAs provided to you for completion of your build.
A fully featured out of the box panel / automation stack. A full API / BMC out of band access (bmc) for full automation and remote management. Provision servers, reboot servers, mount an ISO to test software, remotely log in to watch the boot process and more, all included with no cost for 'premium-tier' upgrades. All access provided on day 1 of opening an account.
We promise no price increases during the term of contract and no hidden egress charges. What you read in the Terms of Service (written in plain English, not as a law suit ready contract) is what you get.
Built for production
We connect you to the Internet using network engineers (and not order takers) and hardware and infrastructure that is built to last, so we can pick up where you left off when you need us.
200+ teams rely on Netrouting for bare metal, cloud, GPU servers and colocation. Easy to order servers within minutes. We also love to design custom servers for you and your business, with our experienced engineers.
Before you go
We hold massive hardware in stock and build everything fully custom to your spec, at sharp, competitive pricing. We deliver almost anywhere, even beyond our own data centers, and we take on any challenge. Tell us what you need.
