Service & Support At Netrouting, our dedication to your success is matched only by our commitment to exceptional service. Experience round-the-clock care with our comprehensive 24/7 support system, encompassing a user-friendly customer portal, versatile API access, and a suite of elite service features designed to provide you with seamless and efficient assistance whenever you need it.
24/7 NoC · 60-min ticket SLA · live chat
Always-On Support and Service Excellence
$ netr support status
ticket-sla 60-minute response, 24/7
chat-availability 24/7/365
phone-eu +31 (0)88-045-4600
phone-us +1-305-705-6983
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
Empower your experience with Netrouting’s extensive library of guides, tutorials, and comprehensive product and API documentation, all conveniently housed in our community hub. Whether you’re seeking quick tips, deep dives into product specifics, or API insights, you’ll find all the resources you need to unlock the full potential 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 tooling for everyone shipping infrastructure as code — from a one-off Terraform run to a full HostBill/WHMCS reseller stack.
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 Twelve standing commitments — the same set, every product, every location, every customer, whether you signed a contract or paid for a server month-to-month. Miss one and you have the right to a service credit applied to your next invoice. Every facility we operate runs on at least N+1 redundant power feeds and cooling loops. A failed UPS, a failed CRAC, a transformer event — none of those should reach your servers. We only use enterprise-grade server hardware — Dell, HPE, Supermicro — selected and burned-in for round-the-clock operation. No consumer-tier components, no white-box gambles, no secondhand inventory. A failed disk, PSU, NIC, RAM module or motherboard is replaced under warranty within the SLA window of the affected SKU — typically one hour during business hours and four hours overnight, on-site at our facilities. No customer-billable parts on covered failures. Edge-Pro SKUs and every tier above ship with dual power supplies wired to A+B feeds by default. A single PSU failure never takes a server offline. Our network is fully redundant from the ToR up — dual ToRs per cabinet, redundant cores, redundant edge routers, and BGP transit diversity across multiple Tier-1 carriers. Edge-Pro SKUs and above ship with dual NIC uplinks to redundant ToRs by default — bonded LACP or active/standby, your choice — so a switch failure or maintenance window never takes a host offline. Edge scrubbing on every IP we route, no upcharge, no traffic-cost surprise after an attack. Multi-Tbps headroom across our edge stays multiples ahead of any single attack we have observed. Network uptime is contractually guaranteed at 99.997%. If we miss the target, you have the right to a service credit — open a ticket within the credit window stated in the contract and we apply it to your next invoice. No legal back-and-forth, no per-incident haggling. Every support ticket gets a human response within one hour, around the clock — phone, ticket, or chat. Hardware-fault triage within 30 minutes during business hours. Every order ships by the next business day on stocked SKUs, or we refund the setup fee in full. Custom builds: hand-quoted ETAs in writing, hit or beat them. Customer panel, REST API, and BMC out-of-band access on every account from day one. Provision, reboot, mount ISOs, watch boot remotely — without paying premium-tier upgrade pricing. No clawbacks, no hidden egress meters, no auto-upgrades on renewal. The price you sign for is the price you pay for the contract term — and our ToS is published in plain language, not buried legalese.
Your customer bill of rights
N+1 power & cooling
Enterprise hardware, built for 24×7
Hardware replacement under warranty
Redundant PSUs on Edge-Pro and above
Redundant edge, core and ToR network
Dual uplinks on Edge-Pro and above
Always-on DDoS protection
Right to credits on SLA violation
1-hour ticket guarantee, 24/7
Rapid Deployment Guarantee
Industry-leading panel + automation stack
Transparent ToS, no surprise egress
Built for production Network engineers, not order takers. Hardware that lasts, support that picks up, infrastructure you can grow into.
Why teams stay with Netrouting
$ netr deploy --ready
200+ teams trust Netrouting for bare metal, cloud, GPU and colocation. Configure a server in minutes — or talk to an engineer for custom builds.
