In short: Check the Virgo Networks Network Status page for known incidents and planned maintenance. Open a ticket when the problem is not listed, affects only your service, or you can provide useful new evidence.
Incident, maintenance or local problem?
- Incident: An unplanned event affecting availability or performance.
- Scheduled maintenance: Planned work with a stated window and expected impact.
- Service-specific fault: A problem affecting one account, domain, mailbox or server.
- Local problem: An issue limited to a device, application, access network or configuration.
Check the status page
Open Network Status and compare the affected service and time with any active or scheduled notice. Read the most recent update before opening a duplicate report.
Run a quick scope check
- Test from another device or network.
- Check whether one hostname or every service is affected.
- Record the exact time and error.
- Avoid making unrelated configuration changes during a suspected platform incident.
When to open a ticket
Open one ticket if no relevant notice exists, your service behaves differently from the notice, or the impact is urgent and account-specific. Include the service identifier, test results and timestamp.
Status updates: During a broad incident, the status notice is the best shared timeline. Individual tickets remain useful for customer-specific impact or evidence, but repeated “any update?” messages do not accelerate recovery.
After resolution
Confirm the service works from the affected location, check queued email or jobs, and report any remaining issue with fresh timestamps.
