Print this checklist and use it to verify that you have provided all required information before submitting your trouble ticket. Please provide the information listed in the Basic Ticket Checklist section and the checklist for the affected service.
Basic Ticket Checklist
Please provide all of the following information for each new ticket.
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Issue type (i.e., Latency, Availability, Failure To Connect, etc.) |
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Issue description |
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Occurred at (Date and Time) |
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Possible cause |
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Information on how to reproduce the issue |
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Number of affected customers (approximately) |
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Affected geographical area |
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Sample URLs |
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Status code(s) associated with the issue (if applicable) |
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Screenshots |
Content Delivery Checklist
In addition to the information requested in the Basic Ticket Checklist section above, please provide as much of the following information as possible.
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Mtr or traceroute information from the computer experiencing the issue to:
Prevent hostnames from being truncated when generating a mtr report by passing the -w or --report-wide flag. Packet Loss Run a mtr with at least 100 pings. Complicated packet loss issues may require 1,000 pings. Example: Use one of the following requests to generate a 100 ping TCP mtr to can.0001.transactcdn.com: mtr --report-wide --show-ips --tcp --report --report-cycles 100 can.0001.transactcdn.com
mtr -wbTr -c 100 can.0001.transactcdn.com
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Request/response headers |
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DNS-Related Issue: The results of a dig for the hostname associated with the request experiencing issues. This information is also useful when diagnosing an issue with HTTPS data delivery. |
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Affected region (if known) |
Slow Data Delivery
In addition to the above information, please provide as much of the following information as possible when creating a ticket for slow data delivery.
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Indicate the IP address of the client experiencing suboptimal performance. A computer's IP address can be determined by visiting the following web site: |
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Perform and provide the results of a speed test
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Duration
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Indicate the number of affected customers |
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The results of a waterfall (if available) |
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Indicate how suboptimal performance is being measured. |
Logging/Analytics Checklist
In addition to the information requested in the Basic Ticket Checklist section above, please provide as much of the following information as possible when creating a ticket for an issue with log data or a report.
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The type of data that is missing or malformed |
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The time period during which the issue was detected |
REST API Checklist
In addition to the information requested in the Basic Ticket Checklist section above, please provide as much of the following information as possible when creating a ticket for a REST API issue.
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Describe the request:
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Describe the response:
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More Information
Edgecast CDN