Check the purchased plan
Protection wording and network policy are plan-specific. Use the live product page and service details as the authority for what is included.
Recognise the symptom
- Record whether the issue is total loss, high latency, packet loss or application-only failure.
- Check whether IPv4, IPv6 or both are affected.
- Compare the affected service with another destination if possible.
During an incident
- Do not repeatedly reboot a healthy server only because external reachability is degraded.
- Preserve timestamps, graphs and flow or packet evidence when available.
- If the service remains reachable through a console, check host load and interface state without exposing credentials.
When reporting an attack
- Provide the affected service or IP.
- Include accurate timestamps and timezone.
- Describe the application or protocol affected.
- Include graphs, packet captures or flow evidence when available.
- Do not expose credentials or private keys in a support ticket.
False positives and recovery
If legitimate traffic appears blocked, provide the exact source, destination, protocol, port and timestamp. After the event, confirm application health and DNS before declaring the service fully recovered.