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Getting Help from Distil Support

Below is a list of the common types of reports Distil Support receives, organized by severity level. Severity levels are listed only as a guide.  All cases are reviewed and assigned a true severity level based on the specifics of your report.  Being as thorough as possible with your report will ensure that your case is given the correct severity level and priority. 

If you have verified that Distil is causing your site to be down, the first thing to do is to move your site off of Distil.

Sev 1 - Global Impact

My site is down
Required: Domain, screenshot of the error, verification of site availability when bypassing Distil using hosts file testing to origin.

Users are seeing a Distil 504 or Distil 502 error on every page and for all users
See the special support pages for these Distil Error pages for more information.

My site is under a DDoS attack which is impacting site availability
Required: Domain, time of attack start, example IP, country of attack origin.

My site is not rendering properly on Distil
Required: Domain, exact steps to reproduce the issue.

Sev 2 - Localized Impact

Intermittent reports of seeing a Distil 504 or Distil 502 error
See the special support pages for these Distil Error pages for more information.

My site is Performing Slowly and I think it's caused by Distil
Required: Traceroute to your website
Optional: MTR to your website

Sev 3 - Usage and Configuration

A user has reported seeing a Block or CAPTCHA when accessing my site
Required: Domain, Source IP address, Trace information from Block Page.

I need help configuring integration between my CDN and Distil
See this support article for more information and if you still have questions, give us as much detail as possible.

I want to onboard a new domain to Distil and would like help
Onboarding help is available Monday through Friday during normal support hours.

My origin makes decisions based on IP or location of the client and that isn't working 
See this support article for more information about Distil HTTP headers including X-Forwarded-For and if you still have questions, give us as much detail as possible about the problem you are having.

My website monitoring, SEO, or other tool is being blocked by Distil
Required: Domain, screenshot from SEO tool management console, specific details on any errors received, name of the bot that you believe should be whitelisted.

Real user monitoring indicates Distil is making my site slow
Required: Domain, name of RUM tool, waterfall graph from monitoring tool, detailed overview.

Ticket Submission Methods

There are three ways to get help from Distil Support:

  1. Distil Portal
  2. Email
  3. Phone* 

NOTE: Phone support is available with VIP and Gold SLAs.

Submitting Support Requests via the Distil Portal

The best way to submit support requests is via the Distil Portal. Doing so ensures that your request is properly associated to your account and Support SLA. To submit a support request in the Portal, select the Help button in the bottom right of the browser window. The Help button opens a search box which is linked to Distil's knowledge base, allowing you to research existing support articles and guides. Enter a relevant phrase to see results in our knowledge base, or select Contact Us to submit a support request.

Submitting Support Requests via Email

You can submit support requests to Distil by sending an email to support@distilnetworks.com. It is important that you use the same email address that is associated with your Distil Portal login account in order to properly associate the case to your account and Support SLA.

Submitting Support Requests by Phone

Phone support is available for VIP and Gold SLA customers Monday-Friday, 4am to 8pm Eastern US Time, excluding holidays (consult your support agreement or contact your account executive for phone contact information). VIP and Gold SLA customers should still submit urgent requests via the Distil Portal as described above.

Submitting Urgent Requests

For customers with an VIP and Gold SLA, Distil offers 24x7 Support for critical issues (consult your Support SLA for definitions). In order to trigger an escalation between 8pm and 8am Eastern US Time, you must log in to the Distil Portal and submit your support request and mark the request Critical.

 

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