Teknotel Ticketing Guide¶

This page explains how Appcircle team members should use the Teknotel ticket system for infrastructure and datacenter-related requests.

Access¶

Teknotel ticket portal:

https://id.teknotel.com/

When to open a Teknotel ticket¶

Planned maintenance / infrastructure updates¶

Teknotel opens tickets to announce planned maintenance affecting network or datacenter infrastructure. These announcements usually include:

maintenance window
expected downtime / impact
purpose of the work

Action for us - Follow the announcement. - Open a ticket only if: - the impact lasts longer than announced, or - we need extra clarification (scope, affected IP ranges, services, etc.).

Cabinet & hardware operations (remote hands)¶

Open a ticket when a physical action is required in Telehouse Istanbul (or the relevant facility), such as:

adding/removing devices from the cabinet (e.g., Mac minis)
rebooting a server
changing a PDU port / power cabling checks
any on-site “remote hands” activity

Include in the ticket - device model + serial number - rack / cabinet and U location - IP address (if applicable) - what exactly should be done (add/remove/reboot/move/recable) - if required: access credentials or remote access method (share securely per internal policy)

VPN, firewall, and security topics¶

Open a ticket for:

creating a new IPSec Site-to-Site (S2S) VPN account
adding new IPs to an existing VPN
expanding an IP range included in the VPN
firewall rule changes that must be applied by Teknotel
firewall panel access problems (wrong port/URL, login access issues)

Include in the ticket - requested VPN type (IPSec S2S) - local/remote network details (subnets, peer IPs) - IPs/ranges to be added - what changed recently (if relevant) - test results (ping/traceroute/curl) and timestamps

IP / host problems (IP conflict, router connectivity)¶

Open a ticket if:

a host cannot reach the router/gateway via its IP
the host does not respond to ping
there is an IP conflict (another device appears to be using the same IP)
you suspect L2/L3 issues (MAC table, switch port, routing)

Teknotel may: - check MAC tables / port visibility - perform physical checks in the datacenter - reboot the device (if requested/approved) - run connectivity tests

Include in the ticket - affected IP(s) - device physical details (model, serial, rack/U, PDU/port if known) - when the issue started - steps already tried + test outputs

Product activation / service changes¶

Teknotel may open informational tickets when:

a new IP block is added to the subscription
T-Access capacity is upgraded
service details change (subnet, gateway, usable range)

Action for us - record the provided values (subnet, gateway, usable IP range) - reply on the ticket only if clarification is needed or something does not match our configuration

IPSec VPN onboarding + host configuration checks¶

When requesting a new IPSec VPN, Teknotel may require a form. Correct values are critical:

IP / subnet / gateway
peer endpoint details
included networks

If the tunnel cannot be established and we believe our firewall side is correct, open a ticket and ask Teknotel to validate their side.

Teknotel may point out common root causes: - incorrect IP/subnet/gateway values - host-level firewall rules - incorrect routing configuration on our hosts

General recommendations¶

Always provide detailed context:
- date/time (with timezone)
- impacted systems, IPs, and environments
- expected vs observed behavior
- test outputs (ping/traceroute/mtr/curl) and logs if available
Be explicit about the requested action:
- add/remove device, reboot, update VPN, enable access, etc.
Validate internally first:
- If the issue is purely application-level (software bug, host firewall misconfig owned by us), Teknotel will not be able to resolve it.
- For network infrastructure, datacenter physical operations, or provider-managed firewall/VPN, opening a Teknotel ticket is the fastest path to resolution.