Contact

The main contact address for SixXS is info@sixxs.net, which is the sole email address one should use to contact SixXS. Non-English, impolite, clueless, UCE and HTML email gets discarded automatically. The official language used is English, due to archiving issues and the international effort put into SixXS.

In case you are having issues with our services, don't hesitate to contact us. But please follow the guidelines given below as it makes it so much easier to resolve problems. Reading the below text can most likely solve most of your issues already.

When you do not adhere to these simple guidelines, don't be surprised if you get pointed to this page.

We ask you to respect the following when contacting us:

• Use correct English, with decent interpunction and at most 78 characters per line.
• Don't send HTML email, only send plain text messages.
• Always state at least a descriptive subject, your full name and if available your NIC handle.
• Write a proper message, thus including a salutation, core section and greeting with your real name.
• Explain your problem or question in detail by reading and using the Reporting Problems section.
• Use your complete real name in both the message and the from address, thus configure your mail client correctly.
• When replying please adhere to Inline Replying & Netiquette Guidelines.
• Don't email big attachments, messages over 150kb get automatically discarded.
  Using webspace for storing imagery and logs is recommended.
• If you must send screenshots please send only PNGs, JPGs or GIFs, do not send BMPs.
• PGP sign email if possible (RFC3156).
• All email, except when targeted to the abuse@ address, is virus and spam-scanned and rejected during SMTP-DATA using ClamAV and SpamAssassin.

Didn't get a reply? Remember that patience is a virtue. If you uphold to the above rules then just wait a few days. There is also quite a lot happening behind the scenes and we actually also still have real work to do which gets priority. Resending the message doesn't make the message come through quicker, it will only cause the pile of emails to answer become longer and thus a reply to be delayed further. Also note that you might receive responses from multiple members of the staff and that all the staff members read your messages, thus when addressing, address the staff and not a individual staff member.

Feedback

As we strive to make the SixXS service available and useable for everybody, we are always interrested in feedback. Thus if you encounter something which is not clear, too difficult, requires explanation or could be done better or in a different way which would improve the experience for the users, then do not hesitate to describe the problem and email it to our contact address. One can of course also discuss this in the Forum's "What can be done better" thread.

Abuse

Abuse and related messages should be sent directly to abuse@sixxs.net. SixXS has an Incident Response Team, as registered in the RIPE database with the IRT-SIXXS handle. Also see our Abuse FAQ and the above contact information. In case of reporting SPAM/UCE/Viruses, either attach them in a ZIP file or PGP encrypt your message. SixXS managed prefixes can be found in whois and in our own PoP Prefix List. IPv4 endpoint information of all tunnels can be found by quering whois.sixxs.net for the IPv6 address.

Reporting problems / Checklist

When describing a problem, either to the Staff in an email to the above address, or with a post in the Forum or in the Ticket System, please provide the following information where available and use it as a checklist to figure out where your problem might be, without it helping you resolv your problem becomes pretty much impossible, but with these details it becomes much easier, thus provide as much information as possible:

As stated below, we are not a helpdesk, but we are willing to help; we do need to have these details though, otherwise there is not much help that we can give. When these details are not provided, we will reply and simply point to this list.

• Always include clear descriptive information about your problem or inquiry.
• When on a UNIX-alike platform that supports AICCU, please run AICCU and run it using "aiccu test".
• When using AICCU, check that you are using the latest version, and of course please specify where the binary comes from.
• Always provide your NIC handle and if applicable the Tunnel or Route IDs you wish to discuss.
• Use the email address you have provided in your handle as that is what we use as a contact handle.
• Provide details of the setup, type of connections, where NATs are located.
• Provide information of your OS type, version and release (ie. uname -a), noting also the distribution name.
• Include full interface, routing and firewall tables.
• Include a IPv4 and IPv6 traceroute to the PoP in question.
• With heartbeat tunnels, first check clock synchronization or better: use AICCU.
• Check with Wireshark or tcpdumps of the interface over which the tunnel runs.
  Use -n (numeric) as an option and don't filter returning ICMP which could also come from routers between your endpoint and the PoP and also use -s 1500 so that one gets the full packet.
• The status of the PoP is listed on the PoP Status page, if it is marked down there we are aware of the issue and we will try to resolve it as soon as possible. Additionally other issues are listed in the  Ticket Tracker.
• We are not your personal helpdesk, thus first read the FAQ and/or use the forum, many cases can already be solved that way, but we do want to have you actually use the tunnel thus do contact us if the problem persists.

Note that you should have read the FAQ first which we will refer to it directly. Some questions are also asked and answered in the Forums which is another place you can look first. The Forum supports a Forum Search for quick searching. Another easy way out is to use the Search service which covers the complete site. We also handle the rule which says stupid questions become stupid answers.

Forum

The SixXS Forums provide a central place for IPv6 users around the world to communicate with each other. Even though it requires a SixXS login to post it isn't restricted to SixXS users. The forum is not meant for reporting problems or issues you have with your account or connectivity. Use the above contact details for those issues.

#sixxs.net: IRC Channel

To make it possible for users to discuss SixXS and IPv6 related subjects we have opened, the #sixxs.net channel on IRCNet, which can be used for these purposes.

Monitoring/status messages are available in this channel: User, tunnel, and subnet review queues, PoP status and other monitoring information is reported on this channel by the SixXS system. Though this channel allows for discussion about IPv6 and SixXS in general, it is not a contact method towards SixXS Staff even though they might be present. The SixXS Robot called SixXS collects Channel Statistics and handles monitoring/status messages. Naturally the communication language is English.