Administrative and Service Enquiries
admin@shikanoko-networks.com- New service enquiries
- Quotations and non-standard requirements
- ASN application questions
- Renewals and invoices
- Company, account, and general administrative matters
SKNK · Support practices
Support Policy
Shikanoko Networks provides support primarily by email. Use the address that matches the nature of your request.
SKNK does not currently operate a continuously staffed 24-hour support desk. Messages are reviewed periodically, and timing varies with the request, available capacity, and third-party dependencies. No specific response or resolution time is guaranteed unless separately agreed in writing.
Contact Addresses
Network Operations
noc@shikanoko-networks.com- Suspected incorrect resource records
- RPKI or ROA issues involving an SKNK-managed PA prefix
- Operational coordination involving an existing customer resource
- Suspected unauthorized resource-information changes
- Network operator coordination
Abuse and Security Reports
abuse@shikanoko-networks.com- Spam, phishing, or malicious traffic
- Network abuse involving an SKNK-administered resource
- Security incidents
- Copyright or legal complaints
- Law-enforcement, regulatory, or AUP violation notices
The NOC address is not a general BGP configuration or customer server support service. Abuse and security reports should include the relevant IP or ASN, timestamps, logs, and supporting evidence where available.
Priority
Requests are reviewed according to actual impact and scope. Suspected unauthorized resource changes, incorrect RPKI authorization, security incidents, or significant abuse may receive higher priority. Marking a message urgent does not guarantee an immediate response or change its assigned priority.
Information to Include
- Your name and organization
- The relevant ASN, prefix, or order reference
- A clear description and when the issue began
- Relevant errors, logs, screenshots, and timestamps
- The action you are requesting
Do not send passwords, private keys, authentication codes, complete payment-card details, or unrelated identity documents by email.
Scope of Support
Unless expressly included in a written service agreement, SKNK support does not include:
- Continuous monitoring of customer networks
- 24/7 incident response
- Configuration or administration of customer routers and servers
- Troubleshooting customer transit, VPS, tunnel, or IXP providers
- Guaranteeing global BGP route propagation
- Guaranteeing third-party processing or approval times
- Emergency changes caused by missed renewal or payment deadlines
SKNK may provide additional assistance on a case-by-case basis. Work outside the standard service scope may require a separate quotation.
Third-Party Dependencies
Some requests depend on RIPE NCC, payment providers, upstream networks, hosting providers, or other external organizations. SKNK cannot guarantee their availability, processing times, or decisions. Where possible, we will keep the customer informed while external action is pending.
No Service-Level Agreement
This page describes SKNK's general support practices. It does not create a contractual service-level agreement or guarantee a particular response or resolution time. Any different commitment must be expressly agreed in writing.