In this article:
- Requesting assistance from the Open Connect team
- Outreach communication from the Open Connect team
- Summary of sender and recipient email addresses
Requesting assistance from the Open Connect team
Assistance with embedded OCA deployments
If we have established a partnership with you and you have access to our Partner Portal, the Open Connect team is available for questions or assistance via our ticketing system.
We highly encourage you to use our ticketing system, which provides full visibility and context of the conversation to everyone on your team and everyone on our team. Emails to individuals on our team may get lost in an inbox, the person you are trying to reach may not be available, and relevant context will not be visible to others on our respective teams who may benefit from it.
Assistance with peering interconnection
If you have access to our Partner Portal, you can also use our ticketing system for peering assistance.
For ISPs who do not have access to our Partner Portal, please use the contact information in our peeringDB record: https://www.peeringdb.com/net/457
Outreach communication from the Open Connect team
You can expect to see occasional outreach communication from Netflix in a few different scenarios. This communication can either be in the form of an email or an outreach ticket.
Emails
General email notifications
We send notification emails about:
- Status updates or actions required for OCA deployments
- Software (aka firmware) upgrades occurring on your OCAs
- Non-urgent (i.e. not currently service-impacting) operational issues that we have detected with one or more of your embedded OCAs
All of these notification emails come from an unmonitored sender address: info@partner.netflix.com
To ask a question or request assistance for any of these notifications, follow the instructions or links in the email to open a ticket.
Email communications to your organization coming from info@partner.netflix.com can be viewed on the Inbox > Emails page of the Partner Portal. For more information, see: Viewing email communication in the portal
Partner Portal authentication email notifications
Partner Portal authentication is managed by the Netflix security team. Any emails related to portal authentication will come from one of the following unmonitored email addresses:
- AccountManagement@mailer.netflix.com
- noreply@netflix.com
These emails are sent to individuals, and are not visible in the Partner Portal. For more information, see: I am a brand new partner, how do I get portal access?
Outreach tickets
We periodically open outreach tickets to facilitate conversations about:
- End-of-life OCAs that we will be retiring
- OCAs that are significantly degraded or failing and require replacement (RMAs)
- Urgent (i.e. service-impacting) operational issues that we have detected with one or more of your embedded OCAs. For more information on issues we alert on, see: OCA Live checks
Note: In addition to automated tickets, our team may reach out individually to start a conversation with you via our ticketing system.
When we open an outreach ticket, you will get an email notifying you about the ticket from a different sender address: support@openconnect.zendesk.com
After a ticket is opened, you can respond to the email notification thread to provide an update or request assistance. However, please note that we do not respond or monitor emails sent directly to support@openconnect.zendesk.com.
All tickets for your organization (both outreach, or any tickets you opened to Netflix) can be viewed on the Inbox > Tickets page of the Partner Portal. For more information, see: Managing support tickets
Summary of sender and recipient email addresses
The following table summarizes the sender email address and partner recipients for our outreach communication.
| FYI or Action Required | Netflix sender email | Partner recipients | More information | |
| OCA deployment notifications (FYIs or Actions Required) | Can be either, subject line will specify | info@partner.netflix.com | Contacts that you specify in the site survey | |
| OCA software upgrade notifications (FYIs) | FYI | info@partner.netflix.com | Contacts in your organization with the NOC or Engineering role | Automatic Software Updates |
| OCA software upgrade notifications (Action required) | Action required | support@openconnect.zendesk.com | Contacts in your organization with the NOC or Engineering role | Automatic Software Updates |
| Non-urgent operational issues | Action required (low priority) | info@partner.netflix.com | Contacts in your organization with the NOC or Engineering role | Viewing and managing active operational issues in the Partner Portal |
|
Urgent operational issues, or Other outreach (e.g. EOL OCAs, RMAs) |
Action required (high priority) | support@openconnect.zendesk.com | Contacts in your organization with the NOC or Engineering role |
Viewing and managing active operational issues in the Partner Portal |
|
Partner Portal authentication |
Action required |
AccountManagement@mailer.netflix.com noreply@netflix.com |
Contacts who are invited to be portal users | I am a brand new partner, how do I get portal access? |