Technical support

Support and troubleshooting on the Health Data Network (SDN)

If you experience errors related to SDN, the cause may lie in different parts of the chain:

• Within your own organisation (local IT)
• With the service provider (the solution you access)
• Or with the SDN provider (the network itself)

Step 1: Start with local troubleshooting

Always contact your local IT support first. Their troubleshooting and documentation are the basis for correctly escalating a case, if needed.

Step 2: Use the tools to narrow down the issue

You can often quickly determine where the problem lies using these tests:

• Check the SDN connection (Ping test) – 195.80.253.96
  Used for troubleshooting, monitoring, and connection checks. This address only supports ping traffic. It does not depend on external services, making it the most stable test of the SDN connection.

• View operational status (Smokeping) – smokeping.dsdn.dk (only accessible via SDN)
  Provides an overview of response times and operational status for services enrolled in monitoring.

• Confirm SDN access (IP check) – 195.80.253.111
  Shows whether you have access to SDN—and which SDN IP address you are connecting from (e.g. to verify the correct IP).

• Assess where the error is located (Ping/trace)
  Used to assess whether the issue lies in the network connection or with the service provider.

Step 3: Contact the SDN provider if local IT cannot resolve the issue

If local IT cannot fix the problem, contact the SDN provider’s 24/7 SPOC:

• TDC Erhverv
• Email: sdn@tdc.dk  
• Phone: +45 44 35 80 08 (always for urgent enquiries—and always after a case has been created via email)

Please include the following in your enquiry:

• Organisation name
• Contact person (email and mobile)
• Brief description of the issue
• Test results (preferably screenshots and relevant logs)
• State SDN as reference

Tip: Use a shared functional mailbox as the sender if multiple people need to follow the case and responses.

Other help or questions?

Contact MedCom:

• Email: sdn@medcom.dk  
• Phone hours: Mon–Thu 9:00–15:45 and Fri 9:00–14:00

Reporting a security incident

If you experience an incident that may affect SDN security (e.g. outage, cyberattack, or malicious code), report it to:

• Email: sdn@medcom.dk  

If the incident is urgent, contact the operations provider or MedCom’s system management team by phone immediately.