Support Ticket Template for UltraDNS Technical Support

Use this template when opening a ticket with UltraDNS Technical Support. 

A complete initial request helps Support understand the issue, review the affected configuration, and provide a more accurate first response.

Include as much detail as possible before requesting a meeting. 

Support can investigate more effectively when the ticket includes the affected zone, hostname, observed behavior, expected behavior, timestamps, error messages, command output, screenshots, logs, or screen recordings.

When to Use This Template

Use this template when you need help with an UltraDNS issue, configuration question, DNS resolution problem, portal behavior, account access issue, or requested account change.

Required Information

Include answers to the following questions when submitting your support request.

• What is happening now, and what did you expect to happen? 
  Describe the current behavior and the intended result. Avoid general statements such as it is not working. Include the response you are receiving, the result you expected, and where the behavior differs.
• Which zone, hostname, record, account, or service is affected? 
  Provide the affected zone name, hostname, record name, record type, account name, or service name. Include all affected items if the issue affects more than one object.
• What anomalous behavior are you observing? 
  Include the full error message, query output, browser message, system response, or application behavior. If this is a DNS resolution issue, include command output from tools such as dig or nslookup.
• When did the behavior begin? 
  Provide the date, time, and time zone when the behavior started or was first observed.
• Were any changes made around the time the behavior began? 
  Include any UltraDNS changes, registrar changes, delegation changes, DNSSEC changes, record changes, account changes, identity provider changes, firewall changes, or network changes that occurred near the time the issue began. If the change was made in UltraDNS, review the Audit log and include the relevant audit details.
• Can other users reproduce the issue? 
  If other users can reproduce the issue, include their results. If the behavior only affects one user, include that detail.
• Can you provide screenshots, screen recordings, error messages, or logs? 
  Attach screenshots, exact error text, screen recordings, command output, or relevant logs. Support must be able to see what you see to diagnose the issue accurately.
• Is there any additional information that may help Support investigate? 
  Include related ticket numbers, recent support interactions, affected IP addresses, affected name servers, testing locations, resolver IP addresses, browser details, or application logs when available.

DNS Troubleshooting Information

If your request involves DNS resolution, include the exact DNS query results that show the issue. Useful examples include:

• The hostname or zone being queried.
• The record type being queried, such as A, AAAA, CNAME, MX, NS, TXT, or PTR.
• The resolver or authoritative name server used for testing.
• The full output from dig or nslookup.
• The expected DNS answer.
• The DNS answer you received.

For additional guidance, refer to the DNS Troubleshooting Process.

Requested Changes

Any requested account or DNS change must be documented in a support ticket before implementation.

If you call UltraDNS Support, a ticket will be created. Support will document the requested changes in the ticket and ask you to confirm the request in writing before proceeding.

Written confirmation helps ensure that requested changes are explicit, accurate, and properly recorded to maintain the security and integrity of your account.

Example Ticket Format

You can copy and complete the following format when opening a ticket:

Issue summary:
Affected zone, hostname, account, or service:
Current behavior:
Expected behavior:
Date and time first observed:
Time zone:
Recent changes:
Can other users reproduce the issue:
Error message or system response:
DNS query output or relevant logs:
Screenshots or screen recording attached:
Requested change, if applicable:
Additional information: