Overview
UltraDNS Technical Support is available 24 hours a day, 7 days a week to help with questions, troubleshooting, and service-related issues.
Whether you need help with DNS records, account access, configuration changes, unexpected behavior, or service concerns, our Technical Support team is here to help.
This article explains how to get help from UltraDNS Support, how support calls fit into the process, and what information can help us assist you more quickly.
Getting Started
If you need help, open a support case and provide as much information as possible about the issue.
Once your case is received, our Technical Support team will review the information and begin working on the issue.
If you would like to discuss the issue by phone or meeting, you can request a support call at any time.
Your support case helps us track the issue, share updates, and document the work being completed.
Support calls allow us to discuss the issue together, answer questions, and review next steps in real time.
Why We Ask Questions Before a Support Call
Before a support call, we may ask questions or request additional information about the issue.
This helps us understand the situation before the discussion begins and allows us to spend more time working on the issue during the call.
The more information we have before the call, the quicker we can spend focusing on troubleshooting and finding a solution.
Information That Helps Us Help You
When opening a support case or preparing for a support call, the following information can help us begin reviewing the issue:
- A description of the issue.
- The affected domain, zone, service, or account.
- Any error messages you are seeing.
- Screenshots, if available.
- The date and time when the issue occurred.
- What you expected to happen.
- What actually happened.
- Any recent changes that were made.
- Any troubleshooting steps you have already tried.
- Steps to reproduce the issue, if known.
If you do not have all of this information, that is okay.
Provide whatever details you have available and our team will work with you to gather the rest.
What to Expect During a Support Call
Every issue is different, but support calls often include:
- A review of the issue or question.
- Discussion of any troubleshooting that has already been completed.
- Questions to better understand the issue.
- Discussion of what we have learned so far.
- Recommended next steps.
Some issues can be resolved during the call. Others may require additional testing or investigation after the call.
After the Support Call
Your support case remains the main place for updates and communication.
If additional work is needed, our team will continue sharing findings, updates, and next steps through the support case.
Keeping information in the support case helps everyone stay informed and makes it easier to track progress.
When Additional Teams May Be Involved
Some issues may require help from teams outside of Technical Support.
For example, an issue may need additional investigation or assistance from a team that specializes in a specific product, service, or technology.
If that happens, UltraDNS Support will coordinate the next steps and keep you informed throughout the process.
You do not need to determine which team should be involved. Simply contact support, and we will help guide the issue through the appropriate process.
Tips for Faster Resolution
The more information you can provide, the faster we can begin reviewing the issue.
If new information becomes available, update your support case with any findings, screenshots, test results, or observations.
Clear and complete information helps us understand the issue, prepare for support calls, and work toward a resolution as quickly as possible.