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 can assist you.
This article explains how to work with UltraDNS Technical Support, what information can help us review an issue more efficiently, and what to expect throughout the support process.
When to Use This Article
Use this article if you need assistance with an UltraDNS service, account, configuration, or technical issue.
This article applies whether you are opening a new support case, requesting a support call, or following up on an existing issue.
Getting Started
If you need assistance, open a support case and provide as much information as possible about the issue.
Once your case is received, Technical Support will review the information and begin investigating 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 serves as the primary location for updates, findings, and communication throughout the investigation.
Support calls provide an opportunity to discuss the issue, answer questions, and review next steps in real time.
A support call is optional. Many issues can be reviewed and resolved through the support case without scheduling a call.
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 more time during the call to focus on troubleshooting and reviewing possible solutions.
The more information available before the call, the more productive the discussion can be.
Information That Helps Us Review an Issue
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, provide whatever details are available. Technical Support can help gather additional information if needed.
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 findings identified so far.
- Review of recommended next steps.
Some issues can be resolved during the call. Other issues may require additional testing, monitoring, or investigation after the call.
After the Support Call
Your support case remains the primary location for updates and communication.
If additional work is required, Technical Support will continue sharing findings, updates, and next steps through the support case.
Keeping information in the support case helps maintain a complete record of the investigation and makes it easier to track progress.
When Additional Teams May Be Involved
Some issues may require assistance from teams outside of Technical Support.
For example, an issue may require additional investigation or assistance from a team that specializes in a particular product, service, or technology.
If additional teams become involved, Technical Support will coordinate the next steps and continue providing updates through the support case.
You do not need to determine which team should be involved. Simply contact Technical Support and we will help guide the issue through the appropriate process.
Expected Outcome
By providing information about the issue and working through the support case process, Technical Support can review the situation, identify next steps, and coordinate any additional investigation that may be required.
Your support case remains the central location for communication, findings, recommendations, and progress updates throughout the investigation.
Tips for Faster Resolution
The following information can help Technical Support begin reviewing an issue more quickly:
- Include affected domains, zones, accounts, or services.
- Provide exact error messages when available.
- Attach screenshots, logs, or test results that demonstrate the issue.
- Share any troubleshooting steps that have already been completed.
- Update the support case if new information becomes available.
Clear and complete information helps Technical Support understand the issue, prepare for discussions, and continue the investigation as efficiently as possible.