Support Policy

DNS Made Easy has a dedicated support staff to support all of our products and services.

DNS Made Easy has an excellent reputation for providing excellent support for all of our services / products. We will work hard to make sure that our services are working as designed and promised. All users are guaranteed that we will look into any problem with any of our services until a solution is found. This is how DNS Made Easy continues to be one of the largest Internet service wholesalers in the world.

While we recognize that computer problems are frustrating, we must remain a profitable entity; therefore we are unable to allocate support resources to problems that do not relate to our system.

What does this mean?
If you purchase DNS services from us then we will support our service so that we will make sure that the DNS is working properly both from inside and more importantly outside our network.

Since we can only support our own services we will be unable to provide support for monitors, hard drives, and keyboards, firewalls, networks, etc. in your home / office. DNS Made Easy also can not support home / business appliances and home / business electrical devices. We have had users contact us for support with questions on how to install computer games all the way to how to program VCRs that are connected to their network. Unfortunately we can only answer questions directly related to our services / products.

DNS Made Easy is also not able to provide lessons on all aspects of the Internet. We can not support questions such as "How do I configure my computer?". Although we do provide DNS and mail services, we do not provide lessons on how to use these technologies. Lessons to show how to use the different Internet technologies are not covered in our normal support.

Example 1:
Although we understand that it may seem that everything on the Internet is related we can not support local network problems in your home / office. We strongly suggest that you contact your local system administrator or ISP.
If you can not get online for instance then you should really contact your ISP.
If your computer does not start then you should contact your computer manufacturer.
We guarantee our service that you are purchasing from us. But if it is determined that there is a problem with your local network / computer then we are unable to provide support for that.

Example 2:
It is economically impossible for us to support all mail clients that have ever been made. Our POP / IMAP services are supported to a point that we will be sure they will work if they are properly configured in a standard-compliant email client.
For IMAP for instance we will provide you with the server name, password, and username. It would be impossible for us to provide you lessons on how to use your email client / operating system.
Our pricing are created around the idea that you will know how to configure / work your own mail client. If you do not know how to work / configure your mail client then you should contact the software vendor (either Microsoft, Eudora, etc.) and they should be able to provide you support for that.
We may have a tutorial to show you how to configure your email in a popular email client. But this is just to show a general example. It would be impossible for us to provide a tutorial for every email client on every operating system ever made.

Example 3:
You purchase backup email services for us and you are having problems with your mail server. You should contact the company that you purchased your email server from for that. We will support our backup email servers, but we will not be able to support your backup mail server that you have running in your own network.

Example 4:
You purchase DNS services from us and you are having problems with your web server. You should contact the software vendor of your web server then.

Many of these examples may seem unnecessary to many of our users. But in the years that we have been offering our services to the world we have received support requests ranging from "How do I format my floppy drive?", to "How do I view recorded VCR tapes on the Internet?", to "How do I configure my Juniper router for BGP?". All of these requests were expecting support for their problems, but none of them were related to services they were purchasing from us.

How do I get support?
95% of all questions we receive are already answered online either on our support site (https://support.dnsmadeeasy.com) or on our "Resources / Help" section of our website.
If your question is not answered there then you should open a support ticket at https://support.dnsmadeeasy.com.
If we are unable to resolve your problem with our ticket system we can arrange for a support phone call.

Can I purchase advanced / additional support?
Yes you can. Although 99.9% of our users have never needed to do that. But you can contact our sales team at sales@dnsmadeeasy.com if you have any questions.

What type of questions can I ask support?
We will answer any support question directly related to our service. But this means that the problem must originate from our service.
For instance if you are using our DNS services and are having problems with your mail server (not related to our DNS) then we can not provide you free support for your problem. We are not responsible for systems / networks that are not part of our services.

When are support questions considered abusive?
Multiple repeat questions are considered abusive. Do not post multiple tickets of the same problem. That does nothing more than to slow down the response.

Mutliple "repeat" support based configuration changes are considered abusive. For instance if you ask us to fix a configuration and then you break the configuration again and ask us to fix it again.

Multiple tickets asking us to verify that your records and domains are working are considered abusive. There are over 200,000 new records added into DNS Made Easy name servers every day (as of Jauary 2008). It is impossible for us to verify each record for each user manually. This does not mean that we will not check your record if you believe it is wrong and have a multiple confirmed tests that show it not working. But if a user opens numerous tickets about checking their records, this is abusive.
This is what we have systems that do our automatic checks for. If a user keeps asking us to verify records that we verify are correct we will have to add additional support fees to their account to cover the time involved outside of what we consider normal support. If these extra support fees are not paid immediately DNS Made Easy has the right to suspend all support or all services until payment is made.

Can I speak to someone on the phone when I have questions? Is free phone support included?
Although we would love to be able to offer everyone free phone support it is just not possible at our listed pricing. A user paying $4.95 or even $99.95 per year will not be able to talk to an experienced system administrator anytime of the day or night. That is just not possible no matter what service you are paying for (no matter who you are using).
We guarantee that the network / services are alwys functioning as promised. But if you require additional one on one phone support to explain how the Internet technologies work you will need to purchase additional phone support.

What happens if DNS Made Easy finds my support abusive?
DNS Made Easy has the right to add additional support fees (based on our hourly support rates) to the users's account to cover the time involved outside of what we consider normal support. If these extra support fees are not paid immediately DNS Made Easy has the right to suspend all support or all services until payment is made. DNS Made Easy will always warn a user first before it finds a user to be abusive and start charging for extra support fees.
To be honest this policy is mostly used for competitors that create accounts and many tickets just to waste our staff's time.