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Issue 26: DynDNS, Resellers, and Consultants

May 29, 2008

Over the years, DynDNS has have gained a reputation for running excellent services. This has not gone unnoticed by computer professionals who are asked by their customers for good, reliable service. We strive to be an ideal service provider, so this recognition is appreciated.

One problem that we run into is handling disputes between end-users and hired professionals. Over the last few months, we have seen the number of account ownership issues escalate. An IT person is hired by a company to manage services for that company. Often, the IT person purchases services in their own name with their own credit card. If a situation arises where the IT person is removed from the picture, the services are owned by the person who purchased them (The IT person) so we can do nothing to help the company who hired them.

There are two flavors that we see, one we support and one we do not support:

• Consultants - These are people that help you manage your own DynDNS services. The account holder knows that DynDNS is providing the service, and that the consultant is just managing things. End-user clients purchase the service and elect to have someone else help or manage their account. This setup is preferred, since the end-user is fully in the loop.
• Resellers - These are people that provide DynDNS services as their own; the end-user does not know that DynDNS is the service provider. Resellers represent our services as their own, this is the kind of relationship that causes the problems explained above.

This is an issue that we are going to tackle this year. We want to provide the best possible service that we can to our customers, so we are going to be more proactive about avoiding ownership problems caused by these reseller situations. Part of this change will include enhanced security, so it is important to remember your username/password and to keep the email address on your account current. To prevent any unauthorized access to accounts, we will no longer be accepting credit card information as proof of ownership; you need to have access to the email address on the account. For disputes over the ownership of a domain name, it will still be possible to contact the registry or ICANN.

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