Premier Support

Premier Support is an added service above and beyond our standard support channels, which provides 24x7x365 telephone support with a one (1) hour response time. Premier Support cases can be purchased individually, or packaged with a DNS Service Level Agreement.

Premier Support cases can be opened through a form on our website or by telephone. A response will be returned by telephone, or, if desired, by e-mail. Each Premier Support case covers a single incident or problem, as determined by our technical support staff.

Premier Support cases are valid for one year from the date of purchase. Purchase of a DNS Service Level Agreement includes four (4) Premier Support cases. You can find information on pricing here.

Other Services

In addition to technical support, Premier Support cases can also be used for a variety of other services, including the following (listed with approximate number of required cases):

Service PS Cases Description
Renew Inaccessible Services One case per service Renew services in accounts you can't access, such as if your IT professional has left town.
Restore Zone from Backup Minimum one case per zone Recover a Custom DNS zone from backup after expiration or deletion. This may take up to 24 hours to complete.
Export Zone File One case per zone Export a Custom DNS zone to a zone file for use with other nameservers.
Manual Zone Import One case per 75 records Have an existing zone file recreated in your Custom DNS zone.

If you wish to use one of these additional services, please purchase the necessary number of Premier Support cases, then contact our support team to request the service. Please do not open the Premier Support cases, as the cases will be resolved as our sysadmins perform the desired service.

Please note: Due to company policy, we cannot discuss Acceptable Use Policy violations over the phone, even in the event of a Premier Support case. Furthermore, our Premier Support technicians do not have the ability or authority to modify a blocked account. If your account has been blocked due to AUP violations, please e-mail our support team for more help and information.