Engineering Support
Service Level Agreement
Direct access to Level 3 network engineers. No frontline scripts, no retail delays. Just robust technical support when your infrastructure requires it.
Response Expectations
Severity 1 (Critical Outage / Loss of Resolution)
Total failure of primary domain functions affecting production services.
Target Response: < 15 Minutes (24/7)
Severity 2 (Configuration / Validation Issues)
DNS configuration syncs, transfer rejections, or validation holds.
Target Response: < 2 Hours (Business Hours)
Requesting DNS Changes
For fully managed portfolios, DNS change requests must be authenticated through our secure portal or submitted via PGP-signed emails from authorized technical contacts.
Required Information for Tickets:
- The target FQDN (Fully Qualified Domain Name).
- The specific record type (A, AAAA, CNAME, TXT, MX), TTL, and value.
- Any deployment window requirements to minimize propagation impact.
Changes are peer-reviewed by our engineering team to ensure no syntax errors corrupt your zone file before deployment.
Support Channels
Dedicated Portal
Submit and track secure authenticated tickets through the client area.
Login to Portal →Business Hours
- Monday - Friday
- 9:00 AM - 6:00 PM AEST
- Severity 1 issues are monitored 24/7/365 for managed enterprise clients.