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    SUPPORT

    HOW CAN WE HELP YOU?

We have streamlined our support services to focus on getting your request to the right team as quickly as possible. Our Ticket-Based system is the most expeditious way to offer high-level support. Phone calls may be arranged per incident by request. Please note that some support requests may incur charges.  

 

Have an existing ticket? Save response time and update it here

Opening multiple tickets on the same issue slows down support response

SUPPORT DEPARTMENTS

POS & ECommerce Integrated

For POS & ECommerce Integrated accounts. Some inquiries may require external vendors or system support services. 

Monitored : business hours.

Submit a ticket  

 

dbcEngine Portal

For dbcEngine Franchise, Member and Business Portal Manager systems.

Monitored : business hours

Submit a ticket  

 

Hosting Service

For Hosting Services including websites, email, databases including Managed Dedicated Hosting and Advanced VPS.

Monitored : 24/7

Submit a ticket  

 

Domain Name Registration and Management

For Domain Name Registration, Renewal and Services.

Monitored : business hours

Submit a ticket  

 

Account Inquiries

Questions or help with billing, adding or changing your information and contacts in your account.

Monitored : business hours

Submit a ticket  

Pay an invoice  

 

Production Inquiries

Ask questions here about your system, application, project – for new additions or changes.

Monitored : business hours

Submit a production inquiry  

 

Support Notices

Registry DNS resolution issues

5 days, 23 hours ago

STATUS: Intermittent DNS service interruption at our domain registry partner

DESCRIPTION: Domain name resolution is failing intermittently at our domain name registry partner and is effecting systemdns services and DNS lookup will fail intermittently for customers.  iTMG support team has been monitoring this issue.

AFFECTED: domains registered with iTMG may occasionally experience slow response to no response - though the issue is close to being resolved.


SYSTEM STATUS Updates:

Resolved  Jan 19, 2020 - 22:35 UTC - The SystemDNS issue has now been resolved. Domains using our nameservers should now properly resolve.

Monitoring Jan 19, 2020 - 21:33 UTCA fix has been implemented on the issue and we will continue to monitor the situation to ensure no further issues arise

 

Update Jan 19, 17:31 UTC - The registry network operations team is working to resolve this situation. At this time some customers may experience intermittent DNS outage.

Update Jan 19, 14:26 UTC - We have implemented some measures to mitigate the DNS resolution issues. Some customers may still see intermittent resolution issues while we continue to work.

Update Jan 19, 10:52 UTC - DNS lookups continue to intermittently fail for customers. Our operations team will continue to try and isolate the root of the problem and provide updates when they are available.

Update Jan 19, 10:00 UTC - We have attempted to mitigate the issue with small improvements, DNS lookups continue to intermittently fail for customers and our operations teams are still investigating at the moment.

Investigating Jan 19, 08:20 UTC - We are currently investigating an issue impacting OpenSRS DNS service, 

 
 
Updates to be posted here continuously

Technical Details :
The affected service is the instant routing of a domain name, such as itristanmedia.com to the IP address of the servers where that website or application lives. When that routing fails, the end user's computer will wait and wait for instructions back on what IP to use. If too much time passes while waiting, the user or their computer/device will perceive the service to be down, even if it not.


Domain Notices  

.CH & .LI Registry

0 sec ago

THIS IS A SCHEDULED EVENT Apr 23, 05:00 - 05:30 UTC

Jan 8, 14:48 UTC
Scheduled - During this scheduled system maintenance by the registry, the following services may be unavailable:

Availability Checks
Whois Services
Domain Purchases
Domain Renewals
Domain Updates

For a list of affected TLD's, please look the registry up in the following spreadsheet:
http://opensrs.help/chart



.CH & .LI Registry

0 sec ago

THIS IS A SCHEDULED EVENT Apr 2, 05:00 - 05:30 UTC

Jan 8, 14:48 UTC
Scheduled - During this scheduled system maintenance by the registry, the following services may be unavailable:

Availability Checks
Whois Services
Domain Purchases
Domain Renewals
Domain Updates

For a list of affected TLD's, please look the registry up in the following spreadsheet:
http://opensrs.help/chart



.CH & .LI Registry

0 sec ago

THIS IS A SCHEDULED EVENT Mar 12, 02:45 - 07:00 UTC

Jan 8, 14:47 UTC
Scheduled - During this scheduled system maintenance by the registry, the following services may be unavailable:

Availability Checks
Whois Services
Domain Purchases
Domain Renewals
Domain Updates

For a list of affected TLD's, please look the registry up in the following spreadsheet:
http://opensrs.help/chart



.SE/.NU Registry

0 sec ago

THIS IS A SCHEDULED EVENT Mar 4, 20:00 UTC  -  Mar 5, 01:00 UTC

Jan 17, 13:42 UTC
Scheduled - During this scheduled system maintenance by the registry, the following services may be unavailable:

Availability Checks
Whois Services
Domain Purchases
Domain Renewals
Domain Updates

For a list of affected TLD's, please look the registry up in the following spreadsheet:

http://opensrs.help/chart



.AM, .CX, .LA registry

0 sec ago

THIS IS A SCHEDULED EVENT Feb 29, 08:00 - 13:00 UTC

Dec 13, 13:51 UTC
Scheduled - During this scheduled system maintenance by the registry, the following services may be unavailable:

Availability Checks
Whois Services
Domain Purchases
Domain Renewals
Domain Updates



Announcements

Internal Maintenance Announcement

2 months, 1 week ago
MEMO to all iTMG clients, partners, and affiliates

We will be performing a scheduled internal Accounts Management System upgrade on Sat Nov 16 from 10:30ET to approx 12:30ET.

Access to tickets, billing information, ordering, payments, and domain management will be offline during this time.

Active account systems, including Application and Website Hosting, Dedicated VMs, Dedicated Servers, Domain services are unaffected by this maintenance and will continue to operate fully during this time.

This upgrade will bring a much updated interface and some new management features to help you manage your digital business more easily.

Thank you for your patience.

-- your iTristan Media Group team 




Canadian Thanksgiving Holiday Hours

3 months, 2 weeks ago
Hello everyone,

This message is to let you know that our office will be closed Monday, Oct. 14th for Canadian Thanksgiving.


Postal mail will not be processed during this time.

As always, we maintain all monitoring 24/7 and support staff with some skeleton-staff scheduling.

If you need assistance, you can always call us at (866)-307-6404.

We will be back for regular hours on Tuesday, Oct. 15th.

Have a great Thanksgiving weekend!

-- your iTristan Media Group team

[iTMG] COMPLETE MAINTENANCE Period Wed Jul 31 19:30 - 01:00ET Completion

5 months, 3 weeks ago

This maintenance is complete


MEMO 
to Secure VPS, Custom/Legacy Services, and Dedicated Server clients


IMPORTANT MAINTENANCE NOTICE: reminder of part two of two final power compliance maintenance and upgrades tomorrow Wed night, Jul 31 between 19:30ET and 01:00ET. Downtime is generally shorter during these kinds of maintenance periods. 

This will affect service for Secure VPS services (except DO or VA data centre), Dedicated Server services, and Dedicated VM services (except for the new "devm" service). During this time your website, database, email, or application will be non responsive. We apologize for the inconvenience and short notice for tomorrow's maintenance. 





WHO WILL THIS AFFECT? Secure VPS services, Dedicated Servers, Dedicated VM (standard - pre 2019), Custom and Legacy Services; 

WILL NOT AFFECT Secure VPS DO services, or Dedicated VM (devm 2019+) services

TIMEFRAME: starting Wed Jul 31 from 19:30 until 01:00 ET | though power maintenance periods are frequently shorter

For updates: visit itristanmedia.com/support

 

We apologize for the inconvenience and short notice for tomorrow's maintenance. Power maintenance and compliance service happens, generally only every several years.

 

 


[iTMG] IMPORTANT MAINTENANCE Period Wed Jul 10 21:00 - 00:00ET

6 months, 2 weeks ago
MEMO to Secure VPS, Custom/Legacy Services, and Dedicated Server clients

IMPORTANT MAINTENANCE NOTICE: Our main data centre will undergo power compliance maintenance and upgrades Wed night, Jul 10 and Jul 31 between 21:00ET and 00:00ET. Downtime is generally shorter during these kinds of maintenance periods.

This will affect service for Secure VPS services (except DO data centre), Dedicated Server services, and Dedicated VM services (except for the new "devm" service). During this time your website, database, email, or application will be non responsive. We apologize for the inconvenience and short notice for tomorrow's maintenance.





WHO WILL THIS AFFECT? Secure VPS services, Dedicated Servers, Dedicated VM (standard - pre 2019), Custom and Legacy Services;

WILL NOT AFFECT Secure VPS DO services, or Dedicated VM (devm 2019+) services

TIMEFRAME: starting Wed Jul 10 from 21:00 until 00:00 (midnight) ET | though power maintenance periods are frequently shorter

For updates: visit itristanmedia.com/support

 

We apologize for the inconvenience and short notice for tomorrow's maintenance. Power maintenance and compliance service happens, generally only every several years, we were not notified until recently by the building maintenance and efforts to push this back were not successful.