• altattr

    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.  

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  

 

Production Inquiries

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

Monitored : business hours

Submit a production inquiry  

 

Support Notices

[RESOLVED] Secure4 Server Suspended Temporari

3 weeks, 4 days ago
MEMO : secure4 Service Suspended

secure4 services were being attacked by malicious programs which resulted in some programs being affected. So we have suspended the secure4 server temporarily. Support is working to remove any infected code and restore the service as soon as possible.

We do not have any estimated time for the completion of the process but the support team is working as fast as possible.

UPDATE: 
Secure4 Service is back up and running.


MODX Revolution Security Compromise

3 weeks, 6 days ago
MEMO to users of MODX-based sites

ISSUE security compromise

We are writing because users on MODX-based platform on instances running MODX Revolution version 2.6.4 or earlier are highly susceptible to being defaced or used for nefarious purposes by malicious hackers.

If your site or application has been compromised already, it typically will not show or work as expected, or it will redirect to another website.

NEXT Steps

1. If your website or application is on an unmanaged hosting package or you have your own developer, you will need to ensure that they are sanitizing the site, removing malicious files and the - IMPORTANT - upgrade to the latest 2.6.5 version as soon as sanitization is complete.

2. If your website or application is on a managed hosting or application package our support team is working on the issue on priority basis.

UPDATE 2018 Jul 22 Sunday
Support restored functionality on Friday night to affected MODX accounts however the hacker bots were quick to reinfect through the MODX compromise. Faster than we were able to upgrade the affected account versions.

We are re-restoring the same affected accounts, this time, however, immediately upgrading each account as we go.

This process, while starting immediately may run through end of day Monday as we work as quickly as we can. As before priority is given to accounts under Maintenance Plan or SaaS application then standard hosting accounts. Accounts with their own developers will be notified in their own tickets when backups are restored.





[RESOLVED] Secure10 Service FPM and Mail Issu

1 month, 2 weeks ago

ISSUE :
 Secure10 Service Experiencing Webmail Issue


UPDATE : Core critical package is corrupt, we are working with server platform provider to resolve

TIME to Resolve : resolved


[RESOLVED] COMODO SSL Provider outage

3 months, 3 weeks ago

Dear Customers,

Security SSL provider Comodo CA experienced a severe outage in resolving SSL validation at 12:22ET today. As a result websites and other services that use Comodo SSL certificates may have experienced slowdowns or in some cases complete outages with the performance of their services as a result of Comodo servers not responding appropriately. Even as iTMG services were fully up during this time you may have still experienced the inability to use them as a result of this Comodo outage.

You may have received errors during the connection to your websites or services via HTTPS due to issues with accessing Comodo CA OCSP and CRL servers as well as other latency related issues at Comodo.

We were monitoring their status and will continue to monitor their follow up to their outage to determine if any further action is required by holders of Comodo products.

Feel free to contact ticket system if you have any questions.

 

UPDATE: 14:01 ET

We are happy to report that the issue has been resolved by Comodo.

If you continue face any related issues please submit a ticket right away.

Thank you for your patience in the matter.

regards,

-- your iTristan Media Group team

 
FOLLOW UP: 17:48ET

Due to the severity of this outage and the impace this has had to some client businesses we will be monitoring the overall Comodo response. If there is a concern that changes to recommendations of SSL and security product providers is warranted we will make changes to our ongoing policies.


[RESOLVED] Data ISP level interruption

4 months ago
Data Pipe incident interrupting approx 95% of services.

Support continues to investiate issue with our primary ISP

RESOLVED 2018-04-13 18:50

Domain Notices  

.CH + .LI Registry

0 sec ago

THIS IS A SCHEDULED EVENT Oct 11, 05:00 - 05:30 UTC

Jul 23, 13:04 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



.CH + .LI Registry

0 sec ago

THIS IS A SCHEDULED EVENT Sep 20, 05:00 - 05:30 UTC

Jul 23, 13:02 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



.UK Registry

0 sec ago

THIS IS A SCHEDULED EVENT Sep 4, 04:00 - 07:00 UTC

Aug 3, 18:06 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



Verisign Registry

0 sec ago

THIS IS A SCHEDULED EVENT Aug 30, 21:00 UTC  -  Aug 31, 01:00 UTC

Aug 3, 18:12 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.

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



Neustar Registry

0 sec ago

THIS IS A SCHEDULED EVENT Aug 30, 12:00 - 14:00 UTC

Aug 3, 18:23 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.

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



Announcements

[COMPLETE] Upgrade to live chat

2 months, 1 week ago

We are currently under way upgrading our live chat on-site feature.

As we have expanded use of client interaction tools, we are revisiting live chat support and the platforms in place behind it. You may encounter some situations where the look and feel has changed, and also interruptions as we adjust site code to show the new platform properly.

Date and Time: Monday, June 4th starting at 09:00ET/06:00PT

Planned transition: 3 days

Services affected: no services will be affected

 

We thank you for your patience and understanding as we expand and improve service and customer interaction.

-- your iTristan Media Group team

 

 

 



[COMPLETE] Planned Network Upgrade Outage Announcement Apr 2, 2018

4 months, 2 weeks ago


We will be performing a planned maintenance to upgrade our available bandwidth throughput on our main services.


Why? Demand has grown so much it's exciting, and now it's time to expand to fill your needs even more. We will be doubling our capacity in this maintenanceto give you even more room to grow.

Date and Time: Monday, April 2nd starting at 17:00ET/14:00PT

Planned Downtime: 3 hours but expected to be shorter

Services affected: Most web, application, email, ftp and streaming services will be affected during this time. Your website, application, ecommerce and email will be occasionally unresponsive as the network pipe is upgraded.
This includes secure4, secure10, secure2, Dedicated (managed and unmanaged) Servers, and Dedicated VPS services.

This will also affect dbcEngine and POS ECommerce Applications.

Network admins will be making every effort to complete the upgrade and restore service as soon as possible.

We thank you for your patience and understanding as we expand.

-- your iTristan Media Group team


 



Security Update | WordPress 4.8.3 Security Release

8 months, 3 weeks ago

MEMO to all WordPress users

WordPress 4.8.3 is now available. This is a security release for all previous versions and we strongly encourage you to update your sites immediately.

As is always recommended with WordPress users and developers, there have been a number of vulnerability patches security releases since 2016. It is important that you review your WordPress regularly for these updates to ensure that your WordPress is not compromised, bringing down your business.

Feel free to reach out to us at https://itristanmedia.com/support for a complementary review of your WordPress installation.

This Release

WordPress versions 4.8.2 and earlier are affected by an issue where $wpdb->prepare() can create unexpected and unsafe queries leading to potential SQL injection (SQLi). WordPress core is not directly vulnerable to this issue, but we’ve added hardening to prevent plugins and themes from accidentally causing a vulnerability. Reported by Anthony Ferrara.

This release includes a change in behaviour for the esc_sql() function. Most developers will not be affected by this change, you can read more details in the developer note.

Thank you to the reporter of this issue for practicing responsible disclosure.

Download WordPress 4.8.3 or venture over to Dashboard → Updates and simply click “Update Now.” Sites that support automatic background updates are already beginning to update to WordPress 4.8.3.


-- Your iTristan Media Group team



CVD number will be required for all transactions

11 months, 1 week ago

Beginning October 14th, 2017 credit card companies will be requiring all transactions to pass the CVD number when processing a transaction, otherwise the payment will be declined.

Existing accounts, if currently stored for recurring transactions will need to be updated with a CVD number if not already saved..

This update is in response to Visa’s latest standards; and it is expected that all major card providers will be requiring the same security standard upgrade, so this policy is being applied by our merchant providers in advance for all card types.

-- your iTristan Media Group team