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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.  

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

[RESOLVED] Secure4 Server Suspended Temporari

4 months, 3 weeks 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.


[RESOLVED] Secure10 Service FPM and Mail Issu

5 months, 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

7 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

8 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

secure10 service is experiencing an outage

1 year, 4 months ago
UPDATED:

ISSUE :
 secure10 service is experiencing an outage

RESOLVED TIME : 16.00 EST


UPDATE : hardware reboot is in the process; support technicians are investigating the cause

TIME to Resolve : 4 Hrs.


Domain Notices  

.FI Registry

0 sec ago

THIS IS A SCHEDULED EVENT Dec 18, 06:00 - 10:00 UTC

Dec 14, 10:42 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



DNS Belgium Registry

0 sec ago

THIS IS A SCHEDULED EVENT Dec 17, 12:00 - 15:00 UTC

Dec 13, 09:31 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



Sectigo (Comodo) SSL Certificates

14 hours, 1 minute ago

Dec 16, 03:38 UTC
Resolved - We're happy to report our connection to Sectigo (Comodo) has now been fully restored so there are no further issues.

Dec 16, 03:05 UTC
Investigating - Sectigo (Comodo) underwent scheduled maintenance earlier today, and approximately 1-hour after it completed (9pm ET) we starting encountering connection issues to them on our end . For the time being, resellers will be unable to order Sectigo (Comodo) SSL certificates, or edit existing orders with them. We've reached out to them and hope to provide an update on this matter soon.



.COM/.NET Registry

15 hours, 54 minutes ago

Dec 16, 01:45 UTC
Completed - The scheduled maintenance has been completed.

Dec 16, 01:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Nov 16, 08:39 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



.CA Registry

2 days, 8 hours ago

Dec 14, 09:00 UTC
Completed - The scheduled maintenance has been completed.

Dec 14, 04:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

Dec 13, 09:30 UTC
Scheduled - During the maintenance all domains will continue to resolve, but all other services may be unavailable.



Announcements