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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? Open it here.

 

Working with existing tickets helps us keep issues on topic, avoid duplication and the time lag (ie. slow down the process) required to work with multiple threads on the same issue.

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] Secure10 Service Interruption

2 months, 2 weeks ago

UPDATE 2019.06.07: Service is restored and some accounts are being moved to separate services.  

ISSUE: secure10 services experiencing issues affecting mail and website also. we are already working on the issue so please bear with us.

DETAIL: some account service behaviours are posing resource intensive demands and are being moved from this service





Domain Notices  

.COM/.NET Registry Connections

0 sec ago

THIS IS A SCHEDULED EVENT Nov 17, 01:00 - 01:45 UTC

Aug 19, 15:40 UTC
Scheduled - We are currently experiencing connection issues with the registry. Our operations team is investigating the issue.

This affects registrations, renewals, and management of domains. Existing domains will continue to resolve normally.



Verisign Registry

0 sec ago

THIS IS A SCHEDULED EVENT Nov 16, 23:00 UTC  -  Nov 17, 03:00 UTC

Aug 19, 15:45 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



Verisign Registry

0 sec ago

THIS IS A SCHEDULED EVENT Oct 20, 01:00 - 05:00 UTC

Jul 23, 14:16 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

Affected TLD(s): .COM | .NET



Verisign Registry

0 sec ago

THIS IS A SCHEDULED EVENT Sep 22, 01:00 - 01:45 UTC

Aug 22, 13:49 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



Nominet Registry

0 sec ago

THIS IS A SCHEDULED EVENT Sep 11, 18:00 - 21:00 UTC

Aug 21, 13:09 UTC
Update - We will be undergoing scheduled maintenance during this time.

Aug 7, 19:33 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

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

3 weeks, 4 days 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

1 month, 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.

 

 


NEW! One-time payment option now available

4 months ago
We now offer a new payment option for those who want to pay a one-time charge, but not keep their card on file for future payments.

You will now find two options for payment in your chosen currency: "recurring" and "one time".

Recurring is ideal for monthly or other ongoing charges, and you prefer not to have to manually manage each payment every time.

One time is ideal for one-off payments or those who simply prefer to handle each transaction on their own.

Additionally, you can even set your payment preference per product! This means that you could set up a hosting data services account for recurring payments as you know that it's a fixed amount every month on a specific card. But you could have other services or projects set for one-time charges only, because you want to use a different card more manually. More flexible and convenient to manage your cash flow.