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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  

 

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, 2 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, 5 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



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