NS1 status

Articles in this section

Working with NS1 Customer Support

  • Updated
Follow

NS1’s Customer Success Engineers (CSEs) are available 24/7 to help with any issue, question, request, or concern you may have. This article includes:

How to contact NS1 customer support

Use one of the methods below to contact the NS1 support team. Refer to the next section, "What to include in a support ticket," for important details to include in your ticket submission.

Note

For urgent matters, if your account is entitled to phone support, you can call the NS1 support team and speak to a representative at any time. If applicable, the support phone number is displayed in the NS1 portal at the bottom of the screen.

  • Navigate to the NS1 Help Center (https://help.ns1.com). Click Submit a ticket from the main navigation. After submitting, you can view the ticket’s status in the NS1 Help Center by logging in to the Help Center portal.

  • Send an email to support@ns1.com to create an NS1 support ticket linked to your organization and username. After submitting, you can view the ticket’s status in the NS1 Help Center. Once logged in, click your username in the upper right corner and select “My activities” from the menu.

  • For billing inquiries, you can email billing@ns1.com. Of course, any such requests sent to the NS1 support team are acknowledged and forwarded to NS1’s billing department.

Best practices for submitting a support ticket

When submitting a support ticket, please include as much information as possible so that the NS1 CSEs can better assist you. Critical details may vary depending on the product you are using:

Product

Information to include (if applicable)

Managed DNS

Dedicated DNS

Managed DNS for China

  • Urgency or impact

  • NS1 product(s) you are using

  • Network(s)

  • Zone, record, and answer details

  • Monitor and data source/feed details

  • Sample API calls or recount of steps to reproduce errors

  • Screenshots of the error messages

Pulsar

  • Urgency or impact

  • Description of the problem you are having and what you expect the behavior to be

  • Pulsar Decision or Statistics Issues

  • Name of the record(s) if applicable

  • Name or ID of the jobs(s)

  • Pulsar Route Map Issues

  • Name or ID of the Route Map(s)

Enterprise DDI

  • Urgency or impact

  • Software version installed

  • Recent change history on your environment

  • Screenshots of errors, console, etc.

  • Any details you’ve gathered related to the issue

  • Logs

    • NS1 DDI software version 3.2.6+:

      • Terminal:

        • Run supd generate_runtime_logs

        • Download contents of /ns1/data/debug

      • GUI

        • Click Actions > Generate Runtime Reports.

        • Click Reports, and then download the most recent item in the list by clicking the .tar.gz file at the top of the list.

    • NS1 DDI software version 3.2.5 & earlier:

      • docker exec -it ${CONTAINER} supd health

      • Docker container logs from /ns1/data/logs (.tar logs are accessible via container configuration web UI)

      • docker exec -it ${CONTAINER} supd viewconfig -yn

Viewing and managing existing support tickets

  1. Go to http://help.ns1.com, and click Sign in in the top right corner.

  2. Log in using your Zendesk login credentials. Note: If you are an existing NS1 customer, and this is your first time logging into the new NS1 Help Center, refer to this article for instructions.

  3. Click your username and select My activities from the drop-down menu.

    Screen_Shot_2021-04-27_at_3.00.07_PM.png

  4. On the My Requests page, you can view all requests you submitted or that you are CC's on. Here, you can sort your tickets based on their status, view ticket history, as well as follow or reply to tickets.

Note about requester authentication

The NS1 customer support team is available to all NS1 customers 24 hours a day. For security reasons, an NS1 Customer Success Engineer can only discuss account details with registered account users. Anyone contacting the support team must be listed as a registered user in the organization’s associated Managed DNS account. This includes those seeking help with NS1 DDI deployments as NS1 does not have access to your on-premise solution and cannot verify the user. Therefore, organizations with DDI deployments must create a Managed DNS account (via https://my.nsone.net) and create new users for anyone who is permitted to work with the NS1 support team.

When creating a new user in the NS1 Managed DNS platform, the associated email address is automatically registered for support. You can use the email address to log in to the NS1 Help Center (via https://help.ns1.com) to submit support tickets. Refer to Managing users for details.

Related articles