DNSMentor
Demo Free trial

Support

Get unstuck.

How do I get help with DNSMentor?

If something is broken, start with the troubleshooter — it narrows a DNS fault down one question at a time and names the check that catches it. Otherwise the help centre carries 24 articles and the assistant answers from them. Customers and trial accounts raise tickets inside the platform, where tenant and plan details attach automatically.

Something is broken

Troubleshooter

Mail not arriving, a site unreachable, a change that has not taken effect. One question at a time, ending in a likely cause and what to do about it.

Diagnose it → New here

Getting started

From an empty tenant to a managed estate with checks, approvals and training in place. About 30 minutes.

Open the guide → Reference

Help centre

24 articles across 7 categories, searchable, including 8 step-by-step runbooks.

Browse everything → Customers

Raise a ticket

From inside the platform, so your tenant, plan and recent activity come attached and nobody has to ask.

How ticketing works →

Ask the help centre

Answers drawn from the articles below, with a link to whichever one it used.

Ask me anything about setting DNSMentor up, connecting a provider, why a change is blocked, or what a check means. I answer from the help centre and show you the article, so you can check my working.

This assistant retrieves and quotes existing help articles — it does not write new answers, so it cannot invent a DNS instruction. If it cannot find something, raise a ticket.

Runbooks for the jobs you actually do

Not "how this feature works" — the order to do a mail cutover in, and what is going to bite you. Each one states how long it takes.

45 min Migrate a client to Microsoft 365 mail How do I cut a client over to Microsoft 365 without losing mail? 30 min Fix an SPF record that has too many lookups How do I fix SPF permerror or too many DNS lookups? 40 min Roll DMARC out to p=reject without breaking mail How do I move a client to DMARC p=reject safely? 60 min Move a zone from one DNS provider to another How do I migrate a DNS zone to a different provider safely? 15 min A client is offline and you think it is DNS What do I do when a client is down and DNS might be the cause? 45 min Onboard a new client estate How do I take on a new client’s DNS? 20 min Point a domain at a new website How do I repoint a domain to a new host without breaking mail? 25 min Produce DNS evidence for an audit How do I evidence DNS change control for ISO 27001 or Cyber Essentials?

Everything else

Getting started

From nothing to a managed estate.

Changes & approvals

Composing, checking, approving, applying.

Training & skill levels

How the capability side works.

Administration

Users, access, evidence and billing.

Troubleshooting

When something is not behaving.

For customers and trials

Raising a ticket from inside the platform

Ticketing lives in the product rather than here, and deliberately so. A ticket raised from inside DNSMentor arrives with your tenant, your plan, the change reference you were looking at and your recent activity already attached — which removes the first two emails of every support conversation.

  1. Open Support from the top bar of the platform.
  2. Press New ticket and choose a category.
  3. Describe what happened and what you expected instead.
  4. Track it in the same place — replies appear against the ticket.
Sign in and raise a ticket → See it in the demo

Cannot sign in at all? Contact us here instead. Never put an API credential in a ticket — we will never ask for one.

Response times

Core & TeamNext working day, UK hours
PracticePriority queue, named contact
Client currently offlineUrgent on every plan, including trials

Last updated