Support Resources

Get help with your PocketDNS integration through various support channels and resources.

Getting Support

Partner Dashboard

The fastest way to get help is through your partner dashboard:

• Support Chat: Real-time chat with technical support
• Ticket System: Submit detailed support requests
• Knowledge Base: Searchable articles and guides
• API Explorer: Interactive API testing tool

Access: https://dashboard.pocketdns.com/support

Email Support

For non-urgent issues or detailed technical questions:

• General Support: [email protected]
• Technical Integration: [email protected]
• Billing Questions: [email protected]
• Partnership Inquiries: [email protected]

Response Times:

• General inquiries: 24 hours
• Technical issues: 8 hours
• Critical production issues: 2 hours

Emergency Support

For critical production issues affecting live systems:

• Phone: +1-855-POCKET-DNS (1-855-762-5383)
• Emergency Email: [email protected]
• Slack: Direct access for Enterprise customers

Available: 24/7 for production issues

Support Plans

Standard Support (Free)

Included with all partner accounts:

• Email and chat support during business hours
• Community forum access
• Documentation and guides
• Standard SLA response times

Priority Support (Enterprise)

For high-volume partners:

• 24/7 phone support
• Dedicated account manager
• Priority response times
• Custom integration assistance
• Direct Slack channel

Contact sales for pricing: [email protected]

Self-Service Resources

Documentation

Comprehensive guides and references:

• Getting Started: Quick setup and basic integration
• API Reference: Complete endpoint documentation
• Code Examples: Working examples in multiple languages
• Best Practices: Production deployment guidelines
• Troubleshooting: Common issues and solutions

Reporting Issues

Bug Reports

When reporting bugs, please include:

1. Clear description of the issue
2. Steps to reproduce the problem
3. Expected vs actual behavior
4. Error messages (full stack traces)
5. Environment details (OS, browser, versions)
6. Request IDs from API responses
7. Code snippets (sanitized of sensitive data)

Feature Requests

Submit feature requests through email to [email protected]

Include:

• Use case description
• Expected functionality
• Business impact
• Priority level

Configuration Validator

// Include this in your support requests
const diagnostics = {
  timestamp: new Date().toISOString(),
  environment: process.env.NODE_ENV,
  apiKeyPresent: !!process.env.POCKETDNS_API_KEY,
  apiKeyPrefix: process.env.POCKETDNS_API_KEY?.substring(0, 11),
  nodeVersion: process.version,
  libraryVersions: {
    // Include versions of libraries you're using
  }
};

Network Diagnostics

# Test DNS resolution
nslookup api.pocketdns.com

# Test connectivity
curl -I https://api.pocketdns.com

# Test with specific timeout
curl --max-time 10 https://api.pocketdns.com/health

Integration Assistance

Professional Services

For complex integrations, we offer professional services:

• Custom Integration Development
• API Migration Assistance
• Performance Optimization
• Security Audits
• Training Sessions

Contact: [email protected]

Partner Success Program

Free resources for partners:

• Onboarding Assistance: Help getting started
• Best Practices Review: Code and architecture review
• Performance Analysis: Optimization recommendations
• Regular Check-ins: Quarterly success reviews

Technical Consultation

Schedule one-on-one sessions with our technical team:

• Architecture Review: Design your integration
• Troubleshooting Session: Solve complex issues
• Performance Optimization: Improve API usage
• Security Best Practices: Secure your integration

Book: Available through partner dashboard

Training and Certification

Developer Certification

Become a certified PocketDNS developer:

• Online Course: Self-paced learning modules
• Hands-on Labs: Practical exercises
• Certification Exam: Test your knowledge
• Certificate: Official PocketDNS developer certification

Webinar Series

Monthly technical webinars:

• Integration Deep Dives: Advanced topics
• New Feature Demos: Latest API additions
• Q&A Sessions: Live question and answer
• Guest Speakers: Industry experts and partners

Register: https://webinars.pocketdns.com

Workshop Series

Hands-on workshops for partners:

• Integration Workshop: Build a complete integration
• DNS Management Workshop: Advanced DNS features
• Webhook Workshop: Event handling best practices
• Performance Workshop: Optimization techniques

Partner Resources

Marketing Support

For qualified partners:

• Co-marketing opportunities
• Case study development
• Press release support
• Logo usage guidelines
• Marketing materials

Business Development

• Partner directory listing
• Referral program
• Joint sales opportunities
• Industry event support
• Networking opportunities

Technical Resources

• Beta access to new features
• Technical advisory board participation
• Direct feedback channels to product team
• Priority feature requests
• Advanced technical documentation

Contact Information

Please email [email protected]

Support Best Practices

Before Contacting Support

1. Check the documentation first
2. Search the community forum for similar issues
3. Review the troubleshooting guide
4. Check the status page for known issues
5. Gather diagnostic information

When Contacting Support

1. Be specific about your issue
2. Include relevant details (error messages, request IDs)
3. Mention your urgency level
4. Provide steps to reproduce
5. Include your partner account ID

Follow-Up Protocol

1. Monitor your ticket for updates
2. Respond promptly to requests for information
3. Test suggested solutions thoroughly
4. Confirm resolution when issue is fixed
5. Provide feedback on support quality

SLA and Response Times

Standard Support

Priority	First Response	Resolution Target
Low	48 hours	5 business days
Medium	24 hours	3 business days
High	8 hours	1 business day
Critical	2 hours	4 hours

Priority Support (Enterprise)

Priority	First Response	Resolution Target
Low	24 hours	3 business days
Medium	8 hours	1 business day
High	2 hours	4 hours
Critical	30 minutes	2 hours

Note: Resolution times may vary depending on issue complexity and required third-party coordination.

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Need immediate help? Start with the partner dashboard support chat for fastest response!