How long does DNS propagation take?
▼
DNS propagation typically takes 1–4 hours for most records, but can take up to 24–48 hours in some cases depending on TTL settings and the customer's ISP. Always set realistic expectations and advise customers to check using a tool like whatsmydns.net to monitor progress globally.
What should I do if a customer can't receive emails?
▼
First check the mailbox storage - if it's full, emails will bounce back to the sender and will NOT queue. Next, verify MX records are correctly configured and pointing to the right mail server. Check SPF/DKIM records for authentication issues. If the problem persists, escalate to L2 with full DNS and mailbox details.
When should I escalate a case to L2?
▼
Escalate to L2 when: the issue requires server-level access, involves ModSecurity/Imunify360 blocks, cURL SSL errors, JSON response errors in WordPress, Microsoft 365 tenant issues, malware notifications, or when you've exhausted all L1 troubleshooting steps. Always include full troubleshooting notes in your escalation ticket.
Can I process a refund outside the 14-day window?
▼
No — refunds outside the 14-day window cannot be processed at L1. If the customer references consumer law (Consumer Rights Act, Consumer Contracts Regulations), acknowledge professionally, cancel the product immediately to prevent further charges, and escalate to a manager via ticket. Always ask for the customer's preferred contact email for follow-up.
What's the difference between IMAP and POP3?
▼
IMAP syncs emails across all devices in real time - changes made on one device reflect everywhere. POP3 downloads emails locally to one device and typically removes them from the server. For business customers, always recommend IMAP. Note: IMAP port is always 993 (SSL/TLS) - a common misconfiguration is customers setting port 465 for both incoming and outgoing.
A customer's domain is showing a lander page - has it been hacked?
▼
No — a lander page is simply a default placeholder shown when the domain has no A record pointing to any hosting. It is NOT a sign of hacking or a DNS attack. The fix is straightforward: add an A record in DNS management pointing to the correct hosting server IP address.
How do I handle a customer who references consumer law?
▼
Take it seriously and act immediately. Acknowledge the customer's concern professionally, cancel the product straight away to prevent further charges, and escalate to a manager via ticket with the full charge history included. Do not promise a refund - let the manager handle the investigation. Always ask for the customer's preferred contact email for follow-up communication.
What happens when a domain expires?
▼
The domain stops working immediately - there is no grace period. The customer has 30 days to renew before it enters the redemption period. After that, a redemption fee applies on top of the standard renewal fee. After the redemption period ends, the domain enters a 60–90 day deletion window before becoming publicly available again. Always warn customers that cancelling a domain results in immediate deletion.