Services

We’re proactive and have experts available to help you build, optimize and iterate on your DNS configuration.

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NS1’s seasoned DNS experts deliver best-in-class support and have vast experience working alongside customers to develop and execute on their wish list.

We've helped customers manage massive migrations from multiple DNS providers to NS1, developed custom analyses to help simplify record management, and partnered with them and their cloud providers to build personalized configurations. We're here for you.

NS1 offers tiers of service to meet your needs, which our team can discuss with you. We can provide onboarding/migration services as well as customized professional services to complement our ongoing support options.

Onboarding Services

Documentation

NS1 maintains a robust Knowledge Base, API documentation and other technical materials (tutorial videos, recorded webinars, white papers) that help guide customers through using the platform. These services are available to all users, at no additional cost.

Training

New to DNS? Check out NS1 Academy, our vendor-agnostic e-learning platform. Visit the video archive in our resource center to learn about more specific applications of NS1’s next-gen DNS services. NS1's expert Solutions Engineers will also lead portal training sessions to help introduce new users to the UI and walk through features relevant to your onboarding.

Communication

Some service plans include access to a dedicated Customer Success Manager (“CSM"). Your dedicated CSM will help you get the most out of NS1's powerful platform, proactively identifying opportunities to optimize your setup and keeping you informed of product enhancements that align with your strategic initiatives.

We've partnered on hundreds of successful migrations and have developed a fine-tuned onboarding process. The first step in that process is a kick-off meeting where we'll work with you to develop a custom migration plan with clearly established timelines and action items for both teams.

To keep our teams fully aligned throughout the migration process, your dedicated CSM will check in each week with a status update to review progress to date and upcoming action items. Some service plans include the option to supplement regular email communication by collaborating via Slack. This tool has been particularly valuable during the final stages of the migration as traffic is shifting to NS1's nameservers.

Migration Process

NS1's portal and API make it easy to import standard zone files, but our team is on-hand to assist with troubleshooting and automation when needed. Our team of experts is also eager to help you build and test custom Filter Chains that address more complex and dynamic routing use cases.

One of the most critical steps of any migration is making sure DNS records have been imported properly and that there won't be any unexpected behavior for end users. We've developed comprehensive consistency checks to ensure just that. Next comes the traffic cutover, typically the most stressful part of any migration, which is made painless thanks to the efforts of NS1's Support team. We'll work closely with your team to monitor the flow of traffic to NS1 and be ready to act should anything unexpected occur.

Professional Services

Dedicated CSM

If your services and support package includes a dedicated Customer Success Manager (“CSM”), your CSM will help you get the most out of NS1's powerful platform, proactively identifying opportunities to optimize your setup and keeping you informed of product enhancements closely aligned with your strategic initiatives. We stay in close touch using tools like Slack's shared channels feature to help facilitate communication between your team and your dedicated account resources (your CSM and Account Executive).

Training

Even after your migration is complete, NS1's expert Solutions Engineers will be available to help getting your team acclimated to our platform. This includes standard portal training sessions to help introduce any new users to the UI (or provide a refresher for existing users) as well as more in-depth sessions focused on features tied to your key initiatives.

Business Reviews & Optimizations

After your migration is completed, we'll conduct a high-level conversation about your goals for the coming year and set a course for how NS1 can help achieve these objectives. We'll reconvene to check our progress 1-2 times during the course of the year and then sync at the end of the year to measure our success and establish new objectives for the year ahead.

Once we have a clear understanding of your objectives, your dedicated CSM will start working to identify areas for improvement in your DNS configuration and partner with your team to implement key enhancements. We work closely with NS1's Product and Engineering teams and have a keen understanding of which products/features will help you achieve your goals.

Reporting

NS1 offers a standard growth report to provide deeper insights on what is driving any significant query increases on your account. For customers with a large number of zones or thousands of records per zone, a custom growth report can be designed to help identify the top drivers of growth. Growth reports can be delivered on a monthly cadence to help with monitoring regular usage and identifying sources of organic growth.

NS1 can also determine if any records in your account have not received queries over the past 30 days. These data can then be used to purge these "dead" records from your account and reduce clutter. Have a reporting need that’s not captured here? Let us know and we’ll see what our developers can whip up.

Support Services

NS1 has a team of DNS experts stationed around the globe who are eager to help resolve any issues you might have. We're not only experts in DNS, we're also power users of the NS1 platform (UI, API, SDKs etc.), so we'll be able to swiftly troubleshoot the problem and get you back on your way. We do not use email auto-responders or call centers, so there will always be a real human who lives and breathes DNS ready to assist. Of equal importance, we are always monitoring our platform and instrumenting automation to ensure you remain insulated from malicious actors (i.e. DDoS).

But don't just take our word for it

NS1 shows a lot of initiative and understanding on how to leverage DNS for business. It's refreshing to see that kind of care - and we've only scratched the surface on what we can do.

Jacob Wall, Encrypt.me

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