Contact PowerDNS Support
To contact PowerDNS Support, you need a valid license key and customer ID tied to an active support contract. If your contract includes commercial PowerDNS support, you should have received an email containing both. If you didn’t receive this email or can’t find it, please get in touch with your account manager or ask us to resend your license details.
Note: PowerDNS is part of the Open-Xchange group. Support is provided through the Open-Xchange ticketing system.
Open A Ticket
Contact PowerDNS Support by emailing support(at)open-xchange.com. Please include the details presented in the box so we can assist you promptly.
If all required information is complete and clear, you will receive a confirmation email from the PowerDNS & Open-Xchange ticketing system. This message will include a ticket number that uniquely identifies your case.
The severity level of an incident defines its impact on your business and determines the urgency with which we address it. Please note that our response times depend on both the incident’s severity and the terms of your service level agreement (SLA).
Support Key: OX-SUPPORT-OR-LICENSE-KEY-XXX
Server: url of the machine
Server Version: server version or package list
Platform: Please choose one from possible values.
Environment: Staging or Production
GUI Version: GUI version or package list
Category: Please choose one from possible values.
Severity: 4, 3, 2, 1 (see description of Severity Levels)
End-User-Impact: Unknown, Single, Multiple, All, VIP
Track-ID: the customer's internal tracking number, e.g. from its Bugzilla
Product: Please choose one from possible values.
Date/time of last changes to configuration or installing updates (with description) or any other changes that were done within at least the last 24 hours: ...
Issue Description: ...
Steps to reproduce: …
Provide a detailed description of the issue/incident and ideally a step-by-step description: ...
Used OS/Browser/Client (with version): ...
Date/time of test (with timezone): ...
Current behaviour / Error or Unexpected Results (Date/time): ...
Expected behaviour: ...
(Test account to reproduce issue: )
Accessing Your Support Tickets
Customers with a valid support license can access all of their support tickets through the PowerDNS & Open-Xchange ticket system.
If you are logging in for the first time, click “Forgot password” to request a new one. Once you have set up your new password, you will be able to access the ticket system.
The system is designed to streamline communication between you and PowerDNS, providing a transparent and efficient way to manage your support requests. It complements direct email communication rather than replacing it.
An integrated Wiki and user guide are available within the interface to help you get started quickly.
Contact us to learn more about our support and services.