North Atlantic Networks (support/faq)


		FAQ General \| Customer Support \| Engineering \| Provisioning \| Sales \| Finance Provisioning Q: What is the Provisioning process? Q: My Verizon order was installed yesterday. When will North Atlantic Networks be onsite? Q: How do I find out at what stage my North Atlantic Networks order is? Q: Will an order proceed without a Customer Checklist? Q: How long does it take to set up additional services? Q: North Atlantic Networks is assuming my DNS. How do I ensure the transition is smooth? Q: How do I get a copy of my DNS zone file? Q: How do I initiate a DNS transfer? Q: Will North Atlantic Networks move a web site? Q: What should I do before a DNS transfer request? Q: What is a cross-connect? How long does it take to complete? Q: Which North Atlantic Networks DNS Servers do I use when Registering a New Domain Name with a Registrar? Q: How can I change a www record, mx record, or any other pointer on my domain name? Q: What is the Provisioning process? COMING SOON Q: My Verizon order was installed yesterday. When will North Atlantic Networks be onsite? A: Up to eight (8) days after the Verizon installation date, depending on circuit type. First, the Verizon installation has to be confirmed and tested. Following this, and only after this confirmation, can an installation be scheduled- installations are generally scheduled within three days or less. If the line is a point-to-point line, a cross connect has to be ordered, which can add up to three additional days to the installation process Q: How do I find out what stage my North Atlantic Networks order is at? A: You can request this information from your Account Executive, or contact North Atlantic Networks directly and request details. North Atlantic Networks prefers email contact through the support@nan.com or provisioning@nan.com addresses. Q: Will an order proceed without a Customer Checklist? A: No. North Atlantic Networks is responsible for obtaining this from customers and will provide it to customers within a week of receiving a contract. North Atlantic Networks will also follow up and continue to request this checklist be completed and returned. North Atlantic Networks is available to assist with its completion. North Atlantic Networks also provides an online means of completing this form here. Q: How long does it take to set up additional services? A: Once North Atlantic Networks has received a contract or a completed "Request For Additional Services" form, turnaround times are typically as follows: Web hosting - 48 hours; Dialup Accounts - 24 hours; Email Services - 48 hours; DNS Services: varies depending on registrar. Q: North Atlantic Networks is assuming my DNS. How do I ensure the transition is smooth? A: First, DNS services must be listed on the customer contract for North Atlantic Networks to provide the service. If not listed, the customer will be required to fill out a "Request for Additional Services" form. The additional services request form can be found online here. Once completed, North Atlantic Networks will then contact you and provide instructions for initiating the change. North Atlantic Networks requests that the customer performs this step because they are usually the administrative owner of the DNS services. If difficulty is encountered with this step, North Atlantic Networks will gladly assist. Q: How do I get a copy of my DNS zone file? A: The best way is to contact the provider who currently provides your DNS services. More experienced users can try the "nslookup" or "dig" command. If you are not able to obtain your zone file, North Atlantic Networks can construct one that is usually sufficient. Please forward any information you obtain to support@nan.com for processing. Q: How do I initiate a DNS transfer? A: Be sure to coordinate with North Atlantic Networks so that North Atlantic Networks is ready to accept the DNS information and all associated services. North Atlantic Networks will not be responsible for last minute emergencies due to lack of adequate advance planning. North Atlantic Networks will arrange to have all services ready for the transfer, as long as we have enough advance notice (3 days minimum). This will ensure a seamless transition. Once North Atlantic Networks is ready, you can then contact the current registrar to make the name server changes you require. This usually involves responding to an email confirmation from the current registrar using the email account listed in the "whois" information of your DNS record. North Atlantic Networks is available to assist you with this step. North Atlantic Networks will not be responsible for last minute emergencies due to lack of adequate advance planning. Q: Will North Atlantic Networks move a web site? A: No. Customers are responsible for obtaining a copy of their existing web site and moving it to the new site provided by North Atlantic Networks. Customers should always retain a backup copy of their web site for safekeeping. Q: What should I do before a DNS transfer request? A: There are several things you must do: 1) Be sure your domain name is current and accessible; 2) obtain a copy of your DNS zone file; 3) make a backup copy of your web site, including all scripts and graphics associated with the site; and 4) get a complete list of all email accounts including mappings and forwardings. For more information about these steps see related Q&A's below. Q: What is a cross-connect? How long does it take to complete? A: A cross-connect is the connection from the telco room at one of our collocation centers to our cage within the center. It can take anywhere from 24 to 48 hours to complete. Q: What North Atlantic Networks DNS Servers do I use when Registering a New Domain Name with a Registrar? A: Please use the following DNS Servers when Registering a New Domain Name or Transferring a Domain name to North Atlantic Networks: Primary Name Server : diorizo.nan.com Primary Name Server IP address : 207.180.2.30 Secondary Name Server : chartis.nan.com Secondary Name Server IP address: 207.180.2.170 Q: How can I change a www record, mx record, or any other pointer on my domain name? A: We require an email to support@nan.com or a Fax on Company Letterhead to 508-339-0176 from your administrative contact with the requested changes.