Support Cases

Number of support cases, triggered at DNS Belgium’s support department by your registrants.

We count all support cases that can be assigned to you, e.g.: a domain name of your portfolio, a contact of yours, an employee of yours etc.

Monthly Cases

Per month, the total number of support cases per 100.000 registrations. Registrations are calculated by the end of the month.

Heatmap

Number of support cases per day in a calendar. This can give you more insights on the date/period when a lot of support cases were created. E.g., during an outage of a reseller, always a lot of cases after a release, after holidays etc.

Subject

• Abuse: complaints about SPAM, phishing/malware, terror.

• Bad communication channel: resellers with questions which are for their registrars, registrar not reachable etc.

• Bad follow-up: registrant did not receive Bad Whois mail, registrant is surprised his domain name was revoked, complaints (related to Bad Whois) about resellers.

• Bounced emails: blacklisted registrant email addresses, bounces to registrar email addresses (communication, invoicing,…).

• Documentation knowledge: questions from registrars about accounting, legal, CEPANI, documented procedures.

• Incorrect contact data: complaints about contact data, questions about the Bad Whois procedure, algorithm that detected incorrect contact data, complains about resellers, registrars using own contact data for registrant details.

• Overdue Payments: overdue payments of registrars.

• Privacy: very rare. Privacy questions regarding specific domain names.

• Rule violation: pollution of ADRIAN database (identical transactions not changing anything, high number of transactions), complaints about registrars.

• Transfer: Questions about transfer codes, wrong email address, removing transfer lock, transfer from quarantine.