After a recent outage which was not detected during off-hours, DonationPay has updated how our off-hours support relay works. We are configuring secondary DNS providers to act as fallback in case of an issue with our primary DNS, ensuring redundancy and continuous service availability. We are also planning the migration to a more robust domain registrar with a strong track record for security, reliability and uptime, who will be able to more swiftly assist in the event of a crisis. Additionally, we will enable DNSSEC (Domain Name System Security Extensions) to enhance the integrity of our DNS records.
Our internal monitoring systems are being upgraded to include real-time DNS health checks and automated alerts via backup email, text/SMS and other cloud-based platforms, allowing us to respond proactively to any potential domain-related disruptions. These steps are part of our ongoing effort to strengthen our infrastructure and ensure uninterrupted access for our clients.
DonationPay has after-hours staff for emergencies, with additional staffing available during each holiday season (end of September through mid-January). Using the tools above to supplement our afterhours email notification system, which pings on-duty reps via email when a ticket or voicemail comes in, off-hours staff are available to assist when our office is closed.
Here's how to reach us outside of business hours and how the DonationPay team assesses your after hours requests:
- Our customer service platform is our ticketing system at www.donationpay.zendesk.com. To open a support ticket, please email support@donationpay.org with 'URGENT' in the subject line, or visit www.donationpay.zendesk.com and open a ticket there. Your afterhours ticket will be automatically routed to the support rep on duty, who also receives SMS notification. If necessary, your issue will be escalated to the developer on duty, and you'll receive updates as the issue is resolved.
- We provide afterhours support for tickets that indicate a critical, time-sensitive issue––outages, urgent fixes to broken platform elements. If your ticket does not indicate immediate crisis (like requests for page changes, help with refunds or similar), our reps will flag your ticket as urgent and it will be expedited for review by our team during business hours.
- DonationPay does not offer phone support, except by appointment via your account rep. We do have a business number, 877-402-7949, where you may leave a message during off hours to request assistance; if you leave a voicemail, the audio file will be sent to our on-duty staff. Please leave your email address when you leave your phone message; you may receive an email response. If you are calling about an emergency matter, the on-duty team member will open a support ticket for you immediately and respond there.
- DonationPay's standard business hours are 9am to 5pm PST.
- Response time varies– in an emergency situation (such as an outage or similar), you should receive a response within three hours or less.
Please email support@donationpay.org with any questions.
Comments
0 comments
Article is closed for comments.