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Service Plus Team – The Definitive Guide

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Service Plus Team – The Definitive Guide Powered By Docstoc
					                             Service Plus Team

Contents:                                                             Page:

1) Who we are, What we do, How we do it                                      4
2) DNS Overview                                                              6
3) Office                                                                   12
                3.1 Opening Office                              12
                3.2 Scripts in Office:                          13
                      host -a –l                                13
                      dig                                       14
                      dele                                      16
                      nscheck                                   16
                      mxcheck                                   16
                      webcheck                                  16
                      whois (wi)                                17
                      tn                                        20
                      ping                                      20
                      telnet                                    21
                      Mail Spoofing                             21
                      traceroute                                22

4) Standard Dial-up                                                         23
                4.1 Product Overview & Prices                   23
                4.2 SDU Customer Contact Points                 23


5) Showroom (DIVAS)                                                         24

                5.1 Product Overview & Prices                   24
                5.2 How Showrooms should be configured          24
                5.3 How to configure Showrooms in Acts          24
                5.4 HTTP 1.1                                    31
                5.5 Showroom Customer Contact Points            32

6) Super Showrooms                                                          33

                6.1 Product Overview & Prices                   33
                6.2 How Super Showrooms should
                    be configured                               33
                6.3 NDU/SDU Customers and MX records            34
                6.4 The cgi.www.domain entry in Acts            34
                6.5 How NDU mail works                          35

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                6.6 How to configure Super Showrooms
                    in Acts                                     35
                6.7 Super Showroom Customer Contact
                    Points                                      38

7) Superstore (Leased Line)                                                 39

                7.1 Product Overview & Prices                   39
                7.2 How Superstores should be configured        40
                7.3 How to configure Superstores in Acts        41
                7.4 Superstore Customer Contact Points          44

8) ADSL                                                                     45

                8.1 Product Overview & Prices                   45
                8.2 How ADSL should be configured               47
                8.3 How to configure Superstores in Acts        48
                8.4 ADSL Order Process                          50
                8.5 ADSL Customer Contact points                52

9) Other Services                                                           53

                9.1 Demon Commerce                              53
                9.2 Additional Mail Forwarding                  53
                9.3 Additional Web Forwarding                   53
                9.4 Mail Re-writing                             53
                9.5 How Mail Re-writing should be
                    configured in Acts                          54
                9.6 Dfax                                        56
                9.7 How to configure Dfax in Acts               57
                9.8 Business Dial-Up                            59

10)     Demon Server Hosting                                                60

                10.1 Product Overview                           60
                10.2 Prices                                     61
                10.3 Demon Server Hosting Customer
                     Contract Points                            61
                10.4 Demon Server Hosting in Acts               62
                10.5 DNS Options for Demon Server
                     Hosting Customers                          63

11)     Acts Overview                                                       64
12)     Acts & DNS Builds                                                   72


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13)     Hostmasters                                                         73

                13.1 Mailing Custom DNS Requests
                     to Hostmasters                             73
                13.2 What we won’t / can’t do in DNS            74
                13.3 More IPs                                   75
                13.4 Shadow Primary                             75
                13.5 Reverse DNS                                77
                13.6 Load Balancing                             78
                13.7 Home User DNS request                      79

14) Domain Transfers                                                        80
                14.1 Nominet                                    80
                14.2 Network Solutions (includes changing
                     Registrar to NetSol)                       81
                14.3 police.uk                                  82
                14.4 .tv                                        83
                14.5 Error 504 in Acts                          83

15) Cancellations                                                           84
16) Order Process                                                           86
                16.1 New Orders                                 86
                16.2 Migrations                                 87

17) Customer Relations                                                      88
18) Sales                                                                   89
19) Service Plus Systems                                                    90
20) Billing                                                                 92
21) Other Useful Information                                                95
       Includes:
             New Comweb Service ID
             Linking Accounts in Portal
             Routed Domains in Acts

22) Troubleshooting                                                         96
23) Useful Numbers, Email addresses and
    Fax numbers                                                           101
24) Romps                                                                 104
25) Index                                                                 105
26) Appendix                                                              107



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Demon Internet - Service Plus Level 2 Training - Yellow Pages
1) Who we are, What we do, How we do it

    WHO WE ARE

   Working within the Business Support Unit we are a point of contact for
    existing Demon Business Customers.
   We are open from 8am to 6.30 pm Monday to Friday.


    WHAT WE DO

   Deal with DNS enquiries either over the phone or by email.
   Action DNS requests that are sent in on Company Headed Paper.
   Answer Domain transfer queries by customers and if necessary, monitor
    these until the domain has transferred.
   Escalated Billing Enquiries that can not be easily resolved by Customer
    Services.
   Chase up any Orders and Cancellations that are outside of the specified
    time frame.
   Answer ADSL customer enquiries relating to the progress of their ADSL
    orders.
   Action Mail Rewrite updates, additions or deletions that are faxed in on
    Company Headed paper.


    HOW WE DO IT

   SPT are split into 3 shifts to cover 8am – 6.30pm.
   Individuals on the team change roles on a weekly basis to cover the
    various responsibilities that we have. The team is separated into areas to
    cover:

        - Inside Lines. To answer calls made internally from departments
    within Southend (Customer Services, Helpdesk, Commercial Helpdesk
    etc.) to answer enquiries or to take an escalated call if it pertains to our
    role.

    To call Service Plus from within the Southend Call Centre there are 2
    numbers:
       #1025 – If they wish to ask us a question when they don’t have a
       customer on the phone.
       #8025 - If they have a customer on the phone to transfer through.

    To call Service Plus from London they should call 4755.

       - Outside Lines. To answer calls made by customers to the old
    Customer Relations DDI (0845 272 2007) and to the external SPT number
    (0845 271 0666).


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       - Faxes. Someone will be on Fax duty in order to answer DNS
    requests etc made by customers.

          - Call-backs. If we are unavailable to take a call from someone
    internally or in London they should fill in our Callback Request Page:
    www.support.demon.net/enquiries then select Callbacks. They need to
    fill in the form and tick ‘SPT’. It is someone’s responsibility each day to
    action these.

       - Email. On a daily basis Emails sent to serviceplus@demon.net from
    customers or bounced from sales, helpdesk or commercial support, are
    answered.

   In most instances individuals on SPT will remain the Customer’s point of
    contact until their problem has been resolved.
   We do this by liasing with other departments such as:
    - Hostmasters
    - Customer Administration
    - Billing
    - ADSL Provisioning
    to name but a few. These are the main departments that we deal with but
    we will deal with who ever we have to, to get the job done!
   The applications we use on Service Plus are mainly
    - Acts
    - Portal
    - Office/Sos-Shells
    - SPT Call-back Tracker
    - SPT Fax Tracker
    - Customer Relations Call-back Tracker
    - Mail Heaven
    - Business Sales Order Tracker
    - ADSL Order Tracker
    - Invoice Requester




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Demon Internet - Service Plus Level 2 Training - Yellow Pages
2) DNS Overview

What is DNS?
DNS (Domain Name System) although can appear to be rather complicated,
is simply the method used to translate hosts (computer names that we find
easy to remember) to IP addresses (that computers use to communicate with
each other). So if we want to reach an address e.g. homepages.demon.co.uk
then this needs to resolve via DNS.

How does it work?
When the internet was just starting in 1960’s/’70’s there were only a few
dozen machines and there was one file (hosts.txt) on one machine which
listed all the machines and their IP address. Obviously as the Internet grew
this became rather impractical.

This database is now distributed world-wide and is helped with replication and
caching (This should be clearer later on).

The DNS database takes the form of an inverted ‘tree’. The ‘Root Servers’
are distributed world-wide and are in control of top level domains.




Domains can then be divided into subdomains, which in turn can then be
divided into further subdomains (or hosts). To resolve domains, DNS read
these domains in reverse (from the root onwards) i.e.
.uk.co.demon.homepages whilst we see them as homepages.demon.co.uk.
(from the leaf to the root).




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In DNS, each domain can be administered by a different organisation. Each
organisation can then break its domain into a number of subdomains and dole
out responsibility for those subdomains to other organisations. For example,
the Internet's Network Information Centre runs the net (Networks) domain, but
assigns Demon authority over the demon.net subdomain. Demon can then
add various further subdomains to there main domain:-




It basically works in a similar way to the Post Office delivering a letter to your
home.

If they don’t know your Postcode they would start in: Essex,
Then: Southend-on-Sea,
Then: Street Name
Then: House Number




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What Happens
So every machine does not know about every other machine on the Internet.
So if it is looking for an address that it has not come across before it will start
at the root servers and they will tell the machine where to start looking.




Caching

If every Name Server had to go through this process to resolve a Domain
name then it would take up a lot of processing time and eventually the Internet
would ‘fall over’. One way of speeding the look up process and preventing all
these name servers from taking so many ‘hits’ is to use Caches.

Each time a name server performs a lookup it may talk to a number of
machines, from these machines it learns what zones those servers are
authoritative for. It stores that data, so in the future it goes straight to a server
it knows is authoritative. For example, a lookup is performed by a server for
homepages.demon.co.uk, using the data found above it learns that
gate.demon.co.uk is authoritative for all the demon.co.uk addresses. This
means that          if   the    same     server     receives a        query about
www.something.demon.co.uk it can go straight to the demon server for a
lookup.

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Obviously details cannot be cached forever, otherwise updates would never
propagate through the system. This is where the TTL (Time To Live) part of
the zone file comes into play. The administrators of a Zone file sets a TTL and
then any name server getting the zone data is only allowed to cache the
information for that period of time. After the time has expired the name server
has to do a new lookup.

Zone Files
Once a name server that is doing a look up on a hostname has found the
Name Server that is authoritative for it, it will retrieve the relevant information
from a zone file. e.g.:

stannard.com 54000 IN       SOA ns0.demon.co.uk hostmaster.demon.net(
               2000110103 ;serial (version)
               10800 ;refresh period
               1200 ;retry refresh this often
               864000 ;expiration period
               54000 ;minimum TTL
               )
stannard.com 604800 IN        NS      ns0.demon.co.uk
stannard.com 604800 IN        NS      ns1.demon.co.uk
stannard.com 604800 IN        NS      ns2.demon.net
stannard.com 54000 IN         MX      10 mailgate.stannard.com
stannard.com 54000 IN         MX      100 relay-1.mail.demon.net
stannard.com 54000 IN         MX      100 relay-2.mail.demon.net
localhost.stannard.com    54000 IN        A     127.0.0.1
*.stannard.com 54000 IN       MX      10 mailgate.stannard.com
*.stannard.com 54000 IN       MX      100 relay-1.mail.demon.net
*.stannard.com 54000 IN       MX      100 relay-2.mail.demon.net
www.stannard.com          54000 IN        A     193.195.11.165
cgi.www.stannard.com      54000 IN        CNAME cgi.www.demon.net
mailgate.stannard.com    54000 IN        A     62.49.255.134
demon-gw.stannard.com 54000 IN            A     62.49.255.133
stannard.com 54000 IN         SOA ns0.demon.co.uk hostmaster.demon.net(
               2000110103 ;serial (version)
               10800 ;refresh period
               1200 ;retry refresh this often
               864000 ;expiration period
               54000 ;minimum TTL
               )

In this instance stannard.com is made up!

A zone file has a lot of information on it but the information that you only need
to be concerned with are the MX, A records and possibly CNAMES.

MX Records

The MX records contain the information on what machine mail going to these
addresses should be directed to, and in which order.

stannard.com   54000 IN     MX      10 mailgate.stannard.com
stannard.com   54000 IN     MX      100 relay-1.mail.demon.net
stannard.com   54000 IN     MX      100 relay-2.mail.demon.net



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In this instance I have an ADSL connection (not really, but let’s pretend!) and
mail for my domain name (which is also pretend) will go straight to my mail
server (which surprise, surprise, is also imaginary) as it is the highest priority.
(The lower the number the higher the priority). If my mail server or ADSL
connection is down then the mail will back up on the relays.

The relays will look out for my mailgate IP address and if it comes back up
will kick the mail down to me. (NB this is not an immediate process though.
Once my mailserver returns it could be a few hours before all my mail is
delivered from the relays. It’s just the way that the relays work).
*.stannard.com 54000 IN      MX      10 mailgate.stannard.com
*.stannard.com 54000 IN      MX      100 relay-1.mail.demon.net
*.stannard.com 54000 IN      MX      100 relay-2.mail.demon.net

The * in DNS indicates wildcard. So these MX records will be if anyone
sends mail to a subdomain.

e.g.
If someone sends mail to paul@sales.stannard.com, it will end up at the same
place as my stannard.com mail as they have the same MX records.

A Records

This is where domain names, host names, subdomains are physically
mapped to addresses.

In the previous example mail for my domain is going to my mailserver as the
highest priority. So anyone wanting to send me mail is told to try
mailgate.stannard.com first.

mailgate.stannard.com     54000 IN     A     62.49.255.134

This A record on the                 zone     file   gives      the   physical   address   for
mailgate.stannard.com.

CNAMES

This is basically an alias (CNAME stands for Canonical Name). When a name
server looks up a name and finds a CNAME record, it replaces the name with
the canonical name and looks up the new name.

cgi.www.stannard.com      54000 IN         CNAME cgi.www.demon.net

You should see this record on zone files for all customers who have
commercial web space with us. Basically, it is there for aesthetic purposes.
In this example on my Web site (which again is imaginary) if I need to
reference the CGI bin in my HTML script I would enter cgi.www.stannard.com
rather than cgi.www.demon.net. So this would give the appearance that I
am running my own web server.


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Serial Number

This is the version of the file that must be amended every time the zone file
gets updated so that other name servers know that the zone file has been
updated. It is actually the date backwards. So in the example on page 9 it
was the 3rd update on the 1st of November 2000 (2000110301). If the serial
number ends 17 it means that the zone file was built by a force build in Acts
(so it is a showroom or diva customer). More information on force builds is on
page 70.




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3) Office
3.1 Opening and Closing Office (in Southend)

Before you start you need to find out the IP address of the machine that you
are sitting on. Click on Start, got to Programmes and open a Command
Prompt or DOS. Type ipconfig and hit Return. This will return your IP
address. If you remember the last octet (the 4th block of numbers in the IP
address). If you remember this address then you don’t have to do this again
(unless you move machines!).

Click on Start, got to Programmes, X-Win32 and open X-Win32.

Click on Start, Run and type telnet sos.support.demon.net. This will bring
up a telnet window. Type your username (hit return) and password (return)
in order to log on to sos. Once you have logged in type s3 and the last octet
of your IP address (if an error comes up, this is because you have not
opened X-Win!). This will open your X-Windows. In one of your Windows type
office, and hit return, enter your Password to log on to Office and hit return.

Always close your telnet and sos windows by hitting Ctrl and D. If you close
them using the ‘x’ in the top right hand corner then you will leave a process
running on sos.

To check if you have left any processes running you can type :
ps -auxw |grep [YOUR LOGIN NAME]

e.g.:

ps@sos>ps -auxw |grep ps
root    2522 21.2 0.2 1552 972 pts/228 R 11:40:04 0:09 /usr/bin/ps -ef
root    2656 2.1 0.3 1568 1204 pts/356 O 11:40:41 0:00 ps -auxw
ps     2657 0.2 0.1 888 552 pts/356 S 11:40:41 0:00 grep ps
ps      4811 0.1 0.5 3516 2288 ?     S 09:09:25 0:00 /usr/openwin/bin/xterm -fg orange -bg black -
sb -T callback@SOS -n off
ps     4813 0.1 0.3 2316 1412 pts/356 S 09:09:25 0:00 -bash
ps     4812 0.0 0.4 3452 1972 ?      S 09:09:25 0:00 /usr/openwin/bin/xterm -fg yellow -bg black -
sb -T callbackSOS -n offi
ps     4815 0.0 0.3 2316 1264 pts/357 S 09:09:25 0:00 -bash
ps     28077 0.0 0.0 3500 ? ?      S Sep 26 0:03 /usr/openwin/bin/xterm -fg orange -bg black -sb -
T callback@SOS -n off
ps     28079 0.0 0.0 2316 ? pts/257 S Sep 26 0:00 -bash

My login name is ps and this shows that I have processes currently running
and the 2 processes that have dates (I have made these bold) means that I
have 2 processes still running on sos (these are sometimes referred to as
‘zombies’).

To kill the processes (as well as the ones you’re currently running) type:
kill -hup -1 in your SOS window and hit return (if you’re in office you’ll have to
Ctrl and D to get back into SOS). You will of course then have to reopen sos
if you wish to continue using it that day.

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3.2 Scripts in Office

                                                 host -a –l

host -a -l domain name :- This is used to call up the whole zone file.
Generally it will only respond if we have delegation of the domain as we are
querying our name servers. (However other name servers may respond and
serve the zone file. So don’t always assume that the zone file that you are
looking at is on our Name Servers, check the NS entries).

e.g.
bash-2.04$ host -a -l fulcrumtv.com
rcode = 0 (Success), ancount=3
Found 1 addresses for NS1.DEMON.CO.UK
Found 1 addresses for NS2.DEMON.NET
Found 1 addresses for NS0.DEMON.CO.UK
Trying 158.152.1.193
fulcrumtv.com 54000 IN         SOA ns0.demon.co.uk hostmaster.demon.net(
               2000110103 ;serial (version)
               10800 ;refresh period
               1200 ;retry refresh this often
               864000 ;expiration period
               54000 ;minimum TTL
                )
fulcrumtv.com 604800 IN         NS ns0.demon.co.uk
fulcrumtv.com 604800 IN         NS ns1.demon.co.uk
fulcrumtv.com 604800 IN         NS ns2.demon.net
fulcrumtv.com 54000 IN         MX 10 mailgate.fulcrumtv.com
fulcrumtv.com 54000 IN         MX 100 relay-1.mail.demon.net
fulcrumtv.com 54000 IN         MX 100 relay-2.mail.demon.net
*.fulcrumtv.com 54000 IN        MX 10 mailgate.fulcrumtv.com
*.fulcrumtv.com 54000 IN        MX 100 relay-1.mail.demon.net
*.fulcrumtv.com 54000 IN        MX 100 relay-2.mail.demon.net
localhost.fulcrumtv.com 54000 IN       A      127.0.0.1
demon-gw.fulcrumtv.com 54000 IN          A      62.49.255.133
mailgate.fulcrumtv.com 54000 IN        A      62.49.255.134
www.fulcrumtv.com         54000 IN     A      193.195.11.165
cgi.www.fulcrumtv.com 54000 IN          CNAME cgi.www.demon.net
fulcrumtv.com 54000 IN         SOA ns0.demon.co.uk hostmaster.demon.net(
               2000110103 ;serial (version)
               10800 ;refresh period
               1200 ;retry refresh this often
               864000 ;expiration period
               54000 ;minimum TTL
                )


If this search returns the domain with ‘temporary zone data’ then it generally
means that we do not yet have delegation or it is only on two of our name
servers. Try a dele domain name and this will check delegation with the root
servers. (An example of this will be shown later.) For more information on this
check the Domain Transfers section.

As we’ve seen the –a –l switch will bring up the whole zone file.

host domain name will resolve the ‘forward’ i.e. the domain name to an IP
address.

e.g.

bash-2.04$ host www.frmlimited.com
www.frmlimited.com has address 216.167.114.177

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You can check the zone file to see what forward A records are set up but this
is useful to check if a particular A record like a mailgate or www has been set
up in DNS.

If a customer faxes in to have to have his mail forwarding amended to go
offsite e.g. an MX record for his domain to go to mailhost.offsitedomain.com,
then we don’t need to add the A record on the zone file for that host. We
would only add the MX records on the customer’s zone file. The A record for
mailhost.offsitedomain.com would be on the zone file of offsitedomain.com.

If a customer has faxed in requesting this then you should always do a host
mailhost.offsitedomain.com to check that the MX record that they have
given you resolves. You’d be surprised how many times that it doesn’t! If the
other ISP hasn’t done it or can’t then you can always get the customer to find
out the IP address then add an A record to that IP address with the MX
records pointing to that host. (This might all seem a bit convoluted but if you
can picture it in your head it does make sense!)
host IP address will look up the reverse i.e. it will return a domain name or
host name for a particular IP address.
e.g.

bash-2.04$ host 62.49.200.220
220.200.49.62.IN-ADDR.ARPA domain name pointer notes01.dns-it.co.uk

LL and ADSL customers get a range of IPs and often request reverse DNS.
They can use the IPs as they wish (as mail, web, FTP, DNS servers etc.).
They need reverse on their IPs if they wish to connect to certain FTP servers
etc. (as they do a look-up to see who is connecting).

host –t mx is a handy switch that can be used to check what mx records are
currently set up for a domain. This is a similar check that mail servers use.

bash-2.04$ host -t mx bdusos.co.uk
bdusos.co.uk mail is handled (pri=50) by relay-2.mail.demon.net
bdusos.co.uk mail is handled (pri=50) by relay-1.mail.demon.net


                                                     dig

To see a zone file for a domain name which we do not hold on our name
servers then there are two ways to do this:

First (slightly longer way):

         dig @a.root-servers.net domain name
then dig @authoritative          domain name
then dig @name server            domain name axfr
if that doesn’t work then try:
         dig @name server        domain name any


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NB Not all name servers return information from using the axfr or any switch.
The any switch does not call up a zone file like the axfr switch but will display
the SOA, NS, MX, A records etc.

e.g.
bash-2.04$ dig @a.root-servers.net bdusos.co.uk

; <<>> DiG 8.2 <<>> @a.root-servers.net bdusos.co.uk
; (1 server found)
;; res options: init recurs defnam dnsrch
;; got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 6
;; flags: qr rd; QUERY: 1, ANSWER: 0, AUTHORITY: 4, ADDITIONAL: 5
;; QUERY SECTION:
;; bdusos.co.uk, type = A, class = IN

;; AUTHORITY SECTION:
UK.          2D IN NS         NS1.NIC.UK.
UK.          2D IN NS         NS.EU.NET.
UK.          2D IN NS         NS0.JA.NET.
UK.          2D IN NS         NS.UU.NET.

;; ADDITIONAL SECTION:
NS1.NIC.UK.      2D IN A          195.66.240.130
NS.EU.NET.       2D IN A          192.16.202.11
NS0.JA.NET.      2D IN A          128.86.1.20
NS0.JA.NET.      2D IN A          193.63.94.20
NS.UU.NET.       2D IN A          137.39.1.3

;; Total query time: 178 msec
;; FROM: finch-staff-1.server.demon.net to SERVER: a.root-servers.net 198.41.0.4
;; WHEN: Tue Feb 6 11:14:59 2001
;; MSG SIZE sent: 30 rcvd: 198

bash-2.04$ dig @NS1.NIC.UK bdusos.co.uk

; <<>> DiG 8.2 <<>> @NS1.NIC.UK bdusos.co.uk
; (1 server found)
;; res options: init recurs defnam dnsrch
;; got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 6
;; flags: qr rd; QUERY: 1, ANSWER: 0, AUTHORITY: 3, ADDITIONAL: 2
;; QUERY SECTION:
;; bdusos.co.uk, type = A, class = IN

;; AUTHORITY SECTION:
bdusos.co.uk.  4H IN NS          ns0.demon.co.uk.
bdusos.co.uk.  4H IN NS          ns1.demon.co.uk.
bdusos.co.uk.  4H IN NS          ns2.demon.net.

;; ADDITIONAL SECTION:
ns0.demon.co.uk. 4H IN A           158.152.1.65
ns1.demon.co.uk. 4H IN A           158.152.1.193

;; Total query time: 6 msec
;; FROM: finch-staff-1.server.demon.net to SERVER: NS1.NIC.UK 195.66.240.130
;; WHEN: Tue Feb 6 11:15:18 2001
;; MSG SIZE sent: 30 rcvd: 131

bash-2.04$ dig @ns0.demon.co.uk bdusos.co.uk axfr

; <<>> DiG 8.2 <<>> @ns0.demon.co.uk bdusos.co.uk axfr
; (1 server found)
$ORIGIN bdusos.co.uk.
@                1D IN SOA     ns0.demon.co.uk. hostmaster.demon.net. (
                        2000111301 ; serial
                        3H        ; refresh
                        1H        ; retry
                        1W         ; expiry
                        1D )      ; minimum




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                   1W IN NS      ns0.demon.co.uk.
                   1W IN NS      ns1.demon.co.uk.
                   1W IN NS      ns2.demon.net.
                    1D IN MX      50 relay-1.mail.demon.net.
                   1D IN MX       50 relay-2.mail.demon.net.
localhost          1D IN A     127.0.0.1
*                  1D IN MX       50 relay-1.mail.demon.net.
                   1D IN MX       50 relay-2.mail.demon.net.
www                1D IN MX       50 relay-1.mail.demon.net.
                   1D IN MX       50 relay-2.mail.demon.net.
                   1D IN A     194.159.243.139
@                  1D IN SOA      ns0.demon.co.uk. hostmaster.demon.net. (
                     2000111301 ; serial
                     3H        ; refresh
                     1H        ; retry
                     1W         ; expiry
                     1D )      ; minimum

;; Received 13 answers (13 records).
;; FROM: finch-staff-1.server.demon.net to SERVER: 158.152.1.65
;; WHEN: Tue Feb 6 11:29:03 2001

(OK, I know that it turns out that Demon are authoritative for that and that you
could have done host –a –l from office but it is only an example!)

                                                     dele
There is a quicker way of doing that. The dele command in office checks the
root servers to see who is authoritative.
e.g
bash-2.04$ dele bdusos.co.uk
bdusos.co.uk.      4H IN NS    ns2.demon.net.
bdusos.co.uk.      4H IN NS    ns0.demon.co.uk.
bdusos.co.uk.      4H IN NS    ns1.demon.co.uk.
bash-2.04$ dig @ns2.demon.net bdusos.co.uk axfr


You can then dig at any of the name servers that this returns with the axfr
extension. This will then return the same zone file as above.

                                               nscheck
                                               mxcheck
                                               webcheck
To find out what DNS our name servers and caches are serving and the time
to live for that information then nscheck, mxcheck and webcheck can be
used. This is useful to see if our caches are still serving old information and
when they will refresh.

An example of this is if a customer phones who has recently changed his
mxrecords and says that some of his customers are having problems mailing
him but others are OK. If the caches were not in sync then any of his clients
that use Demon as their ISP would have a 50% chance of getting the
incorrect information. (Obviously this just shows the time to live on our
caches, the rest of the World has to propagate and we have no way of
checking for example how much longer the old information will reside on BT’s
caches).



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e.g
bash-2.04$ mxcheck wmccommunications.com

NS0 says:
wmccommunications.com. 15H IN MX           100 relay-2.mail.demon.net.
wmccommunications.com. 15H IN MX           10 mailgate.wmccommunications.com.
wmccommunications.com. 15H IN MX           100 relay-1.mail.demon.net.

NS1 says:
wmccommunications.com. 15H IN MX           10 mailgate.wmccommunications.com.
wmccommunications.com. 15H IN MX           100 relay-1.mail.demon.net.
wmccommunications.com. 15H IN MX           100 relay-2.mail.demon.net.

NS2 says:
wmccommunications.com. 15H IN MX           100 relay-2.mail.demon.net.
wmccommunications.com. 15H IN MX           10 mailgate.wmccommunications.com.
wmccommunications.com. 15H IN MX           100 relay-1.mail.demon.net.

CACHE-1 says:
wmccommunications.com.    8h28m45s IN MX     100 relay-1.mail.demon.net.
wmccommunications.com.    8h28m45s IN MX     100 relay-2.mail.demon.net.
wmccommunications.com.    8h28m45s IN MX     5 mail.vossnet.co.uk.
wmccommunications.com.    8h28m45s IN MX     10 mail2.vossnet.co.uk.

CACHE-2 says:
wmccommunications.com. 14h19m3s IN MX 100 relay-1.mail.demon.net.
wmccommunications.com. 14h19m3s IN MX 100 relay-2.mail.demon.net.
wmccommunications.com. 14h19m3s IN MX 10 mailgate.wmccommunications.com.


In this instance amendments to the MX records were emailed to dnsmod in
the morning. In the afternoon, cache-1 is showing the wrong information but
will refresh in 8 and a half hours.
bash-2.04$ webcheck tcardsdirect.com

NS0 says:
www.tcardsdirect.com. 15H IN A         194.159.243.237

NS1 says:
www.tcardsdirect.com. 15H IN A         194.159.243.237

NS2 says:
www.tcardsdirect.com. 15H IN A         194.159.243.237

CACHE-1 says:
www.tcardsdirect.com. 14h49m6s IN A 194.159.243.237

CACHE-2 says:
www.tcardsdirect.com. 9h35s IN CNAME www.strafoplan.com.
www.strafoplan.com. 0S IN A      194.74.63.48


Chris mailed DNSMOD in the morning asking for the CNAME to be removed
and to point the WWW A record to an IP address. So at the lunchtime build
the zone file has been changed but cache-2 has not yet refreshed. This will
refresh in 9 and a half hours.


                                                   whois (wi)

A whois (whois and wi will both work in office) will tell us the registration
details of a domain. It tells us the registrant details (who owns the domain),
the registrar details (there are several registrars and these will be discussed
further in the domain transfers section) when the domain was registered and


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the name servers that it currently resides on. (The whois database does not
always update regularly so the dele command should always be used to
check the root servers to see who has delegation. The root servers would
most likely update before the whois databases.).

e.g.
bash-2.04$ wi fulcrumtv.com

Whois Server Version 1.3

Domain names in the .com, .net, and .org domains can now be registered
with many different competing registrars. Go to http://www.internic.net
for detailed information.

 Domain Name: FULCRUMTV.COM
 Registrar: NETWORK SOLUTIONS, INC.
 Whois Server: whois.networksolutions.com
 Referral URL: www.networksolutions.com
 Name Server: NS0.DEMON.CO.UK
 Name Server: NS1.DEMON.CO.UK
 Name Server: NS2.DEMON.NET
 Updated Date: 25-oct-2000


>>> Last update of whois database: Tue, 6 Feb 2001 07:17:39 EST <<<

The Registry database contains ONLY .COM, .NET, .ORG, .EDU domains and
Registrars.

Shared registry whois.networksolutions.com
The Data in Network Solutions' WHOIS database is provided by Network
Solutions for information purposes, and to assist persons in obtaining
information about or related to a domain name registration record.
Network Solutions does not guarantee its accuracy. By submitting a
WHOIS query, you agree that you will use this Data only for lawful
purposes and that, under no circumstances will you use this Data to:
(1) allow, enable, or otherwise support the transmission of mass
unsolicited, commercial advertising or solicitations via e-mail
(spam); or (2) enable high volume, automated, electronic processes
that apply to Network Solutions (or its systems). Network Solutions
reserves the right to modify these terms at any time. By submitting
this query, you agree to abide by this policy.

Registrant:
Fulcrum Productions (FULCRUMTV-DOM)
 33 Church Street Weston
 Bath, - BA1 4BU
 UK

 Domain Name: FULCRUMTV.COM

 Administrative Contact, Technical Contact, Billing Contact:
  Demon Internet Hostmaster (DEMON-HM) hostmaster@DEMON.NET
  Demon Internet
  Gateway House, 322 Regents Park Road
  Finchley, London N3 2QQ
  UK
  +44-845-272-0666 Fax- - +44-20-8371-1285

 Record last updated on 25-Oct-2000.
 Record expires on 27-Mar-2001.
 Record created on 27-Mar-1998.
 Database last updated on 5-Feb-2001 22:33:40 EST.

 Domain servers in listed order:

 NS0.DEMON.CO.UK               158.152.1.65
 NS1.DEMON.CO.UK               158.152.1.193
 NS2.DEMON.NET                207.69.194.186




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      *NOTE* IS THIS A NETWORK SOLUTIONS DOMAIN?
      Shared registry - NETWORK SOLUTIONS, INC.

      *NOTE* Whois is not delegation!!!
      If you want to check if a domain is delegated use -

      dele fulcrumtv.com



This is a network solutions domain and the bulk of .co.uk domains are
Nominet domains:
bash-2.04$ wi bdusos.co.uk

 Domain Name: BDUSOS.CO.UK

 Registered For: Demon Internet

 Domain Registered By: DEMON

 Registered on 30-Jan-1998.

 Domain servers listed in order:

 NS0.DEMON.CO.UK                    158.152.1.65
 NS1.DEMON.CO.UK                    158.152.1.193
 NS2.DEMON.NET                     207.69.194.186

 WHOIS database last updated at 11:10:01 06-Feb-2001

The NIC.UK Registration Host contains ONLY information for domains
within co.uk, org.uk, net.uk, ltd.uk and plc.uk. Please use the whois
server at rs.internic.net for Internet Information or the whois server
at nic.ddn.mil for MILNET Information.

*NOTE* REMEMBER to check delegation using the dele command!
Just because it says our nameservers above does not guarantee
the domain is delegated.




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                                                      tn

This script can be used to see if we have received any templates for domain
transfers (this will be explained more in the domain transfers section on
p.80). It looks through the hostmasters mailbox to see if they have received
any templates.

e.g
tn frmlimited.com
Tracking number:

Subject: Re: [NIC-010112.11bc] MODIFY Domain frmlimited.com [automatic]
Subject: Re: [NIC-010112.11bc] FRMLIMITED.COM

--------------------------------------
The tracking number is the bit that starts NIC-

If nothing is shown above we either have not got one yet or you need
to do a wider search.
Try leaving the .com/.org/.net suffix off the end of the domain you
will find it gives a better result!


[NIC-010112.11bc] in this instance is the tracking number.

Sometimes entering the full domain name (e.g. frmlimited.com) will not bring
up any results. As it says at the bottom of the results, try typing the domain
without the suffix e.g. just frmlimited. If nothing comes up it means that we
have not received a template.

                                                    ping

Ping is a basic Internet program that lets you verify that a particular host or IP
address exists and can accept requests. When you ping a host it will also
return the IP address. If you are pinging a dial up customer (e.g.
gumble.demon.co.uk) it would return the IP address (158.152.212.53) but if it
returns request times out it means that they are not connected.

It is possible to ping an IP address or hostname from office (which will
continually ping them until you stop it by using ctrl C.)

e.g.
bash-2.04$ ping ns0.demon.co.uk
PING ns0.demon.co.uk (158.152.1.65): 56 data bytes
64 bytes from 158.152.1.65: icmp_seq=0 ttl=249 time=4.340 ms
64 bytes from 158.152.1.65: icmp_seq=1 ttl=249 time=4.292 ms
64 bytes from 158.152.1.65: icmp_seq=2 ttl=249 time=5.441 ms
64 bytes from 158.152.1.65: icmp_seq=3 ttl=249 time=3.985 ms
64 bytes from 158.152.1.65: icmp_seq=4 ttl=249 time=4.500 ms
64 bytes from 158.152.1.65: icmp_seq=5 ttl=249 time=7.499 ms
^C
--- ns0.demon.co.uk ping statistics ---
6 packets transmitted, 6 packets received, 0% packet loss
round-trip min/avg/max/stddev = 3.985/5.010/7.499/1.201 ms

The ^C indicates the ctrl C. Anything over 5% packet loss is bad. >:o(

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                                            telnet

Telnet is very useful and something that you should always use if a customer
asks to change his mailgate IP address.

If you telnet to the IP address on port 25 that will tell you if they are on line
and if they are accepting connections on port 25 (Port for the SMTP protocol).

e.g.

bash-2.04$ telnet 194.217.93.201 25
Trying 194.217.93.201...
Connected to mailgate.hccdf.co.uk.
Escape character is '^]'.
220 fw NT smtp-gw is ready.
exit
221 fw closing connection.
Connection closed by foreign host.

This shows that they are online and are accepting connections. Type quit or
exit (or ‘Ctrl ]’ ) followed by return should close the connection.

If your query is refused or times out then they are either not online or have a
firewall preventing your connection on port 25. Either way they need to fix
that before we add the entry. Otherwise the mail will bounce and end up on
the relays, which are a back up only.

It is possible to telnet to an NDU mailgate to see if their port 25 is open but
remember that it is not always on line as it is a dial-up account.

On SPT we occasionally get queries from customers who say that they are
not receiving mail after recently having their MX records changed to their mail
gate. This is often when they are running something like exchange and they
have not configured it to accept mail for their domain. To see if this is the
case it is worth ‘spoofing’ a mail.

Mail Spoofing

This can be done by Telneting to their mail server as above on port 25.

Type: helo youruser@demon.net              (then hit return) (this says who you are)
Type: mail from: <youruser@demon.net>                        (return)
Type: rcpt to: <postmaster@recipientsdomain>                 (return)
Type: data                                                   (return)
This is where you enter your text and then finish with a full stop on a line on
it’s own
‘.’
Again, it’s quit, exit or Ctrl ] to close the connection.

(The to and from must have the < > brackets).


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e.g.

bash-2.04$ telnet post.demon.co.uk 25
Trying 194.217.242.89...
Connected to post.mail.demon.net.
Escape character is '^]'.
220 anchor-post-31.mail.demon.net ESMTP Wed, 7 Feb 2001 14:10:34 +0000
helo ps@demon.net
250 anchor-post-31.mail.demon.net Hello finch-staff-1.server.demon.net [193.195.224.1]
mail from: <ps@demon.net>
250 <ps@demon.net> is syntactically correct
rcpt to: <ps@gumble.demon.co.uk>
250 <ps@gumble.demon.co.uk> is syntactically correct
data
354 Enter message, ending with "." on a line by itself
Hello,
This is a test message.

Hope this is clear.

Regards,
--
Paul Stannard
.
250 OK id=14QVK4-000A3J-0V
quit
221 anchor-post-31.mail.demon.net closing connection
Connection closed by foreign host.



In this example (to my own demon address) the post.demon.co.uk mail server
is configured to accept mail for *@gumble.demon.co.uk.

At any stage an error could come up if their mail server is not configured
correctly. If it does then the customer needs to fix this before we are able to
kick mail to them or set that mail server as the priority MX record.

If error 501 comes up after typing helo youruser@demon.net, try typing just
helo demon.net. This is Exchange 2000 (and some other servers) not
recognising the @ symbol, it is just looking for a Domain name.

                                             Traceroute
On SPT we rarely need to use this but it is handy to know. By typing
traceroute with a domain name or IP address it is possible to tell if the
destination address is reachable and the number of ‘hops’ (routers) it passes
to reach that address.

e.g.
bash-2.04$ traceroute www.gumble.demon.co.uk
traceroute to www.gumble.demon.co.uk (193.238.216.247), 30 hops max, 40 byte packets
 1 finch-gap-1-if1.router.demon.net (193.195.224.101) 0.541 ms 0.466 ms 0.428 ms
 2 ll-finch-16-100.access.demon.net (195.173.56.5) 1.184 ms 1.016 ms 1.311 ms
 3 finch-service-1-13.router.demon.net (194.159.253.247) 2.327 ms 1.497 ms 1.501 ms
 4 finch-backbone-11-162.router.demon.net (194.159.36.65) 3.339 ms 3.600 ms 3.038 ms
 5 tele-backbone-11-168.router.demon.net (194.159.36.209) 6.363 ms 6.271 ms 6.640 ms
 6 tele-service-12-167.router.demon.net (194.159.36.76) 2.270 ms 2.240 ms 3.071 ms
 7 tele-homepages-1.router.demon.net (158.152.0.23) 2.982 ms 2.570 ms 2.277 ms
 8 www.gumble.demon.co.uk (193.238.216.247) 3.209 ms 2.711 ms 2.754 ms


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4) Standard Dial-up

4.1 Product Overview & Prices
       Dial-Up Connection using Modem or ISDN.
       Unlimited Internet Access.
       Unlimited Email Addresses.
       Ability to pick up mail from the punts, using POP3 or SMTP.
       Ability to use Webmail Service to read/delete mail.
       20MB of Homepages Web Space with 2 real Audio Streams.
       Dfax (Electronic Fax).
       Static IP Address.
       Newsgroup Access.
                                                         £10 per Month + VAT

- On Service Plus we do not deal with Standard Dial Up enquiries, billing
enquiries, Surftime issues, refunds, complaints or chase up new SDU Orders.
- We assist SDU customers if they are having problems with mail routing. i.e.
they are receiving mail for their hostname but they are not receiving mail for
their domain name. If they are not receiving ANY mail then they need to
speak to the technical helpdesk.
- We also speak to SDU customer if they are having problems with Mail
Rewrites.

4.2 SDU Customer Contact Points
Customer Services - 0845 272 2666 – sales@demon.net
General Enquiries, Billing Enquiries, SDU Cancellations and updating Account
Information.

Technical Helpdesk – 0845 272 2444 – helpdesk@demon.net
Technical Assistance for SDU customers for problems with Dial-up
connectivity, sending or receiving email and support with uploading web
pages.

SDU Sales – 0800 027 9200 (internal ext. 5192)
Sell SDUs.




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5) Showroom (including Plus, Pro, Gold and
DIVAS)

5.1 Product Overview & Prices

Showroom

     Standard Dial-Up Account (Premier Connect) with 2 Dfaxes.
     Domain Name.
     Mail Forwarding to his Standard Dial Up account.
     20 MB of Commercial Web Space (with 2,500 MB of Bandwidth).
            Our Commercial Web Servers are Unix.
            Customer can download Access Logs.
            Customer can use PERL.
            Customer can password protect areas of his website.
            Have their own CGI bin rather then a shared one on
Homepages.
     Web Forwarding to his allocation of Web Space on our Servers.

                                                                £20 per Month + VAT

Showroom PLUS

       This is a Showroom but with 50MB of Commercial Web Space (with
       5,000 MB of bandwidth.)

                                                                 £60 per Month +VAT

Showroom PRO

       This is a Showroom but with 200 MB of Commercial Web Space (with
       12,000 MB of bandwidth.)

                                                                £140 per Month +VAT

Showroom GOLD

       This is a Showroom but with 500 MB of Commercial Web Space (with
       30,000 MB of bandwidth.)

                                                                £250 per Month +VAT

- On Service Plus we will assist the customer if they are having problems with
the routing of their Domain for mail/web or if they want to amend MX records
or DNS. (Any DNS amendments need to be faxed in on Company Headed
Paper.)


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- If they are having problems with sending or receiving mail then they need to
speak to the Helpdesk on 0845 272 2444.
- If they are having problems uploading or having technical difficulties with
their website then they need to speak to the Commercial Web Support on
0845 272 2555

5.2 How Showrooms should be configured

This section will cover how Showrooms should be configured both in ACTS
and on the zone file. This will detail how standard Showrooms should be
configured but customers can always have custom DNS.

This does not include their Web services. If they have an allocation of web
space with us then the top half of the Web Services Help screen needs to
match the bottom half. If it is offsite then the Web Forwarding section (bottom
half of the web screen) needs to be ticked offsite with the IP address in there.
With either on site or offsite WF, there needs to be a www A record on the
zone file.

If you don’t know what screen these refer to in ACTS then you need to refer to
the ACTS section (Section 5.3 p.24). If you’re still not sure then consult
someone on SPT.

                                      Showroom / Diva

Zone File:

domainname.com                   MX               50 punt-1.mail.demon.net
domainname.com                   MX               50 punt-2.mail.demon.net
www.domainname.com               A                IP Address of their site
cgi.www.domainname.com           CNAME            cgi.www.demon.net

In Acts:

Mail Routing Services screen:

domainname.com           to      hostname.demon.co.uk

The showroom includes an SDU so this configuration in ACTS tells the Punts
to accept mail for that Domain and where to send it.

In ACTS you can force a build in the Hostmasters Manager screen which will
configure the zone file at the next DNS build as per what is in ACTS.
However this is for Showroom/Diva accounts only. Always check for
custom DNS before forcing a build, any customer could have custom
DNS! Do not force build on any other accounts, as any custom DNS will
be lost. If you think that you’ve forced a build when you shouldn’t have then
you need to see your team manager as Simon Hewison will need to be
contacted as he can stop it (you will of course have to mail it through to
Computacentre first of all).


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Any customer who has an allocation of commercial webspace on our servers
will need the cgi.www. CNAME reference on the zone file. Showroom
accounts should have this set up automatically. If you are mailing
Hostmasters, to add a www A record for LL or Supershowrooms, to an
allocation of web space on our servers then you need to add the CNAME
reference on your mail. This CNAME will allow the customer to reference to
the CGI bin using their own domain name rather then mentioning Demon so it
looks like they are running their own web server.




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5.3 How to configure Showrooms in Acts




                                                                          Fig 5.1

Once you have located the customer, this is the Customer Details screen (Fig
5.1). In this instance the customer has a Showroom account (that has all their
services set up apart from their 2 Dfaxes). You can see straight away from
this screen that the mail forwarding is set up correctly for a showroom account
to go to the SDU (see the previous section (5.2) to see how services should
be configured on zone file and in Acts).

Mail Forwarding

If you wanted to amend the mail forwarding (to offsite, for example if they had
a LL mailgate elsewhere) then double click on the MF or MRT service or click
on the [MRT] button. This will take you to the Mail Routing Services Screen
(Fig 5.2)




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                                                                            Fig 5.2

If this was to be routed off site then you would have to route the domain to
domain (by clicking on the Route to Domain tick box and clicking on copy that
pops up on the right hand side followed by [Update] and [Done] ). DNS will
need to be updated by mailing dnsmod with the offsite mailgate to be added
to the zone file as the highest priority (with back up MX records to the relays
and the A record for the mailgate to resolve!).

If a domain is incorrectly pointing to itself and needs to point to their SDU then
you will need to un-tick the <Route to Domain> tick box and select the
appropriate SDU from the drop down list. Click on [Update] then [Done]. (If
DNS needs amending and it’s a Showroom then you’d be able to force a
build. See p.70)

Unless otherwise requested by the customer, it is always best to un-tick the
rewrite to host box as well, as this can sometimes result in a customer’s mail
being bounced. The rewrite to host box if ticked, would rewrite the mail
header from the domain to the SDU name. So if they have not configured
their mail server to accept mail for the SDU name and have only configured it


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to accept mail for their Domain name, mail for anything other then their
domain name will be rejected, including their hostname.
Clicking [customer screen] will surprise, surprise take you back to the
‘Customer Screen’

Web Forwarding

To check Web forwarding double click on the WF/WRT service or click on the
WRT button.




                                                                           Fig 5.3

For a customer’s website to work then the top half of the web screen (Fig 5.3)
needs to match the bottom half. The top half of the screen is the customer’s
web space on our web server so these details include the IP address, the
username and the password for uploading.

The bottom half of the screen is the actual web forwarding so if the domain is
to point to an allocation of space on our servers then the domain, web service
and IP address all need to match. Even if the www A record on the zone file
points to the correct IP address then it won’t work if this is not configured

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properly as this tells the web server where to send the request for that domain
name (due to HTTP 1.1 (see p.31)).

If a customer wants to keep his allocation of space but wants to point his
domain name to an offsite IP address, then you need to amend the IP
address in the Server Address box, tick the Offsite check box and then click
on Update and then Done.

If a customer is amending their www A record, it is good practice to add a
note stating the IP addresses that the customer has faxed in to change ‘from’
and ‘to’. A reason for this is if it was on old Commercial Web Space,
cancellations would be able to locate it and close it.

As you can see below a Diva account (Fig 5.4) looks exactly the same in the
Customer Details apart from the amount of Commercial Webspace allocated.
The Mail forwarding and Web forwarding should be configured just as a
showroom but if these need amending they can be, by going into the
appropriate screens as previous.




                                                                         Fig 5.4



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5.4 HTTP 1.1
On the old commercial web servers a customer would be given a unique IP
address for their allocation of web space. But obviously IP addresses are not
infinite so this would lead to a shortage. With HTTP 1.1, a server can have
one IP address but host numerous sites. So not only does the www A record
have to point to the IP address in DNS but our web server has to know to
accept requests for the domain and what file to point it to. For this reason the
Domain name and Web Space have to be on the same account. That is so
that in the web screen you can point the domain name to the IP address and
the appropriate web service. Like our mail systems it is Acts that configures
our back end systems. It is also for this reason that a customer can’t have
just their domain name (ie no www, just http://theirdomain.com) pointing to
their allocation of Demon web space. When you add a domain name to Acts,
Acts automatically places the www in front of it to point to the web space. (A
customer could still have just their domain name pointing to an offsite web site
as this is only an A record or CNAME in DNS).

Test web space

Occasionally a customer may wish to test their site before updating DNS and
pointing their domain name to their allocation of commercial web space.
However, for their space to be created on our servers enabling a customer to
upload his site, a domain name has to point to it in Acts. Front End
Provisioning have a process for Migrations (migrating customers from Old to
new Comweb (for the difference between old and new see p.87) or customers
from Diva to bigger Showroom space). Some of this migration process can
be used to configure their test space.

Once you’ve added the correct web space to the account in Portal, open up 1-
709316. Both accounts should now be listed in the organiser window on the
left-hand side of the screen. Click and drag 1-709316 on to the account that
has just had the web space set up on. (If the current domain is pointing to
Demon Web space then you will have to add a free domain and web
forwarding to use until the migration is complete.) In Acts, in the Web Service
screen you will have a temporary domain in the domain drop down list that
you can point to the web space. This temporary domain is
migrate.newcomweb.demon.net, but the customer can’t use this to test their
site. That will just create their site. Once a customer has uploaded his files
he needs to type http://(web user name).newcomweb.demon.com.




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5.5 Showroom Customer Contact Points
Customer Services - 0845 272 2666 – sales@demon.net
General Enquiries, Billing Enquiries, SDU Cancellations and updating Account
Information.

Technical Helpdesk – 0845 272 2444 – helpdesk@demon.net
Technical Assistance for SDU customers who have problems with Dial-up
connectivity or sending and/or receiving email.

Commercial Web Support – 0845 272 2555 – websupport@demon.net
Technical assistance for uploading to the commercial web servers, also some
support with Perl scripts and HT access.

Business Sales – 0800 027 3737 (internal ext. 5060)
Sell Showroom packages.

Service Plus – 0845 272 2007 – serviceplus@demon.net
Service Plus will speak to the customer if they need advice with any DNS
amendments or Domain Transfers (that is if the customer is having problems
transferring in or out. To initiate a transfer into Demon they have to have
already filled in an Order form and if they wish to transfer out then they need
to fax Cancellations.).




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6) Super Showroom (NDU)

6.1 Product Overview & Prices

Super Showroom

       Network Dial Up Account (NDU)
              Same as SDU but :
                    - 128K ISDN connection.
                    - Range of IPs.
                    - Technical Support with their router connection if they
                    purchased it from us.
                    - Custom DNS.
       20 Mb of Commercial Web Space (on request).
       Domain Name with Mail Forwarding and Web Forwarding
       Premier Connect Plus
       1 – 1 Modem Ratio

                                                                  £250 Set up + VAT
                                                                £60 per Month + VAT

- On Service Plus we will assist the customer with the routing of their Domain
for mail/web or if they want to amend MX records or DNS. (Any DNS
amendments need to be faxed in on Company Headed Paper.)
- If they have any technical difficulties regarding Web Space, Mail or
Connection then they need to speak to the Commercial helpdesk on 0845 272
2555.


6.2 How Super Showrooms should be configured


As in the Showroom section this does not include how their Web services
should be configured in acts. If they have an allocation of web space with us
then the top half of the Web Services Help screen needs to match the bottom
half in Acts. If it is offsite then the Web Forwarding section (bottom half of the
web screen) needs to be ticked offsite with the IP address in there. With
either on site or offsite WF, there needs to be a www A record on the zone
file. This will be the same as the Web Service Screen on page 26.




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                                Super Showroom / NDU / NDU2

Zone File:

domainname.com                      MX                50 punt-1.mail.demon.net
domainname.com                      MX                50 punt-2.mail.demon.net
mailgate.domainname.com             A                 IP address of their mailgate
www.domainname.com                  A                 IP Address of their site
demon-gw.domainname.com             A                 IP address of their router
cgi.www.domainname.com              CNAME             cgi.www.demon.net

In Acts:

Mail Routing Services Screen:

domainname.com             to       ndu-username.demon.co.uk

Mail Gate Manager Screen:

Ensure that their mailgate.domain is selected from the drop down list.

Hostmasters Managers Screen:

Add their mailgate in the Mail Gateway IP section.

6.3 NDU/SDU Customers and MX records

With an NDU they get an allocation of IP addresses but it is not a permanent
connection so the MX records still need to point to the punts. We will not
point MX records to his mailgate as the priority. This is because a Super
Showroom is a dial-up account and is not considered to be a permanent
connection. Also a permanent SMTP feed is not a feature of the Super
Showroom product that we sell. If the customer wants a permanently
connected mailserver with an SMTP feed going to it, they would need to buy a
Leased Line or a Non-NAT ADSL account.

6.4 The cgi.www.domain CNAME in DNS

Any customer who has an allocation of commercial web space on our servers
will need the cgi.www. CNAME reference on the zone file. Showroom
accounts should have this set up automatically. If you are mailing
Hostmasters, to add a www A record for LL or Supershowrooms, to an
allocation of web space on our servers then you need to add the CNAME
reference on your mail. This CNAME will allow the customer to reference to
the CGI bin using their own domain name rather then mentioning Demon so it
looks like they are running their own web server.




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6.5 How NDU Mail works:
When a dial-up (SDU/NDU) customer connects, the punts automatically look
to kick to the first IP in their range. Fine for SDU customers but this would be
the router address for NDU customers. So unless they are running Nat and
have port 25 set up then they will not receive mail. On the NDU screen there
is a Mail Gate button that takes you to a Mail Gate Manager screen. This
screen tells the punts to kick to mailgate.domain (when selected from the drop
down list). This therefore needs to resolve in DNS as a customer won't
receive mail until there is a mailgate A record on the zone file as well as their
MX records. However, the Punts check our caches, so even if you add this to
DNS you need to wait for the Caches to update in order for the customer to
receive mail. This all means that IP address in the in the Hostmasters
Managers screen isn’t there to tell the punts to kick to it, it’s there to build it on
the zone file if anyone hits force DNS.

6.6 How to configure Super Showrooms in Acts




                                                                                Fig 6.1



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Fig 6.1 is the Customer details screen for an NDU/Super Showroom. As you
can see from this screen it is basically like an SDU. The domain needs to
point to the NDU for mail to work and they need their Mailgate IP in the zone
file. You can put the Mailgate IP address in the Hostmasters Manager screen
so that if anyone does a force build on this account then the Mailgate IP will
end up on the zone file.




                                                                            Fig 6.2

As mentioned earlier in section 6.3 the punts do not use the IP address in the
Hostmasters Manager screen to kick the mail down. The punts automatically
kick to the first IP address in their range (SDU customers only get one IP) so
in the case of NDU customers this would be to their Router address.

On the customer details screen (Fig 6.1) double click on the NDU service and
this will take you to the NDU Line Service Screen (Fig 6.2). From here you
can see their IP allocation as by clicking on the allocations button as in the LL
screen (Page 40 Fig 7.3).




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                                                                                   Fig 6.3



When the NDU accounts are configured the Administration Department
should click on the Mail Gate button on the NDU Line Service Screen (Fig 6.2)
and in the Mail Gate Manager Screen (Fig 6.3) they should select the mailgate
(As mentioned in Section 6.3). This tells the punts where to kick. The mail
forwarding should be configured like a showroom. The Domain should point to
the hostname (ndu-name) (see Section 5.3 p.24).

If the send mail to is blank then the punts will look for the first IP, i.e. the
Router.

If the customer has web space then this needs to be configured as in the
Showroom section (Section 5.3 p.24).




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6.5 Super Showroom Customer Contact Points
Customer Services - 0845 272 2666 – sales@demon.net
General Enquiries, Billing Enquiries and updating Account
Information.

Commercial Support – 0845 272 2555 - websupport@demon.net
                                            Advice with web.
                                       - llsupport@demon.net
                                            Advice with Dial-up or mail.
Technical Assistance for Super Showroom customers who have problems
with Dial-up connectivity with their NDU or problems sending and/or receiving
email. They will also offer technical assistance for uploading to the
commercial web servers, also some support with Perl scripts and HT access.

Business Sales – 0800 027 3737 (internal ext. 5050)
Sell Super Showroom packages.

Service Plus – 0845 272 2007 – serviceplus@demon.net
Service Plus will speak to the customer if they need advice with any DNS
amendments or Domain Transfers (that is if the customer is having problems
transferring in or out. To initiate a transfer into Demon they have to have
already filled in an Order form and if they wish to transfer out then they need
to fax Cancellations).




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7) Superstores (Leased Lines)

7.1 Product Overview & Prices

Supertstore

       64kb Leased Line (Permanent Connection)
       Range of IPs.
       Custom DNS (Including Reverse)
             - Mail goes to straight to their mailgate
             - Mail backs up on the Relays if their mailgate is down
             - The Relays will look out for their mailgate and if it comes back
             up they will automatically kick any mail down
       3 Domain Names
             Mail Forwarding
             Web Forwarding
       50 MB of Commercial Web Space (with 5,000Mb of bandwidth) (on
       request)
       Free Demon Commerce (on request)
       24hr Technical Support
       Line Monitoring (on request)
       Free Mail Rewriting (on request)
       Free SDU (if they want it)
                                                            £250 Set up + VAT
                                                        £350 per Month + VAT

Superstore PLUS

       Same as Superstore but 128kb Leased Line
                                                                    £350 Set up + VAT
                                                                 £600 per Month + VAT



Superstore PRO

       Same as Superstore but 256kb Leased Line
                                                                    £500 Set up + VAT
                                                                 £700 per Month + VAT


Superstore GOLD

       Same as Superstore but 2MB Leased Line and
       100 MB of commercial web space.
                                                                    £3,000 Set up + VAT
                                                                £1,200 per Month + VAT

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- On Service Plus we will assist the customer with the routing of their Domain
for mail/web or if they want to amend MX records or DNS. (Any DNS
amendments need to be faxed in on Company Headed Paper.)
- If they have any technical difficulties regarding Web Space, Mail or Routing
problems then they need to speak to Leased Line Support on 0845 272 2555.


7.2 How Superstores (Leased Lines) should be configured
                                           Leased Line

Zone File:

domainname.com                     MX                10 mailgate.domainname.com
domainname.com                     MX                50 relay-1.mail.demon.net
domainname.com                     MX                50 relay-2.mail.demon.net
demon-gw.domainname.com            A                 IP address of their router
mailgate.domainname.com            A                 IP address of their mailserver
                                                     (We normally give the IP after the router as
                                                     default but the customer can choose any available
                                                     from his range.)
www.domainname.com                 A                 IP Address of their site
cgi.www.domainname.com             CNAME             cgi.www.demon.net
                                                     (If the web site is on our servers)

As the customer is running a permanent connection they will have their own
mail server so it will be the highest priority. MX records don’t point to IP
addresses, they point to hosts, so you will also need to add the A record for
the name of the mail server to resolve to an IP address.

There is no need to add the A record if the mailgate address is an offsite
domain. The ISP that hosts that domain would have to set the A record for
that mailgate/host. To check if the forward DNS is set up you can do a host
mailgate.offsitedomain.com from office or sos.
In Acts:

Mail Routing Services Screen:

domainname.com            to       domainname.com

Hostmasters Managers Screen:

Add their mailgate in the Mail Gateway IP section.

The mailgate needs to be added to the Hostmasters Manager screen in
ACTS. If their mailgate is down then mail will back up on the relays. This will
tell the relays where to send the mail. The relays will intermittently check if
their mailgate is back up and if it is and they can connect to it on port 25 then
the relays will kick the mail down. (The Relays will only send mail if mail
routing is Domain to Domain in Acts). The relays will only hold mail for 8 days
and if it fails to successfully deliver the mail then it will bounce mail back to the
sender with an undeliverable error message.

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7.3 How to configure Superstores in Acts

The Leased Line Customer Details screen is below (Fig 7.1). From this screen
a customer should have a LL service, at least one DS service with a MF
service pointing the domain to itself and they can have WF and possibly an
allocation of web space on our servers. Sometimes the WF will be going
offsite (most likely to a web server at the end of their LL connection). A LL
customer does get free web space with their account but this has to be
requested by sending in a Web Activation Form. (Business Sales or their
account manager should send these out but we do have a copy of the form on
Service plus that can be faxed or emailed out).




Fig 1.6


                                                                                Fig 7.1

On Service Plus the only time we need to go into the Leased Line Details
screen (Fig 7.2) is to possibly check their IP allocation or to see if their LL is up.
Nothing else should be touched on this screen as this can turn off their LL
connection! (Which is not as easy to re-establish as BT may need to do
something.)


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                                                                        Fig 7.2

Clicking on the allocations button on the Leased Line Details screen will take
you to the Address Allocation screen (Fig 7.3). This tells you the range of IP
addresses that they have. In this instance they have a /29 allocation which
gives them 8 addresses starting from 212.240.255.112 (see appendix). With a
/29 they only have 5 usable IPs as .112 is the Network address .113 is the
router and .118 (the last in the range) is the broadcast address.




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                                                                        Fig 7.3


At Demon we generally make the IP address after the router the Mailgate IP
(in this instance 212.240.255.114) but the customer can request it to be
another IP in his useable range. This can be seen in the Hostmasters
Managers Screen (p.70). This tells the Relays where to send mail if mail has
landed on there due to the customer’s mail server going down.

If a customer wants to amend their web forwarding then the Web Services
Screen will be exactly the same as in the Showroom Section (Section 5.3,
page 24)

If the customer wants to amend their to their dial-up account (which would be
rare as Leased Line customers would normally want their mail to go to their
mail server via their Leased Line) then consult the Showroom Section
(Section 5.3, page 24). If the customer wants to amend their mx records
because their Leased Line is down then you would have to advise the
customer that we have no way of retrieving his mail from the relays and that
some of his mail may be lost. The only way of guaranteeing that he receives


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his mail if he leaves his routing and MX records as they are so when his
Leased Line returns, the mail will be kicked down.

7.4 Superstore Customer Contact Points
Customer Services - 0845 272 2666 – sales@demon.net
General Enquiries, Billing Enquiries and updating Account
Information.

Commercial Support – 0845 272 2555 - websupport@demon.net
                                           Advice with web.
                                      - llsupport@demon.net
                                           Advice with connection or mail.
Technical Assistance for Superstore customers who have problems with
connectivity with their Leased Line or offer generic advice with problems of
sending and/or receiving email. They will also offer technical assistance for
uploading to the commercial web servers, also some support with Perl scripts
and HT access.

Business Sales – 0800 027 3737 (internal ext. 5050)
Sell Leased Lines.

Service Plus – 0845 272 2007 – serviceplus@demon.net
Service Plus will speak to the customer if they need advice with any DNS
amendments or Domain Transfers (that is if the customer is having problems
transferring in or out. To initiate a transfer into Demon they have to have
already filled in an Order form and if they wish to transfer out then they need
to fax Cancellations).




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8) ADSL
8.1 Product Overview & Prices

ADSL gives the customer a permanent connection. On the ADSL order form
for PLUS and upwards, the Customer has to select whether he wants NAT or
Non-Nat.

Non-NAT will give the customer a range of IPs. On his order form they have
to state how many IPs they require and what they need them for. This allows
them to have separate IPs for their Mail, FTP and Web server etc. so that they
are World facing.

NAT ADSL will give the customer one world facing IP address for his Router.
All network traffic would be sent from and to this IP address. His router then
needs to run NAT (Network Address Translation) which would direct the traffic
to the appropriate machines as per the port numbers as per the internal
mapping (IP addresses, Port Numbers etc.). Their internal network is easier
to maintain etc. as they can make up their own IPs and move machines as
they wish etc.

Note: At the moment BT is supplying the NAT'ed service with port blocking on
the router. This means that the customer will not be able to run any servers
their side of the connection i.e. SMTP, HTTP, FTP etc.

Demon Express
       An IP 500 service (USB) Modem
       Currently only compatible with Win98 SE and 2000
       Installation of splitter and modem
       20Mb homepage web space
       Electronic fax
       Static IP address
       Up to 512Kb downstream bandwidth and 256Kb upstream*
       50:1 contention ratio
       Unlimited POP3 mail addresses
                                                         £150 Setup + VAT
                                                   £49.99 per month + VAT
                                                                       Or
                                                               Zero Setup
                                                   £64.99 per month + VAT




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Demon Express PLUS
       An IP S 500 service (Ethernet)
       20Mb commercial web space
       Domain name with mail and web forwarding
       Electronic fax
       Choice of NAT or non-NAT configuration
       Up to 512Kb downstream bandwidth and 256Kb upstream*
       20:1 contention ratio
                                                     £250 Setup + VAT
                                                  £95 per month + VAT

Demon Express PRO
       An IP S 2000 service (Ethernet)
       Installation of splitter, modem and router
       20Mb commercial web space
       Domain name with mail and web forwarding
       Electronic fax
       Choice of NAT or non-NAT configuration
       Up to 2Mb downstream bandwidth and 256Kb upstream*
       20:1 contention ratio
                                                      £250 Setup + VAT
                                                  £175 per month + VAT

Demon Express GOLD
       An IP S 2000 service (Ethernet)
       50Mb commercial web space
       Domain name with mail and web forwarding
       2 electronic faxes
       Non-NAT with open ports
       Up to 2Mb downstream bandwidth and 256Kb upstream*
       20:1 contention ratio
       Includes 4 IP addresses
       Standard Pre-configured and leased NetPilot Internet server, including:
       - Controlled multi-user Internet access
       - Communications options including VPN
       - Web and email servers
       - Firewall functionality
       - File, print, DHCP, DNS and FTP server capability
       - Suitable for 2 - 150 users using built in NAT
                                                           £250 Setup + VAT
                                                       £290 per month + VAT


*Upstream denotes from Customer to the Internet.
 Downstream denotes from the Internet to the Customer.



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- We speak to ADSL customers when they want to find out the progress of
their ADSL order (by checking the ADSL order tracker, Acts and by speaking
to ADSL provisioning) and once their ADSL is set up we will assist them with
Mail / Web routing and for custom DNS.
- If the customer has technical problems then they need to speak to the
ADSL helpdesk on 0845 272 0040.

8.2 How ADSL accounts should be configured

                                       NON-NAT ADSL
NON-NAT ADSL configuration should be set up like a LL configuration.

Zone File:

domainname.com         MX                   10 mailgate.domainname.com
domainname.com         MX                   50 relay-1.mail.demon.net
domainname.com         MX                   50 relay-2.mail.demon.net
demon-gw.domainname.com            A                 IP address of their router
mailgate.domainname.com            A                 IP address of their mailserver
                                                     (We normally give the IP after the router as
                                                     default but the customer can choose any available
                                                     from his range.)
www.domainname.com                 A                 IP Address of their site

In Acts:

Mail Routing Services Screen:

domainname.com            to       domainname.com

Hostmasters Managers Screen:

Add their mailgate in the Mail Gateway IP section.

                                          NAT ADSL
NAT ADSL configuration should be set up like an NDU.
Zone File:

domainname.com         MX                   50 punt-1.mail.demon.net
domainname.com         MX                   50 punt-2.mail.demon.net
mailgate.domainname.com            A                 IP address of their mailgate
www.domainname.com                 A                 IP address of their site
demon-gw.domainname.com            A                 IP address of their router

In Acts:

Mail Routing Services Screen:

domainname.com            to       username-adsl.demon.co.uk

Hostmasters Managers Screen:
Add their mailgate in the Mail Gateway IP section.



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8.3 How to configure ADSL in Acts




                                                                       Fig 8.1

For an ADSL customer it is impossible to tell whether they are NAT or NON-
NAT from the Customer Details Screen (Fig 8.1). You have to double click on
the ADSL service and in the top left hand corner of the ADSL Service screen
(Fig 8.2) it will tell you in Red as to what it is.




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                                                                          Fig 8.2



As you can see the ADSL Service screen is very similar to the Leased Line
Service Screen. For Non-NAT customers they will have an IP allocation and
again you can click on the Allocations button to see what they have been
given.

If it is Non-NAT, the mail forwarding screen should be configured the domain
to itself so that the relays will accept mail for it. For NAT, the mail routing
should be configured a domain to adsl name. This will set up the punts to
accept mail for the domain and send it to the appropriate drop down list. This
is all because NATed ADSL is not a permanent connection and they can’t
receive mail via SMTP as port 25 won’t accept mail.

So remember. NATed is pop3 collection (which means punts).
Non-NAT is SMTP collection (which means MX record to his mailgate and
back up to relays).




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8.4 ADSL Order Process
On Service Plus we deal with two types of ADSL queries. Firstly customers
will call us to find out the progress of their ADSL order. Once their ADSL is up
and running we will deal with their DNS queries.

As with Showroom Orders etc. it is Business Sales that sell the product and
once they have received the form Order Tracking add it to the ADSL Orders
tracker.

A copy of this can be found by:
clicking on Start, Run, typing \\Pole\User\Groups\Corporates then OK. (If you
have this directory open already then this is not necessary!) Then go into the
ADSL Orders directory and double click on ADSL Orders.xls.

The quoted time to set up ADSL accounts is 30 working Days. This
spreadsheet should be updated daily so you should be able to find out where
the order is.

1. If the customer passes a Credit Check then the order is passed to Front
   End Provisioning. (If it fails then it is passed back to Sales to request
   payment up front.)
2. Front End Provisioning then add the details on to portal and request the
   domain name in Acts.
3. The order is then passed to Hostmasters who work out an IP allocation.
4. Once that is complete the order is passed to ADSL Provisioning. They
   place the order with BT and once they hear of an install date then they will
   contact the customer.

At this stage the order could fail with BT. If it does then it will be passed to
different departments depending on the reasons.

   If it fails due to Line Length then the order is passed back to the original
    Sales Executive. It is up them to them to inform the customer that their
    order has failed and to possibly up-sell them to a LL or possibly a Super
    Showroom.

   If it fails due to:
    - Incompatible Rented Products / Multi-Line installation (which
          means that the service number they gave us is not a clear PSTN line ie
          they have a Switchboard on it or an ISDN line)
                 The Customer needs to clear the line or get a new number. The
                 customer needs to inform us of the new service number so that
                 the order can be resubmitted.

    -   Insufficient Address Details, (which means that the address that
        provisioning have submitted does not match the address that BT have
        for that service number)
                The customer needs to check his BT phone bill. If the details on
                the bill match what the customer has given to us in to submit.

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                The customer needs to contact BT to find what they have on
                their system. If they are a BT business customer then they can
                dial 150. Once they have the correct information they need to
                inform us so it can be resubmitted.

If the BT order fails due to the above reasons then the customer ‘should’ be
called by Shirley Johnson’s team. The customer then needs to clear the line
or get the relevant information then call us on Service Plus.

To have the order resubmitted you need to mail salessupport@demon.net
with the following subject : ADSL - Re-submit {company name}

In the mail please ensure you have the following :

Account number:

Company name :

Contact name :

Amended service details

Once it is resubmitted it will be about 6 working days before the customer will
get an install date.

   If there is a delay due to BT problems e.g. no capacity at the exchange or
    the exchange needs upgrading then again it is Shirley’s team who should
    be informing the customer of the delay.

Once their ADSL is up and running, if the customer wants to set up any
custom DNS then they need to fax in on Company Headed Paper in the
normal way.

If a customer has purchased an ADSL Gold service and phones enquiring
when he will receive his Net Pilot, this is sent out the day after his ADSL goes
live. Once BT has gone in to fit the equipment they will inform ADSL
Provisioning on the daily report that it has been installed. ADSL Provisioning
should then spot that it is a Gold service and ask Provisioning Engineers to
send the Net Pilot out.

If it is a home ADSL user and they do not have a fax machine we will accept
an email from the customer as long as it is from the customer’s account (if
they mail sales, support etc @demon.net and we can see their IP address).




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8.5 ADSL Customer Contact Points
Customer Services - 0845 272 2666 – sales@demon.net
General Enquiries, Billing Enquiries and updating Account
Information.

ADSL Support – 0845 272 0040 – adslsupport@demon.net
Technical Assistance for ADSL customers who have problems with
connectivity or problems sending and/or receiving email.

Web Support – 0845 272 2555 – websupport@demon.net
They will offer technical assistance for uploading to the commercial web
servers, also some support with Perl scripts and HT access.

Business Sales – 0800 027 3737 (internal ext. 5050)
Sell ADSL packages.

Service Plus – 0845 272 2007 – serviceplus@demon.net
Service Plus will speak to the customer if they need advice with any DNS
amendments or Domain Transfers (that is if the customer is having problems
transferring in or out. To initiate a transfer into Demon they have to have
already filled in an Order form and if they wish to transfer out then they need
to fax Cancellations.).
Whilst an ADSL customer is waiting for his ADSL to be installed he can also
speak to Service Plus to find out the status of his ADSL order. Service Plus
will liase with ADSL Provisioning or Admin to find out the state of the order.




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9) Other Services
9.1 Demon Commerce

If a customer has commercial web space on our web servers then the can pay
an additional fee to have secure credit card transactions on their website.

       Secure Credit Card Transactions.
       Up to 300 Products can be listed.
                                                                One off Fee of £179 + VAT

9.2 Additional Mail Forwarding
If a customer has an account and wants to point an additional Domain to his
existing service in order to receive mail then they need to purchase Additional
Mail Forwarding for £100 per year + VAT.

It is possible for a customer to set up a showroom or take out additional mail
forwarding if the domain name (or even sub-domain) is not with Demon. The
ISP who holds the domain and serving DNS for the customer has to point the
MX records to the appropriate mail servers. We need to set up the mail
forwarding in ACTS as this tells our mail servers to accept mail for that
Domain and where to send it.

9.3 Additional Web Forwarding

If a customer wants to point an additional domain name (whether it be held
with us or not) to an allocation of web space on our servers then the customer
needs to take out Additional Web Forwarding for £50 per year + VAT. This
will tell our Web Servers to accept requests and where to send them (as we’re
running HTTP 1.1).

9.4 Mail Re-Writing
For £50 a year + VAT a customer can have mail for specific usernames
redirected to other mail addresses. A MRWT (Mail Re-Write) takes place on
an SDU. We can not set up MRWT on a Domain Name. Mail Forwarding has
to send all the mail to an SDU. Once the mail lands on the punts, the punts
will redirect the mail as they wish. e.g. john@theirdomainname will be
forwarded down to their SDU which in turn can be rewritten to go to a
user@an offsite SDU.

This can be used in situations like where a customer has taken out a NON-
Nat ADSL connection but still wants to receive his SDU mail. He would have
to continue paying for his SDU as an SDU is not included in any of the ADSL
packages and take out a MRWT. This would rewrite any mail sent to
anyuser@hostname to his domain name, which would go straight down to his
ADSL via SMTP. (The customer would have to do this as he could not


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retrieve his SDU mail from the punts via SMTP as the punts would not
recognise his permanent connection (the punts were designed for dial-up
connections). Also, most mail clients like Exchange do not support POP3).


9.5 How to configure Mail Rewriting in Acts




                                                                        Fig 9.1

On the Customer Details Screen if you double click on the MRWT service this
will take you into the Mail Rewriting Service screen. From here you can add,
remove and amend customer’s rewrites. If they want to close the actual
rewrite service then that needs to be done in Portal.




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To add a specific username i.e.:

john@hostname.demon.co.uk                         to       john@domain.com

Then you need to: -click ‘New’
                  -add john in the’ from user or * box’.
                  -add john@parity.com in the ‘To user @domain box’
                  -click ‘Update’
                  -click ‘Done’


Remember that if you have more then one domain going to the SDU then
anything for john@anydomain will go to that address. That is because all the
mail gets rewritten to the demon dial –up name. If they want
sales@onedomain to go to one address and sales@anotherdomain to go to
another address then they would have to set up a second SDU and second
MRWT.

If they want all mail to go to a specific address then they need to use the
‘wildcard’ entry: ‘*’
                       -click ‘New’
                       -add * in the ‘from user or * box’.
                       -add john@domain.com in the ‘To user @domain box’
                       -click ‘Update’
                       -click ‘Done’

In this instance all mail will be sent to john. If you want all the mail to go to
users with the same usernames then use a * (wildcard) in both boxes.

Deleting a rewrite is as easy as clicking in on the specific rewrite clicking
Delete Rewrite and Done.

Amending a rewrite can be done by clicking on the rewrite amending it and
then Update and Done.




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Printing Rewrites:

There is no way to copy and paste them from Acts as you cannot right click.
So if a customer wants a list of the current rewrites on their account then use
the Rewrites option on Mail Heaven. You can then copy paste them on to a
mail or in to word etc.

Suspending Rewrites:

If a customer wants to temporarily stop the rewrite service on his account (ie.
stop all the rewrites on the list) then you can suspend the MRWT service in
Portal rather than manually deleting and re-adding the individual rewrites.

From Portal, open the account, go to the Products Tab and cancel the
MRWT product by clicking on Cancel Product, highlight the MRWT product
click on Add to Remove List then click on Apply.

Once the customer wants the rewrite service re-established, return to the
Products Tab, click on Purchase Deal select the correct login from the list
(in this instance it will be the SDU hostname as Rewrites take place at SDU
level) and select SDU/MRWT or NDU/MRWT as applicable then click on
Apply. However you may need to keep an eye on the cycle info. It may
amend the invoice date to that of the day that you have re-added the service
rather than the original date. If so then you will need to check the last time
they were billed for that product (in the AR Window) and then amend the
invoice date accordingly.


9.6 Dfax
Dfax (or Electronic Fax) is a service that we offer, giving a customer a fax
number which, if used, sends the fax to the customer’s email address, and the
customer will receive it as a file attachment. This file is a tiff file, so the
customer needs a tiff viewer to see it as an image. (We don’t offer a tiff
viewer or recommend one but Windows 98 and above does come with one
automatically. Other then that, if they require more information advise them to
speak to the helpdesk).

Standard Dial Up and Business customers get either 1 or 2 Dfax numbers for
free. These can be set up from:
http://finch-cm-1.infranet.demon.net/webdfax/dfax.html
Enter the customer’s hostname in the hostname field and have any password
in the password field. This will generate a Dfax number and add the service
to Acts. Once it has been added to Acts it is possible to amend the address
that the Faxes are sent to. If they require more Dfaxes then they need to
speak to Sales and purchase these.




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9.7 How to Configure Dfax in Acts




                                                                        Fig 9.2



To amend the address that a Fax goes to, double click on the Dfax service on
the customer screen (Fig 9.2). This takes you to the Dfax screen (Fig 9.3).
From here you can see their Dfax number and also amend the address by
editing the address in the Email Address section and clicking Update and
Done.




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                                                                      Fig 9.3




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9.8 Business Dial-Up
We no longer sell BDU accounts. But they do get:
      1 Domain Name
      Mail Forwarding
      Web Forwarding
      20MB SBS Web Space (on an NT Server so they can run Front Page
      Extensions)
      Dial-Up Connection
      We Support their SBS server for DUN
      Exchange Server
Do not amend the Mail Forwarding/Web Forwarding on BDU accounts as
we have no way of pointing them back!!

Amending Services on BDUs

If a customer does wish to amend his Mail/Web forwarding then you need to
migrate them to a Showroom, Super Showroom, Superstore etc. So the
customer will need to fax in agreeing to pay the new prices, the fact that they
wish to close their BDU (or they could keep their BDU dial up open on it’s
own). They also need to acknowledge that it is not possible to reopen their
BDU once they close it.

BDU services cannot be updated in Acts. Even if the DNS is updated, Acts
will
still treat it as a BDU mail or web service. The BDU services need to be
closed and new "normal" services added. The link between Portal and Acts
does not always replicate that the BDU services have been closed in Portal.
This means that Simon Hewison might need to hack the back end of Acts to
convince it that the services are closed. This would need to be reported
through to Computacentre. Once these have been closed the new "to be
assigned" services can be configured for the Mail or web requirements. Also,
the BDU DS always needs to be closed and re-added as a normal service in
order for a mail or web service to be configured.

The point to remember is that it does not seem possible for only the DS and
Mail service to be closed, it seems that the DS, MF and WF services have to
all be closed. The BDU dial up itself can be left open, however.




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10) Demon Server Hosting

10.1 Product Overview
The dedicated servers that Demon now offer, allow a customer to host both
their own web sites and customer's sites. They can also serve their own DNS
for any domains hosted by them. So they basically have their own Web
Server but all the hardware and connection to the Internet is maintained by
us.

Features:

    1 Dedicated Server - Cobalt RaQ 3i
    Unmetered Bandwidth Connection (standard 512 Kbps)
    24 Hour Platform and Web Server monitoring
    System Fault Call out
    DNS Management
    24 x 7 Local Call Rate Customer Support
    Weekly Back-ups
    1 Domain (if required)
    1 year Contract



Software Specification - Cobalt RaQ 3I

    Linux operating system
    Apache Web server
    Email protocol support: (SMTP, IMAP4, POP3, APOP)
    FTP server
    Sudo (Demon specific)
    TCP Wrappers (Demon specific)
    Secure shell via OpenSSH (Demon specific)
    Telnet access
    DNS server
    SSL
    Common gateway interface (CGI) support
    Server side includes (SSI) support
    Perl scripting
    FrontPage 2000 server extensions
    NTP client support
    Cobalt Bandwidth Management software
    Java support for Java Run-time Environment




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10.2 Prices

Service                      Bandwidth (Unmetered)                 Set-up Fee*               Monthly Fee
Cobalt RaQ 3i                512 Kbps                              £250 + VAT                £275 + VAT
Cobalt RaQ 3i                2 Mbps                                £250 + VAT                £495 + VAT
Cobalt RaQ 3i                5 Mbps                                £250 + VAT                £950 + VAT
Cobalt RaQ 3i                10 Mbps                               £250 + VAT                £1795 + VAT
*Set-up Fee waived for customers paying annually in advance
Additional Software            Description                                                 One Off Fee
Chilli!soft                    ASP plugin for Linux                                        £500 + VAT
Additional Services                                           Set-up Fee                   Annual Fee
Domain Registration*                                          £40 + VAT                    £25 + VAT
Mail Forwarding**                                             £40 + VAT                    £100 + VAT
Restore                                                       £50 + VAT
Professional Services                                         Hourly Rate                  Daily Rate
Professional Services                                         £170 + VAT                   £900 + VAT
*Domain Registration services come bundled with Free Web Forwarding
**Mail Forwarding services come bundled with Domain Registration and Free Web Forwarding


10.3 Demon Server Hosting Customer Contract Points
Customer Services - 0845 272 2666 – sales@demon.net
General Enquiries, Billing Enquiries and updating Account Information.

Technical Assistance: This will vary as to the technical problem that they are
having. If they are having problems dialling up then they will have an SDU or
an NDU and will need to be pointed to the appropriate Helpdesk. For
technical assistance with their Cobalt RaQ they need to call:

Micro FM Support - 0845 272 0041 – fmsupport@demon.net

Business Sales – 0800 027 3737 (internal ext. 5050)
Sell Demon Server Hosting.

Service Plus – 0845 272 2007 – serviceplus@demon.net
Service Plus speak to Demon Server Hosting customers when they need
DNS changes or regarding Domain transfers.




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10.4 Demon Server Hosting in Acts




                                                                      Fig 10.1



As you can see from the Customer Details Screen (Fig 10.1) this customer
has a Domain name with Mail and Web Forwarding and Demon Server
Hosting. If you double click on the Web Service you will see that the Demon
Server Hosting Help (Fig 10.2) screen does look the same as the Web
Service Screen for showroom customers.




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                                                                        Fig 10.2


10.5 DNS Options for Demon Server Hosting Customers
The customer has 3 options:

1) We can serve DNS normally, i.e. the domain will be in Acts and we will
   serve DNS from our 3 name servers.

2) The customer could opt to run his own DNS by using our Shadow Primary
   Service. He would be in charge of the zone file but we would take the hits,
   as it would be our 3 name servers listed. (See Shadow Primary page **)

3) The customer could run primary but he would have to find someone else
   to second or they could take out another server with us. Normally we
   would not allow someone run their own DNS with 2 name servers on the
   same network, because if one goes down it is likely that both would.




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11) Acts Overview




                                                                        Fig 11.1

Acts is a very powerful tool that we use on Service Plus. If you are not sure
about anything then always ask, as it is possible to break customers’
configurations (we saw this in autumn 2000 when Acts decided to change
things itself!)

This is the search screen (Fig 11.1) that you use once you have logged into
acts and clicked on search.

To log on to Acts open a browser and type:
http://acts.server.demon.net/portallive.html
However this URL can change so there is a link on the SPT homepage:
http://www.support.demon.net/serviceplus/
Log in using your Dias username and password (or the password could be
ddmmyy for the date that you joined).



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With this screen you can search for Accounts by using, account numbers
(without the 1-), hostnames, domain names, company names, telephone
numbers and even post codes (like the good old days of Dias!).

If you have been unspecific in your search and too many results are found,
then you can click ‘clear’ and re-define your search criteria. You can then go
to an account by highlighting a result and then clicking on ‘go to’ or double
clicking a search result.

Also by clicking on the blue ‘Search for Customer’ at the top or by hitting F1 at
any time whilst using Acts then it will take you to the help screen. This
screen is very useful as it describes how to do things and the map has a
clickable button that describes every screen in Acts.

This Acts section covers areas in Acts not already covered in the Individual
Product sections:

   -   Domain Service Screen. (Includes how domains can be requested and
       some generic troubleshooting if you have problems transferring a
       domain name in).

   -   Hostmasters Manager Screen




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Domain Service

From the customer details screen you can click on the DS service and this will
take you to the Domain Service screen (Fig 11.2).




                                                                          Fig 11.2

This is probably the screen that we use most on Service Plus. This screen
will tell you when the domain was requested and when we got delegation.
Although this should not be taken as gospel and you should always check the
state of play in office (for info on this see someone on SPT or consult section
3 The Scripts in Office).

Once a domain name service has been added in Portal, it is in this screen that
you add the domain and request it. You must do a whois in Office to check the
registrar for the domain. It is not possible to request all domains from Acts and
you may need to consult the Other Registrars appendix to check the Transfer
Process for a particular registrar.



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First of all enter the Domain name in the Domain Name field (straightforward
enough!). Then click on the Check Domain name. This will take you to the
Check Domain Name Screen (Fig 11.3)




                                                                       Fig 11.3


Once on this screen you need to click on Check Domain again. This will do a
look up to see the name servers on which the domain currently resides. At
this point click on Accept Name (which should come up in Black but in this
case is greyed out as the domain has already been added!).

Return to the Domain Service screen by clicking on Domain Manager. This
will now allow you to click on the Done button and completes the process of
adding the domain to the account.

If it is a Nominet or Network Solutions Domain either new or a transfer from
another ISP then they can be requested by clicking on the Request Domain
button. Acts will then send the appropriate template or request to the
appropriate address. An Auto-Note should also be generated (if the notes on



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Acts are working!). If they are not then it is best to add a note (as you should
with anything that you do in Acts or Portal).

Problems transferring Domains in using Acts
If a customer calls as they are having problems transferring a Domain name
into us and you know it is a Domain name that should be requested in Acts, (if
you’re not sure then consult Domain Transfers section) then there are a few
things that you can check to see if a domain has been requested.

-   When a domain is requested then an auto note should be generated in
    Acts.
-   If there is no auto note, then on the Domain Service Screen, in the Dates
    section in the bottom left hand corner is there a date for 1 st Request? If
    there is no note and date for 1st request then you’ll need to request the
    domain.
-   If there is a note but we have not had delegation then it is possible that the
    request mail has not been sent. This can be checked on the customer’s
    details screen by clicking on the AutoEmail List button.

If the mail is still sitting there then guess what? It hasn’t been sent. This is
most likely because there is something missing from Acts. Check that there is
a Work/Daytime telephone number any other number will not suffice. If there
isn’t then add one in Portal. There also needs to be a Company Name (or an
individual’s name if it is a personal account) in the Registered Co name field
on the Domain Service screen. If you’re requesting a .ltd.uk domain then you
need the company registration number in the Domain Service Screen. If
you’re still stumped then you’ll need to see the Domain Transfers section or
ask someone on Service Plus.

Any Domain that is requested is not sent straight away. The mail will remain
in the AutoEmail List screen until quarter to the hour as they are all sent at the
same time.

On the day that we get delegation of a domain name it has to go through the
midnight build for the zone file to be built. This is the ‘main’ build that does
more than the lunchtime or 6pm builds. It used to be that this was the only
Acts build but Acts building zone files at lunchtime or 6pm, after Force Build
has been used, was put in place a few months ago in order to reduce the
workload on Hostmasters.




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Automaster
It is possible for a customer to administer his/her own DNS even though it is
on our name servers. This is something called Automaster. However it is not
supported and one problem with it is that they may be amending DNS but our
internal mail/web routing won’t be amended as Acts wouldn’t be updated. On
Fig 11.2 on page 62 there is a space for DNS Auth Admin. This should be the
only email address that Automaster will accept mails from to modify DNS for
that Domain, but unfortunately this is not the case. This is why we no longer
advertise Automaster as a service as you can email from any address and
modify the DNS for a domain name. However customers that know about it
can still use it.

If you do get a customer asking about automaster you could advise them to
mail automaster@demon.net with help in the subject line. Automaster will
reply back with a help file.




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Hostmasters Manager




                                                                         Fig 11.4

Clicking on the Hostmasters Manager button on the Domain Service Screen
will take you into the !shock horror! Hostmasters Manager. This is another
screen that you will see very often on SPT and should familiarise yourself with
it. From this screen you can add the customer’s mailgate IPs (for the relays to
know where to send mail if their mailgate has been down and mail has landed
on the relays) and to do force build on customers’ accounts WHO DO NOT
HAVE ANY CUSTOM DNS!

If you have changed the web or mail forwarding on an account and know that
they don’t have any custom DNS and they are simply a DIVA/Showroom
customer then you can use Force Build to update the zone file. Clicking on
the Force Build button will bring up an error message asking if you’re sure that
you want to force build. If you are sure then you need to click on Force Build
again. You can tell if a force build has built a zone file, as the serial number
would be the 17rd version i.e. 2001100417.


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Adding a Mailgate IP address is as simple as entering the IP address in the
Mail Gateway IP field and clicking on Done. Obviously, you will need to mail
dnsmod to get them to add the mailgate IP and set the priorities for the MX
Records.

You can also change the status of the domain by using the DNS Configuration
drop down list. If a customer has left Demon but is reporting that the domain
has been transferred away but we are still serving DNS then from the drop
down list you can choose Domain Not Served by Demon and click Done. By
the Next DNS build all will be well and we will stop serving any form of DNS.
(There is no need to force a build it will got through automatically.) Domain
Not Served by Demon can also be used if a customer has an offsite Domain
and wants to point it to an SDU or NDU. Doing this and setting up MF to the
relevant SDU will tell the Punts to accept mail for this domain and where to
send it.

For certain domains, hostmasters will set domains as Manual Configuration.
This is for zone files that have custom DNS on them and it prevents domains
being ‘force built’. (When you mail dnsmod@demon.net they will mark the
domain as Manual Configuration as appropriate).




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12) ACTS & DNS Builds
When you change something in Acts you’ll want to know when the change will
take effect. This is taken from the commercial web pages:

      Service                                              Build Timetable
DNS                                                12:00                        18:00                     00:00
ACTS Force DNS                                     12.00                        18.00                     23:55
Mail Table                                         12:00                        18:00                     00:00
                              and at 35 past the           and at 35 past the            And at 35 past
ComWeb2 Password 00:35        hour until
                                                   12:35 hour until             18:35    the hour until
                                                                                                          23:35
ComWeb2 Log                   and at 35 past the           and at 35 past the            And at 35 past
                     00:35    hour until
                                                   12:35 hour until             18:35    the hour until
                                                                                                          23:35
Format
ComWeb2 Virtual
                              08:55                11:55 16:55                                            23:55
Host




Customer Considerations:
   DNS builds can take up to two hours to complete.
          Do not promise that DNS will be altered any quicker.
   DNS builds are actioned manually by noc-fl, so build times may fluctuate. The
     build doesn’t always start at midday. It is the ‘lunchtime build’ and can be started
     anytime between 12 and 2pm.
          This is company confidential but may be a factor to consider.
   DNS propagation can take up to 48 hours to take effect worldwide.
          Do not promise that it will propagate any quicker.
   ComWeb2 Password and Log format builds can take up to half an hour to
     complete.
          Do not promise that they will be change any quicker.
   ComWeb2 Virtual Host builds can take up to two hours to complete.
          Do not promise that they will be configured any quicker.




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13) Hostmasters – 1132
(http://admin.hm.demon.net/)
Hostmasters:
 action all DNS requests.
 deal with all dnsmod, hm (internal lists) and hostmasters (external) mail.
 deal with escalated Domain Transfer problems.
 action Tag change requests from Cancellations.
 ‘ack, and ‘nack templates.
 deal with the IP allocation, ripe form and Radius entries for Leased Line,
  ADSL and NDU accounts.

13.1 Mailing Custom DNS Requests to Hostmasters
When sending a mail to hostmasters for a DNS change send it to
dnsmod@demon.net and CC sos-spt-dns@demon.net. with ‘DNS entry for
domainname.com’ in the subject field. Make it clear in the message what you
want, don’t leave it to the hostmasters to interpret anything. You should know
what the customer requires. Also keep it brief, hosties get hundreds a day to
action. e.g.:

To:      Hostmasters <dnsmod@demon.net>; sos-spt-dns <sos-spt-dns@demon.net>
Subject: DNS Entry for mydomain.com

Hello,

Can you please amend the following MX records:

mydomain.com                     MX               10 mailgate.mydomain.com
mydomain.com                     MX               20 mxbackup.mydomain.com
mydomain.com                     MX               50 relay-1.mail.demon.net
mydomain.com                     MX               50 relay-2.mail.demon.net
mailgate.mydomain.com            A                111.0.0.1
mxbackup.mydomain.com            A                111.0.0.2

Thanks,
--
Paul

If this was previously going to the punts then the Hosties would remove them
automatically and replace them with the above.

When you mail hosties with A DNS request they should check the settings in
Acts and mark a domain as not served by Demon as appropriate. Therefore
always make sure that you have configured ACTS before you mail them (as
this makes them rather unhappy!). Whether it be mail routing or a web IP
address make sure what you have in Acts matches what you are requesting
from the Hostmasters.




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To:      Hostmasters <dnsmod@demon.net>; sos-spt-dns <sos-spt-dns@demon.net>
Subject: DNS Entry for mydomain.com

Hello,

Can you please add the following A record:

mydomain.com              A                  100.100.100.100

And remove the CNAME that it was previously pointing to.

Thanks,
--
Paul

Only send custom DNS requests to hostmasters. If the above was a
Showroom Account then a force build would be able to set up the zone file as
per what’s in ACTS. Forcing DNS in the above example would set the new A
record and would remove any custom DNS including the CNAME. So make
sure that they haven’t got any other custom DNS.

If you’re mailing Hostmasters to add a CNAME for the www to replace an
existing www A record then Hostmasters like you to close the WF in acts
which has the old IP address on it. You can either close this yourself in Portal
or CC Cancellations when you mail dnsmod.

If you’re mailing hostmasters to get them to add a custom zone file for a new
Domain or a Domain that has just transferred into us, then you need to
include all the relevant information, i.e.:

MX records
www A record
www CNAME
demon-gw A record
mailgate A record

13.2 What we won’t / can’t do in DNS

   Hostmasters will not CNAME to subdirectories, ie:

www.mywebsite.com           CNAME
     www.myotherwebsite.com/cars.html

   Hostmasters will not CNAME to another CNAME.

e.g.
www.mywebsite.com       CNAME     www.myotherwebsite.com
when
www.myotherwebsite.com is a CNAME www.ispwebserver.com
and
www.ispwebserver.com resolves to  A     111.111.111.100



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This will not work as we have experienced in the past. When a customer has
asked for a CNAME to be added and phones the next day to say that the
CNAME does not work we do a host on the domain that he has asked to
CNAME to:

host www. myotherwebsite.com
www. myotherwebsite.com is a nickname for www.ispwebserver.com
www.ispwebserver.com has address 111.111.111.100



   Hostmasters will not put ports in the zone file, ie.

ftp.mydomain                              A                195.156.221.341 : 21

All these are considered to be illegal DNS. Domain names should resolve to
IP addresses and vice versa. Characters such as underscores can not be
used. Only full stops and hyphens can be used.

   Also, we will not add a priority MX record to a machine that is not on the
    end of a permanent connection, i.e. it the customer needs to have a
    Leased Line or a Non-NAT ADSL. We will not point an MX record to an
    SDU or NDU IP address. (A few of these have slipped through the net so
    if you do receive a fax and see that the customer only has an SDU or an
    NDU, make sure that the IP address isn’t their static SDU IP address or
    part of their NDU range!!!)

    The reason we give for this is that they have purchased a dial up on
    command service from us where a permanent SMTP feed is not a feature
    of the package. Also the relays are there as a back up for our Leased Line
    customers and should not be relied upon by Dial-up command customers
    every time that their connection goes down.

Further information on DNS and office can be found on the hostmasters
website and the sort-it bible web page:
http://admin.hm.demon.net/
http://www-north.info.demon.net/departments/custrel/sortit/index.htm

13.3 More IPs
If an ADSL customer wants more IP addresses then they need to speak to
Business Sales to fill in a Regrade Form. A regrade costs £150 pounds.
This is because we have to submit it with BT who has to remotely log on to
the customer’s router to make the change.

If an NDU or LL customer phones asking for more IP’s then take their name
and telephone number and mail their details to ripeform@demon.net. This
email will go to Hostmasters who will contact the customer.

Once a customer has requested more IPs it is the Hostmasters department
who make the changes in Acts and Radius etc.


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13.4 Shadow Primary
If a customer asks to run their own DNS then the only option that we will offer
them is something called Shadow Primary. Shadow Primary DNS service is
only available to customers whose primary name server resides on a network
with a dedicated connection to the Internet (leased line, ADSL, Demon Server
Hosting, etc.). Although it is not encouraged for ADSL customers as BT faults
can result in their line being down for longer then 7 days.

Any customer who is interested in running Shadow Primary need to visit:
http://www.demon.net/helpdesk/products/dns/. They need to set up their
own zone file, which matches the minimum requirements as stated in the
terms and conditions on the URL.

Once the form is returned the Hostmasters Department will check the DNS
that the customer has set up and if it is OK then Hostmasters will set it up.
The customer has to fill in a Shadow Primary form for every Domain that they
wish to run shadow for. They don’t just fill in one form for a domain name on
their Name Server. For every Domain the Hostmasters check the zone file.
As far as the rest of the world sees Demon is ‘Start of Authority’ although the
actual zone is held on our customer’s name server.

eg.:
emedu.co.uk     86400 IN     SOA primary.emedu.co.uk michael.texx.demon.co.uk(
              2001030703 ;serial (version)
              10800 ;refresh period
              1800 ;retry refresh this often
              604800 ;expiration period
              86400 ;minimum TTL
              )
emedu.co.uk 604800 IN        NS     ns2.demon.net
emedu.co.uk 604800 IN        NS     ns0.demon.co.uk
emedu.co.uk 604800 IN        NS     ns1.demon.co.uk
emedu.co.uk 86400 IN         MX     10 mail.emedu.co.uk
emedu.co.uk 86400 IN         A     195.173.16.93
*.emedu.co.uk 86400 IN       MX      10 mail.emedu.co.uk
mail.emedu.co.uk      86400 IN      A     195.173.16.93
www.emedu.co.uk 86400 IN        CNAME emedu.co.uk
primary.emedu.co.uk 86400 IN         A      195.173.16.93
demon-gw.emedu.co.uk 86400 IN           A     195.173.16.81
emedu.co.uk 86400 IN         SOA primary.emedu.co.uk michael.texx.demon.co.uk(
              2001030703 ;serial (version)
              10800 ;refresh period
              1800 ;retry refresh this often
              604800 ;expiration period
              86400 ;minimum TTL
              )

If a customer is running shadow then we can not make any amendments to
their zone file. We copy the DNS information from their name server.

The only thing they can’t do with Shadow Primary is set up Reverse DNS for
IP’s in their range (The only exception for this is customers with a /24 or
above, which is a lot of IPs!!!) The customer has to fax in on Company


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Headed and Hostmasters will set this for them. (This is because we own the
IP range and there may be other customers within that range).

If a customer’s line is down for more then 7 days Demon will serve the zone
file as we last saw it. If a customer wants to run Shadow Primary again then
they would have to complete the Shadow Primary order form and resubmit it
to hostmasters.

To check if their Shadow Primary is working then you can dig @ip of their
name server <space> domain name <space> axfr.

e.g.: dig @194.217.254.8 intasys.com axfr

13.5 Reverse DNS
Any LL, NDU or ADSL customer with an IP allocation can request for reverse
DNS to be set up. If they fax in on Company Headed Paper, with their IPs
and what they want them set as, mail the details to dnsmod.

Mail them in the format of:

1.1.1.1                  PTR                1host.domain.com
1.1.1.2                  PTR                2host.domain.com

Remember that we can set up reverse DNS for a customer, even if we don’t
serve DNS for the domain name that he wants an IP pointing to. This is
because the IPs are ours that we have given to the customer and we serve
the zone file for the whole class C.

Customers want reverse DNS for situations like whilst trying to Telnet or FTP.
Certain servers do a look up on the IP address that is connecting to them and
if a reverse returns no information then the server will refuse connection.

If you want to check if an IP address has had reverse set up on it you can
type host ipaddress in office or sos.

e.g.

host 212.240.232.178
178.232.240.212.IN-ADDR.ARPA domain name pointer mailgate.tubedale.com

If you want to see the reverse zone file for a whole IP range then type:
dig @ns0.demon.co.uk [the first three octets of the IP address
backwards].in-addr.arpa axfr




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e.g.

dig @ns0.demon.co.uk 232.240.212.in-addr.arpa axfr

; <<>> DiG 8.3 <<>> @ns0.demon.co.uk 232.240.212.in-addr.arpa axfr
; (1 server found)
$ORIGIN 232.240.212.in-addr.arpa.
@                1D IN SOA    ns0.demon.co.uk. hostmaster.demon.net. (
                        2001061301      ; serial
                        3H        ; refresh
                        1H        ; retry
                        1W         ; expiry
                        1D )      ; minimum

              1D IN NS   ns0.demon.co.uk.
              1D IN NS   ns1.demon.co.uk.
              1D IN NS   ns2.demon.net.
113            1D IN PTR   fw0.dme.org.
114            1D IN PTR   mail.dme.org.
115            1D IN PTR   fs0.dme.org.
116            1D IN PTR   tom-riddle.dme.org.
117            1D IN PTR   serafina-pekkala.dme.org.
118            1D IN PTR   dme.dme.org.
120            1D IN PTR   tellytubbies.dme.org.
119            1D IN PTR   dervish.dme.org.
121            1D IN PTR   wanderer.dme.org.
122            1D IN PTR   the-black-cat.dme.org.
123            1D IN PTR   jukebox.dme.org.
124            1D IN PTR   wlb.dme.org.
125            1D IN PTR   m125.dme.org.
*              1D IN PTR   no-dns-yet.demon.co.uk.
126            1D IN PTR   m126.dme.org.

On the above example I’ve only copied the start of the zone file as it’s rather
large. As you can see there is a wildcard entry so that if reverse hasn’t been
set up for a particular IP, anyone doing a look up on that IP will get no-dns-
yet.demon.co.uk.

NB. If a customer says that he is trying to mail someone and it has bounced
back with a message that there is no DNS, then the mail server is not doing a
reverse on his IP. It is actually checking the MX records for the reply address
specified on the mail.
An example of this is a customer who tried to send a mail having used a reply
address of his user@subdomain.domain.com. He was actually a shadow
primary customer who had not put an MX entry in his zone file for
subdomain.domain.com or *.domain.com. so the mail server could not see the
mx records for his return address.

13.6 Load Balancing
In DNS it is possible to do load balancing. For example if a customer has two
web servers showing the same information then he can have two www A
records going to two different IPs. So anyone typing in www.theirdomain in a
browser will get one of those two IP addresses on a round robin basis thus
offering our customer load balancing.

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13.7 Home User DNS request
If a customer is a home user and does not have a fax machine and who is
therefore unable to fax in, we will accept DNS changes via email. However
they do need to mail sales@ helpdesk@ etc. from their Demon account and
we have to be able to see that their IP address matches.




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14) Domain Transfers
A high percentage of queries during our working day on service plus are
regarding domain transfers so it is well worth knowing the processes. There
are many registrars and the processes are different for each registrar.

Again there is more information on the hostmasters website:
http://ois.noc.demon.net/operations/hostmasters/index.html

Nominet and Network Solutions are the 2 main registrars that we deal with.

14.1 Nominet (www.nic.uk) are the main registrar for:

.co.uk
.org.uk
.net.uk
.ltd.uk
.plc.uk

These tend to be the easiest to transfer, as the old ISP needs to change the
IPS tag (Internet Providers Service Tag), which gives the new ISP the right to
take the Domain name. Our tag is DEMON in capital letters. (ISPs need to
register for a Tag and the full list can be found at
http://www.nic.uk/ref/taglist.html). Once the tag has been changed, a Nominet
domain can be requested in Acts in the Domain Service screen (but, for the
mail to be sent there must be a work/daytime telephone number in ACTS).

There are naming rules for these domains. A .ltd.uk can only be used with the
company’s full company name as the domain name and can only be
requested in Acts with a matching company name and company registration
number. For example Peters Plumbing Services Limited can’t be pps.ltd.uk.
It would have to be petersplumbingservices.co.uk. Only PPS limited could
have pps.ltd.uk. It is the same for .plc.uk. You can only register one if you are
a public limited company.

It used to be the case that .org.uk domains could only be used by non-
profitable organisations and that .net.uk domains could only be used by
Internet Service Providers but Nominet are less strict with these rules.

Nominet however, are still strict with .net.uk domains and only certain people
can register these (mainly ISPs). Refer to the hostmasters page:
http://admin.hm.demon.net/. On the site it says to refer to the Hosties before
registering a .net.uk domain.

When a customer fills in a showroom order form the company name and
headed paper needs to match the Registered for on the whois database.

We can change the ‘Registered for’ on behalf of a customer on the whois
database for Nominet domains as long as it is Tagged to Demon. This is not


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the case with Network Solutions Domains. It is the customer’s responsibility
to keep his registrant details up to date with Network Solutions.

14.2 Network Solutions (www.networksolutions.com)
are the main registrar for:

.com
.net
.org
.edu

With NetSol domains, it is the new ISP that initiates the transfer by sending a
notify template to the old ISP (it is actually 2 templates. 1 template is to
change the Technical, Billing and Admin contact and the other is to change
the name servers). The old ISP checks if they have had a cancellation form
from the customer informing them who they wish to transfer to. The ISP will
then either ‘ack or ‘nack the template. ‘Ack means that they accept the
changes and Network Solutions make the changes. If a template is ‘nacked
then the ISP ‘nacking the template should inform the other party as to the
reason why. This could be because they have not had authorisation from the
customer or the template has not been filled in correctly and the old ISP has
been left as some of the contacts.

As we are a ‘gold partner’ with Network Solutions then we can always
escalate a few situations to Hostmasters who can mail our Account Manager
at Network Solutions in America.

There are other Registrars but if we have problems transferring other .com
domain into us then the customer can request that the registrar is changed
to Network Solutions. They need to fax in the following on Company headed
paper and signed by an officer of the company.


Network Solutions,
C/O Demon Internet

Dear Sir,

We, <COMPANY>, hereby authorize Demon Internet to change the registrar
of my domain:

<DOMAIN> as noted in NIC-<TRACKING No> to Network Solutions.

Yes, I agree that the Change of Registrar Application to the NSI
registrar should be processed accordingly.

Yes, I, the new registrant, agree to the Terms and Conditions for the
DNRA.


If the domain is under another registrar, then you would need to mail dnsmod
to get Hostmasters to send a manual Template to Network Solutions, in order
to raise a tracking number.

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Also, we will not get delegation of a Domain name if the Company name in
Acts does not match the Company name that is on the zone file.

Front End Provisioning will not set up an account if the Company name on the
order form does not match the owners of the domain on the whois database.
They will require a fax from the company who ‘owns’ the domain name
allowing the prospective customer to use the domain and set up services with
Demon. It is usually the case that the Domain has been set up incorrectly
with for example the old ISP’s or consultant’s name entered rather than the
customer. If the Domain should be in the customer’s name then this is up to
the customer to resolve. We will not get involved in arguments over Domain
ownership.

Network Solutions no longer have a monopoly over .com domains and there
are now other Registrars that offer these (e.g. Bulkregister, Core,
Easyspace, Register-dot-com Tucows, UK2Net and Worldnic. See the
attached for how to transfer these.) Most of these are however, online
registrars and can only be contacted by email. Each of them has there own
transfer procedures and if these are followed then there are generally not any
problems. Transferring these are generally username and passwords. The
delay in transferring these domains generally comes when the order is added
and they are not recognised as being different registrars and are requested in
Acts. There can be problems in transferring some of these occasionally and if
you do get an ongoing domain transfer issue then the best way to resolve it is
to instigate a registrar change to Network Solutions (as previous page).

NB: On any day that a domain transfers into Demon it needs to go through the
midnight build. Bear this in mind when speaking to customers. In Acts, on
the Domain service screen under got delegation it may say 9.35am but it
won’t go through the midday or 6pm build.

14.3 police.uk
Occasionally you may find Police Forces asking for DNS amendments but you
can not locate these accounts in Acts. This is because Demon Internet is the
Registrar for .police.uk domains (the equivalent of Network Solutions for
.com). What they are usually requesting is to change their Name Servers. If
a Police Force make a request to change the name servers then they need to
write in to:

Hostmasters Department
Demon Internet Limited
Gateway House
322 Regents Park Road
Finchley
London
N3 2QQ

It needs to be on the Police Force headed paper and a fax will not suffice.

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As we are the registrar for these domains a Whois will not work in office. (A
whois is 3a script in office that checks the various whois servers.) To check
these domains do a host –a –l police.uk in office and this will bring up all the
domains and the name servers on which they reside. For some of them you
will find that they reside on Demon Name servers eg. scottish.police.uk in
which case we are their ISP so you will find their account in Acts. Treat these
DNS changes as any other account.

14.4 .tv (www.tv)
Requests for .tv domains are rare but we have come across them. .tv
domains are the TLD (Top Level Domains) for Tuvalu which is composed of
nine tiny atolls spread across hundreds of miles in the Pacific Ocean. Tuvalu
occupies only about ten square miles of dry land and has a population of
10,000. Enough of the Geography lesson. The problem with these TLDs is
that there is no set price for them. The people of Tuvalu use the proceeds of
domain registrations to increase their quality of life. So we don’t know how
much a domain name is going to be until we apply to register it. The process
is that we’re meant to find out the price of the domain name and then invoice
a customer.

14.5 Error 504 in Acts
There are other domains which can be requested in Acts, (like .je domains for
Jersey), but when you try and add them to Acts an error comes up. This error
is normally 504 saying that you can not add the domain. However
Hostmasters can add these domains so mail hm@demon.net requesting that
they add and request the Domain in Acts.




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15) Cancellations

If a customer wishes to close their commercial account then they need to fax
their request on Company Headed paper that corresponds with the owner of
then Domain name and the Demon account in question. For the fax or letter
to be valid it must be signed by a Director of the company.

The Cancellations need the following information:

   What they want to do with the domain name. They can either transfer it
    to a new ISP, it can be lamed, or we can simply host it for a cost of £100
    plus VAT per year. If they are transferring, we need the name of their new
    ISP. For .co.uk domains we also need the TAG. For .com domains the
    new ISP will need to send the template.
   What services they want to close.

Cancellation Requests must be sent to 0870 052 3290 (this is a Dfax number.
If it is not working you should use 020 8492 7086)

Cancellations have 3 pending folders for any outstanding requests. If
cancellations leave a note on the account saying that they put the paper work
in one of these, this is what they mean:

1) UNACTIONED: The customer has asked to close all or some of their
   services but have not said what they wish to do with their domain or they
   have not given us the TAG of their new ISP. Cancellations would send
   them a cancellation form

2) AWAITING SERVICES: The customer has asked us to release their
   domain but have not told us what , if any, services they wish to close.
   Again a cancellation form will be sent to them to return.

3) RELEASED WAITING TO TRANSFER: In this instance we have all the
   relevant information and we are waiting for transfer of the domain name.
   Cancellations will not close down any services until the domain has
   successfully transferred. (Do a dele from office to see if it has.) If the
   Tag has changed then the customer has to chase the new ISP to pick up
   the domain or in the case of .com domains they need to send us a
   template.

Cancellations will not cancel a service on receipt of a cancellation form
alone.
We need the corresponding Headed Paper as well.

Templates:

Remember acked means that we have received authorisation to release the
domain, the templates have been filled in correctly (Demon’s Name Servers,


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Admin, Technical and Billing contact have all been removed) and the template
has been filled in by the correct ISP.



nacked means that the Hostmasters have rejected the template and it is no
longer valid. A new template will have to be sent if it is rejected. It can be
rejected for a number of reasons.        - We have not received authorisation
from the customer.
                    - Template is from the wrong ISP.
                    - Information is missing from the template.
                    - Information has been filled in incorrectly.

In all cases Hostmasters will put a note on the account stating whether they
have acked or nacked a template and the reasons why if it was nacked. Once
it is acked it takes a bit of time to transfer (up to 24-48 hours).

Once the cancellation has been actioned, the paperwork goes to billing to get
any credits done etc.

At the time of writing this Cancellations quote up to 5 working days for
cancellations. However both NDUs and LLs are subject to a 30 day
cancellation period.




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16) Order Process

16.1 New Orders
Front End Provisioning is the department in London that adds new orders to
the system. Business Sales sell the products and when they receive the
order it is passed upstairs to the Order Tracking team to add it to the order
Tracker. The order is then vetted by Order Tracking. If there is anything
incorrect or missing from the order, it is returned to the Sales Executive in
order to call the customer back to get the relevant information.

Once the order form is corrected it is passed to Front End Provisioning where
it is added to the system and Domains are then requested. There is currently
a 10 working delay for FE Prov to set up any orders. On Service Plus we will
only chase up orders for Customers that are over 10 working days.

To find out the status of any order we have access to the Order Tracking
Database that is used in London. If a customer calls regarding his order the
database can be used if it is not on ACTS.

The Order Tracker can be called up by clicking on Start, Run, typing
\\Pole\User\Groups\Custservs\ then OK. Then go into the Order Tracking
directory and double click on Order Tracking .xls

If it is under 10 days then inform the customer that it has been received and it
is in the process of being set up.

The Order Tracker should be updated so you should be able to find out what
stage the order is at or the reason for it being held up, if it has. Common
reasons for hold-ups is if the Company Headed paper does not match the
Registrant details on the whois Database or if the username and password is
missing for Bulkregister Domains etc.

If it has been passed back to the original Sales Agent due to the order form
being filled in incorrectly, it is worth phoning the Sales Executive whilst the
customer is on the phone, to find out what is required as this can save time.
The Sales Executive should then take the call and once the order is complete
they should pass it to Order Tracking in order to be passed back to Front End
Provisioning. It would be passed back if parts of the form are not filled in, for
example Hostnames from an Additional Mail and Web Forwarding Order
Form. (The Sales Executive should check this before passing it to Order
Tracking in the First Instance).

Once an order has been placed on the system, FE Prov should send a
conformation letter to the customer. There are some copies of these in the
Service Plus folder on the G drive, in a folder originally titled ‘Confirmation
Letters’.


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16.2 Migrations
Front End Provisioning are also responsible for Migrations. These are
customers migrating from Old Com Web to new Com Web or from Diva
Space to more Showroom Space.

The customer faxes in on headed paper indicating that he wants to migrate
his space. FE Prov then set up new web space on the account and point a
temporary domain to it. They then inform Web Admin who copy the space on
the server. The customer is then faxed details of his new space, the IP
address, etc and the customer then checks the site on the new space to make
sure that the scripts work etc. Once the customer is happy they sign a form
that FE Prov would have sent them indicating that they are happy with the
new space and want the DNS change to take place. FE Prov will then amend
the web routing in Acts, mail hostmasters in order to get the DNS updated and
billing to get the billing amended on the customer’s account. They will then
close the old sapce.




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17) Customer Relations
Customer Relations take escalated complaints (except SDU related) and
research in depth customer correspondence. Each week the department is
split into different roles to cover the responsibilities that they have. These
include:

Phones – Customer Relations take escalated calls from all departments
within Demon.

To call them from Southend:
#1035 – For General Advice and Enquiries (without customer on hold)
#8035 – To transfer a call (with customer on hold)

Callbacks – This is to look into and reply to callbacks requested my
Departments in Demon when Relations have been unavailable.

Letters – Customer Relations also draft and send out letters replying to
customer complaints and compensation claims.

Emails – Same as above but in email form!

They also get CEO correspondence from Scotland, which has to be replied to
within 24 hours.

If Customer Relations are engaged then you can add a Callback Request to
their Callback tracker by clicking on a link on the SPT page

http://www.support.demon.net/serviceplus/

or by going to

http://www.info.demon.net/apps/callback/

and using your Southend Log in and password.




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18) Sales
Sales are split into 3 areas:

SDU Sales - 0800 027 9200 – (or ext. 5192)

SDU Sales (as you can probably guess) sell Standard Dial Up accounts. If
the customer want to pay by Credit Card then they can set up the account
over the phone. If they want to pay by invoice then they have to fax or post in
and with a direct debit form they have to post in.

All Order forms are passed to Customer Service Administration to set up.

Net Sales - 0800 027 3737 – (or ext. 5050)

Net Sales sell Leased Lines, NDUs and ADSL connections.

If you want them to call a potential customer then you can mail
netsales@demon.net

Web Sales - 0800 027 0555 – (or ext. 5060)

Web Sales sell showroom accounts, Mail Forwarding, Web Forwarding, Mail
Rewriting etc.

If you want them to call a potential customer then you can mail
websales@demon.net




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19) Service Plus Systems
On the Service Plus Team there are some applications that we use that can
be found on our web page: http://www.support.demon.net/serviceplus/
The main two are the Call-back Tracker and the Fax Tracker.

Call-back Tracker

The Call-back Tracker can be called up by using the link on the SPT page or
http://www.support.demon.net/serviceplus/callbacks/index.html
Richard will need to activate a username and password for you to log in.

If you’re on Call-backs then you can view outstanding callbacks on this list
and mark ‘own’ for any callbacks that you’re looking dealing with. This stops
anyone duplicating the same work and once you have done the callback mark
it as Done.

A customer service or helpdesk advisor needing to submit a callback needs to
go to the Callback Request Page: www.support.demon.net/enquiries then
select Callbacks. They need to fill in the form and tick ‘SPT’.

Fax Tracker

The fax Tracker is just as straightforward. This can also be called up from the
menu on the Service Plus.

However before actioning any fax, the normal checks should take place:

-Is the fax on Company headed paper?
-Does the company name & address match the details we have on the
system?
-Is the fax signed?
-If it’s to do with a domain transfer does the Headed Paper match the whois
Database and is it signed by a Director of the company.

Once you have actioned the fax and placed a note on Acts/Portal enter the
Fax details on to the Fax Tracker.

Service Plus Mail Lists

On Service Plus we have four mailing lists:

sos-spt@demon.net -
      This mailing list is for anything for the team’s attention. Other
      departments within Southend and London mail us with any news, or
      new policies or procedures. We will mail this list for points for our next
      meeting etc.




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sos-spt-dns@demon.net –
      When mailing dnsmod it is best to CC this mailing list so that if your
      shift finishes we can see what you requested and what the
      Hostmasters have responded.

sos-spt-callback@demon.net –
      Mails are sent to this address from anyone who fills in the SPT
      Callback request form. These mails go into the callback tracker. It is
      from the call back tracker that these mails should marked done once
      they have been actioned. It is, however, worth keeping an eye on the
      callback mail list in your mailbox if you are on callback duty as some
      people mail directly to this address rather than using the online
      callback form.

serviceplus@demon.net –

       Departments within Southend (Enquiries, Helpdesk, Commercial
       Helpdesk etc.) bounce mail to this address when they have received
       mails to their external mailing lists that pertains to SPT’s
       responsibilities.




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20) Billing
On Service Plus we deal with escalated billing enquiries. Sometimes they can
be easily solved whilst the customer is on the phone but sometimes it is best
to get as much information as you can. You can then look in to the problem
whilst the customer is off the phone and then call them back with the answer.

Once you have located the account on Portal the best place to start is the AR
Window (Accounts Receivable).



                             Displays account receivables window for the current
                             window




Clicking on this button will bring up the AR window for the account that you
have opened:




Click on Search Criteria at the bottom.




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Tick on the Closed and Pending check boxes. This will call up all invoices
even those who have been paid. From here you can see what he has been
charged on his Monthly invoices. Remember that any amounts due in a
month, are lumped together. So a monthly SDU and DIVA will be £41.12.

If the customer is querying one invoice in particular then you can find out
more by using the Event Viewer. To do this, click on the + next to the Bill
Number.




Then right click on the Cycle Forward amount and left click on Show Events
      for Item




This will call up an Event Browser. Click on search.


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From the window on the left-hand side you can see that this customer was
billed for a Monthly Standard Dial-Up account and a ‘Web Classic’ monthly
5MB. As you can see from the price list appendix this comes to £35 + VAT
(£41.12).

The left-hand pane shows the events found by your search criteria. Each of
these may be opened up for more detail by clicking on the plus sign to the left
of the event,

The right hand pane shows far more information than you require but the
details you need are on it - somewhere! Usually, clicking on one of the blue
links will take you to a screen, which will show you what you are looking for.

The Blue Links
The /account/ ….. link will allow you to identify the Portal account number.

The /service/dil.. link will show you details of the service including the login
and domain name

The /service/admin….. link will help you to identify the logon of the user who
initiated the event.

The /item/ ….. link will give you details of the item such as the date the event
was initiated and the value.


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21) Other Useful Information

New Com Web Service ID

To find out if a customer is on Old or new Comweb then then wgrep and winfo
should be used on the Commercial Web pages. However, as a general rule
of thumb if the service ID in Acts is after 780658 then they are on New Com
web and if it is before then they are on Old Com Web.

Basically the Difference between Old and New Com Web is where they
upload to, what the customer can do with their site and how they have to
reference certain scripts in order for them to work. If you want/need more
information on the difference between Old and New Com Web then you will
need to see a Commercial Backliner (or you can bother a frontliner as they
should also be able to explain the difference!).

Linking Accounts in Portal

This is something that is very useful to know, as we sometimes have to do
this in order to action Mail Forwarding changes etc in Acts. If a customer
wants to point his Mail Forwarding for his domain, to a dial up account that is
on another account number then you need to ‘link’ these accounts in Portal.

Open both the accounts in Portal so you get the account numbers in the left
hand Account Organiser Window. The account number that you want to link
to i.e. the account number that has the SDU Hostname on it needs to be
dragged and dropped onto the account number that has the Domain name.
The account that has the domain to be pointed to the SDU becomes the
‘parent account’ and in Acts the SDU Hostname will be added in the relevant
drop down lists as LINK:

Routed Domains in Hostmasters Manager

The "routed domains" box means that it is the lead domain on a Leased Line,
NDU or ADSL account and that we should expect some custom DNS for that
domain. It also acts as a reminder that that domain needs a mailgate entry
and should stop people from doing a "force dns rebuild" on it. The
Hostmasters also use it to point to a separate file in order to serve DNS.

If it's a /24 allocation (254 useable IPs)which, I admit, is rare these days, then
it can automatically include the reverse zonefile name in named.automated.
(Basically their Reverse will be set up automatically from what they have as
their forward on DNS.)




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22) Troubleshooting
                                    Domain Transfers

Domain is transferring in and customer is chasing:

.co.uk:
        -Do whois
       -Is the tag DEMON? If not then the customer must contact his old ISP
       and ask them to change the tag to DEMON.
       -If the tag has changed then check in Acts if it has been requested.
       There should be an auto note or you can see the date requested in the
       Domain Service screen.
       -If it has not been requested then click ‘request domain’ in the Domain
       Service screen. We should get delegation within 24/48 hours.
       -If it has already been requested and you think that we should have
       delegation then ask the advice of someone from SPT before ringing
       Hosties.

Network Solution (.com):
     -Do whois
     -Do a tn in office to see if NetSol have raised a tracking number for it.
     -If they haven’t then it hasn’t been requested. Look in Acts to see if it
     has been requested. If it hasn’t then request it in Domain Service
     screen. Providing the other ISP ‘ack the template then we should have
     delegation within 24/48 hours.
     -If it has been requested, then it is possible that the mail hasn’t been
     sent. Check the AutoEmail List button on the Customer Details screen
     and if there is a mail waiting there to go out it means that there is
     something missing in ACTS like a work telephone number. If you’re not
     sure at this point then ask the advice of someone else from SPT or
     failing that it can be escalated to Hosties.
     - If we have requested the domain name and there is a tracking
     number, then advise the customer that we are waiting for the other ISP
     to ‘ack the template. You can always give the tracking number to the
     customer to pass on to his old ISP.
     - In extreme circumstances, if the other ISP is not acknowledging the
     templates, or if they have gone out of business, then the customer can
     fax in on headed paper, signed by a director authorising us to take
     delegation of the domain. This could then be passed to Hosties who
     would mail Network Solutions and they would make the changes.

Other Registrars:
      -Check the other Registrars table (which you will find in the appendix at
      the back of the book) for other registrant’s and their procedure and find
      out if that has been followed.




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Domain is transferring out and customer is chasing:

.co.uk:
      -Do whois. Has the tag changed?
      -If the TAG has changed then the customer has to chase his new ISP
      to ask them to request it.
      -If it hasn’t changed then have we received a fax from the customer?
      Cancellations would have put notes on the account that they had
      received a fax and that they had mailed dnsmod, asking them to
      change the tag. The customer should have informed us by CHP that
      they want to transfer their domain, who to and their tag.
      -If the customer says that he has faxed this then you could either track
      the fax down or get them to fax a copy in for your attention. You could
      then fax this to Cancellations or if it is very urgent and you are certain
      that the fax matches the registrant details on the whois database then
      you could mail dnsmod asking them to change the tag and what to.

Network Solution (.com):
     -Do whois.
     -Do a tn in office. Have we received a notify template? If we have then
     hosties should ‘ack it or ‘nack it. Check the notes on Acts.
     -If we have not received a template then the customer needs to chase
     up his New ISP as we will not ‘push’ a domain name away from us.
     They need to follow the normal NetSol procedures.
     -We of course need a fax from the customer authorising us to release
     the domain name and who to. If there is not a note on the account by
     cancellations stating that we have the correct authorisation from the
     customer to release the domain the Hosties would ‘nack any template.

A Domain has been transferred away but we’re still serving DNS:

       -If the DS service is still listed as ‘open’ but the domain has transferred
       away then get in touch with Cancellations. Their services remain open
       until their domain has transferred to prevent them being left without any
       services.
       -In the meantime in the Hostmasters Manager screen change the DNS
       Configuration from ‘Normal’ to ‘Domain Not Served by Demon’ and this
       stops our Name Servers from serving any form of DNS after the next
       DNS build.

A customer has asked us to change a tag as he wanted to leave us but
has changed his mind:

       -There is nothing we can do unfortunately. It might be on our Name
       Servers but we have no rights over the domain. It belongs to the Tag
       Holder and it is up to them to change it back to DEMON. The customer
       will have to contact the tag holder.




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A domain name has been set up incorrectly:

       -If a customer reports that his domain name has been spelt incorrectly
       or has been registered as .co.uk rather than .com etc. then you will
       have to contact Customer Administration. They will dig out the original
       order to establish who is to blame.

                                           Web Services

Customer can not call up his website:

WF on our com web servers:

       -Check ACTS ‘Web Service Help’ screen. Does the bottom half of the
       screen match the top half? In the bottom half is the domain not only
       pointing to the correct IP address but the correct web service?
       -Does the IP in Acts match the www A record that is on the zone file?
       -Do webcheck from office. Do the caches match the information being
       served by NS0, NS1 and NS2? If not, remember that any customer
       dialling up using Demon will get their information from the caches so
       they will need to wait for these to expire and get the fresh info from the
       name servers. If the customer is dialling up from somewhere else then
       their caches might also need to update.
       -If we do not have delegation of the domain name, has the other ISP
       entered the correct IP address? Try host domain.com in office to check
       the address.
       -If you have checked everything above then consult another colleague
       on SPT and after that it is only a short walk to Commercial Helpdesk
       who can verify if all is well on the commercial web servers.

Offsite WF:

       -Ask what IP address it should be going to. Do host –a –l. Does the IP
       address match?
       -If it doesn’t then did the customer request the change? Did we action
       their request incorrectly? Has it not been actioned? If so action it. If
       the customer hasn’t requested it then get them to fax in on headed
       paper with the IP address it should go to and advise them it will go
       through the next build
       -Again it could be a caching issue. Did we make the change recently.
       Are the caches in Sync? Try a webcheck from office.
       -If the IP address is correct on the zone file then it is likely that the
       other ISP is running HTTP1.1 (several websites running under one IP
       address) in which case the other ISP needs to configure their
       webserver to accept requests for their domain and to point it
       appropriately.




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Customer wants to test the com web space that they have uploaded but
the domain name is not pointing to it:

       -If they have uploaded their site then they can type in:
        http://(upload-username).newcomweb.com to see if their site works.


                                            Mail Services

Customer has recently changed MX records but their mail is bouncing:

       -Check MX records by doing a host –a –l in office.
       -Do an mxcheck in office. Do the caches match what the name servers
       are showing?
       -Are the MX records what they requested?
       -If they are then are they onsite? If they are going to the punts then is
       there an entry in Acts for the domain name to go to the appropriate
       Dial-Up?
       -If they have changed their priority to go to a new mailgate then is their
       mailserver set up to accept mail for that Domain? Some mail clients
       like Exchange need to be configured to accept mail for their addresses,
       as all others will be rejected.
       -Telnet to their mailgate IP address on Port 25. If there is no response
       then they need to open port 25 to accept SMTP traffic! If you can telnet
       in then it might be worth spoofing a mail (see page 19).
       -It is possible that if their Domain name has been pointed to their
       SDU/NDU that their mail is being rejected for the same reason as
       above due to us rewriting their mail to their SDU/NDU name. Check
       the Mail Routing Services Screen in Acts and check if Rewrite to Host
       is ticked. If so then their mail is being written to the
       hostname.demon.co.uk address. Are they set up to accept mail for
       their hostname.demon.co.uk? If not then there’s the problem. Untick
       the rewrite to host box.


Customer has recently changed MX records but some people can’t send
him mail whilst others can:

       -This is likely to be a caching issue. Some people might be picking up
       cached information. Do a host –t mx and a mxcheck from office to see
       what MX records are set up and what the caches are showing.
       -If cache1 and cache2 are not in sync then customers dialling up using
       Demon as their ISP to send mail will have a 50% chance of getting the
       right information depending on what cache they’re hitting.




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Customer has recently set up MRWT and the offsite mail is arriving OK
but the mail that was arriving all right before is now bouncing:

       -This is a ‘side effect’ of Mail Rewriting. ALL the mail is rewritten. So
       the mail for john@hostname.demon.co.uk is arriving ok to
       john@hotmail.com (because it is rewritten to the hotmail address and
       he is obviously set up to accept mail for hotmail.com)
       But for usernames that are not being rewritten and are going to the
       Demon dial up account, they are being rewritten to the .demon
       address. There is nothing that we can do about this. They need to
       configure their end to accept mail for their .demon address.




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23) Useful Numbers, Email addresses and Fax
numbers
1) Hostmasters – 1132 – Probably the team that we speak to most.
   However we try and keep these calls to a minimum, as the Hostmasters
   are very busy. We generally only need to call them in the situation of rare
   Registrars or strange situation that we have. Other members of Service
   Plus should be able to answer most of your questions.

   Email: (DNS changes to)                                 dnsmod@demon.net
          (Domain transfer passwords etc.)                 hm@demon.net
          (Customer facing)                                hostmasters@demon.net
   Fax:                                                    020 8371 1285

2) Customer Relations – #8035 & #1035 – Customer Relations take all non-
   SDU related complaints and as we have taken over their old DDI we often
   get callers asking to speak to Relations or individuals in Relations.
   Anthony Shaw is a fictional name that Relations use on their emails and
   letters so any one asking to speak to him should be passed to Relations.

   If Relations are engaged then use the Customer Relations callback
   tracker. There is a link on the Service plus page or you can use:

   http://www.info.demon.net/apps/callback/

3) Order Tracking – 5089 – Ring Front End Provisioning if you want to
   chase up an order over 10 working days or to check if they have an order.
   Also call them if you want to see a copy of an order. These guys can get it
   faxed down to you.

   Email:                                                  custservadmin@demon.net
   Fax:                                                    020 8492 7085 (although for
                                                           the time being this is directed
                                                           to 1201)

4) Cancellations – 5547 – Cancellations deal with the closure of all
   commercial
    accounts. If you want to find out the progress of a cancellation then give
    this lot a tinkle.

   Email:                                                  cancellations@demon.net

5) ADSL Provisioning - 1254 – If you have a customer on the phone who
   wants to find out the progress of his ADSL order then check the ADSL
   order tracker to find out how far it has progressed. If the order is on Acts
   and the IPs have been assigned then call ADSL Provisioning. They will be
   able to tell you if it has been submitted with BT, when it will be installed
   and if it has rejected.


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6) Mail Admin – 1675 – When all else fails, i.e. the Helpdesk/Commercial
   helpdesk cannot help the customer and Acts looks correct to you, but the
   customer is still having mail problems which need to be urgently resolved
   then call Mail Admin.
   Mail Admin can do destination mail kicks (all the mail on a dial up to
   another dial up or a specific address.) SDU Helpdesk backline can do
   normal mailkicks or mailkicks for an SDU to an ADSL mailgate IP. For
   NDU mailkicks see, Commercial agents or Commercial Backliners.

7) Web Admin - 1022 – When all else fails and ACTS looks correct, but the
   customer is still having problems see Commercial Support. They will have
   a look at it and if they can not help they will refer you to Web Admin.

8) DSOC – 1202 – Will action Mail kicks for SDU and NDU customers (you
   can also email config@demon.net or speak to a backliner). DSOC also
   investigate problems that cannot be resolved and give updates on current
   ongoing problems affecting internal and external customers, as well as
   deal with unresolved Dfax problems; they can check Line numbers and the
   Dfax server.

9) Helpdesk Backline – 4996 – Will set SDU login and POP 3 passwords
   and answer any SDU related technical queries or investigate why
   callbacks are not actioned. Do not email passwords.

10) Technical Provisioning Team (Engineers) – 1297 – These chaps deal
    with router configurations and activation of leased lines and should be
    referred to only via the commercial helpdesk on extension 4367. Refer to
    team leader if you have to go to them directly.

11) Technical Provisioning Team (Telecoms) – 1151 – Deal with
    provisioning of leased lines. That is to say, installation dates,
    cancellations, BT, BT faults, and circuits etc. This department is a good
    point of contact if a customer is reporting that BT have not responded to
    collect or install their leased line equipment. Generally, they are the
    administration department for any product that involves a supplied router.

12) Oops I forced a build when I shouldn’t have. Don’t panic Mr.
    Mainwaring! Inform Richard or Barry and they will either call or get you to
    call Simon Hewison. Call him on 1242 as he is the ACTS guru and he
    can prevent a build going through. He can also help with any ‘back office’
    ACTS issues ie ACTS isn’t correctly creating zone files or routing tables
    mail or web etc.




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OTHER USEFUL EXTENSIONS:

Debt Management         -                 5513
Business Sales (NDU & LL)-                5050             External – 0800 027 3737
Business Web Sales      -                 5060             External – 0800 027 0555
Abuse                   -                 1160
Billing                 -                 5546
Cashiers                -                 5545
SDU Sales               -                 5192             External – 0800 027 9200

*NB All these number are correct at the time of going to print. Use the phone
book from the Service Plus page (or pbook command in office followed by
name) if any of these numbers turn out to be incorrect.




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  24) Access Numbers

  24.1 SDU
  +44 1883 120666 - International (Green ROMP)
  +44 1883 121666 - International (Purple ROMP)
  Green 0845 2120 666 X2 V90
  Purple 0845 2121 666 K56Flex V90
  Orange 07973 100666

        Call type                Green             Purple              Orange            Black
Analogue up to 33.6kb/s       0845 212 0666     0845 212 1666                        0845 350 5033
V.90                          0845 212 0666     0845 212 1666                        0845 350 5033
K56flex                                         0845 212 1666                        0845 350 5033
X2                            0845 212 0666
ISDN                          0845 212 0667 0845 212 1667
Orange data card/digital                                            0973 100666
Orange data
                              0845 212 0666     0845 212 1666
card/analogue
Surftime daytime                                0844 099 6662
Surftime eve/weekends                           0844 041 6662 (also PC+ 24/7)
Surftime day ISDN                               0844 099 6672
Surftime eve/w/e ISDN                           0844 041 6672 (also PC+ 24/7)



  24.2 NDU


                                ISDN (64k)
                                RED       0845 212 1661

                               ISDN (128k)
                               RED       0845 212 6677

    Premier Connect Plus
    24 Hour Access                  0844 041 6675                  ISDN (64k)(G5)
    24 Hour Access                  0844 041 6677                  ISDN (128k)(G5)
    24 Hour Access                  0844 099 6675                  ISDN (64k)(G4)
    24 Hour Access                  0844 099 6677                  ISDN (128k)(G4)




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25) Index:

                    A
A Records                              10
                                                                       E
Access Numbers                        104                              F
‘ack                                   84
Additional Mail Forwarding             53            Forcing a Build          25, 70
Additional Web Forwarding              53
ADSL:                                                                  G
- Product Overview                      45
- ACTS/Zonefile                         47                             H
- ACTS                                  48
- ADSL Service Screen                   49           Help Screen in Acts           65
- Order Process                         50           host                      13, 14
Automaster                              68           host –a –l                    13
                                                     host –t mx                    14
                                                     Hostmasters                   73
                    B                                Hostmasters Manager           70
                                                     HTTP 1.1                      31
BDU (Business Dial Up)                  59
Billing                                 92                             I
                                                                       J
                    C                                                  K
Caching                            8, 16
                                                     kill –hup –1                   12
Cancellations                         84
cgi.www.demon.net                     10
CNAMES                            10, 74                               L
Customer Relations                    88
                                                     Leased Line (also Superstore)
                    D                                - Product Overview            39
                                                     - ACTS/Zonefile               40
                                                     - ACTS                        41
Demon Commerce
- Product Overview                    53
Demon Server Hosting                                                   M
- Product Overview                   60
- Prices                             61              Mail Forwarding               27
- Acts                               62              Mailgate Button               36
Dele                             16, 18              Mailgate Manager              37
DFAX                                 56              Mailgate IP               35, 40
Dig                                  14              Mail Rewriting
DIVA                                                 - Product Overview            53
- ACTS/Zonefile                       25             - ACTS                        54
- ACTS                                30             Mail Spoofing                 21
DNS Overview                           6             Manual Configuration          71
DS (Domain Service)                   66             Migrations                    87

Confidential                                  Page 105                         26/07/2011
Created by ps                                                               Version 2.00
Demon Internet - Service Plus Level 2 Training - Yellow Pages
mxcheck                                 16           - Product Overview          33
MX Records                               9           - ACTS/Zonefile             33
                                                     - ACTS                      35
                    N                                Superstore:
                                                     - Product Overview          39
                                                     - Acts/Zonefile             40
‘nack                                   85
                                                     - Acts                      41
NAT, Non-NAT                            45
NDU
- Mail                                  35                           T
- Acts                                  35
Network Solutions                       81           TAG                     80, 96
Nominet                                 80           Telnet                      21
nscheck                                 16           Templates                   81
                                                     TTL (Time to Live)           9
                                                     Traceroute                  22
                                                     tn                           20
                    O                                .tv                          83

Order Tracking Database               86                             U
Office                                12
Offsite Mail Forwarding           28, 40                             V
Offsite Web Forwarding                30

                    P
                                                                    W
.police.uk                             82
ping                                   20            Web Activation Form         41
                                                     Web Check                   16
                    Q                                Web Forwarding              29
                                                     Whois                       17
                    R                                Wildcard                    10

Registrars                            80
Regrade Form                          75                             X
Relays                                10
Reverse DNS                           77                             Y
Rewrite to Host                       28                             Z
Romps                                104
                                                     Zone File                    9
                    S
SDU                                   23
Server Hosting                        60
Shadow Primary                        76
Showroom (Plus, Pro, Gold):
- Product Overview                    24
- ACTS/Zonefile                       25
- ACTS                                27
Super Showroom:

Confidential                                  Page 106                        26/07/2011
Created by ps                                                              Version 2.00
Demon Internet - Service Plus Level 2 Training - Yellow Pages

				
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