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BIND's Support Model
Author: Reference Number: AA-00577 Views: 2388 Created: 2012-01-05 01:22 Last Updated: 2012-01-06 22:18 0 Rating/ Voters

BIND's Mix of Community Support, Professional Support, and the DDI Eco-System

BIND is a managed open source solution. This support model provides the global community of users with the best of two worlds - the open source community of your colleagues using the same software AND traditional software support through ISC’s professional services. Like most open source projects, most users get help by asking other users of the software. ISC's BIND is no different. Most BIND users get help through ISC's documentation, knowledge base (KB), or through the BIND-USERS community. BIND users seeking help are first asked to check is the BIND Users community, our KBs, and Documentation (see the check list below). But, we know that many networks need more than community support. They need someone to call. They need someone accountable. They need an organization that would be there when there is a problem with their DNS systems. ISC's traditional software support services provides access to the best DNS talent on the planet. It is professional support for BIND that provides accountability and peace of mind when there are live operational issues. Our software support services range from Basic 9-5 Monday-Friday to options that meet the requirements of the largest service providers. The mix of traditional software support combined with an open source community is one of the reasons why BIND is the most widely deployed DNS software in the world.

BIND's "community" does not stop with the community and traditional support.  ISC’s open source license has facilitated an entire eco-system of DDI partners ( DDI = DNS, DHCP, and IP address management). These eco-system partners use ISC software as a part of their solution, adding in-depth value through their own innovation.

Get Connected to the BIND Community (Check List)

Everyone who runs BIND should have some sort of relationship with ISC. This "relationship" is free. It is part of the BIND Community of support. This will insure that everyone using BIND will know about critical issues, security vulnerabilities, new features, and new DNS issues in the industry. To start, follow steps 1 - 5 below. This will "plug you in" to the BIND community.

  1. Subscribe to the BIND Announce alias. This alias is used to get the word out. New versions of BIND, public alerts, news, webinars, BIND events, and other activities are shared through BIND Announce.
  2. Subscribe to the BIND Users alias. This is the alias to post questions to your peers. It is the traditional open source community support alias.
  3. Subscribe to ISC's Knowledge Base (what you are reading now). In 2011, ISC launched it's Knowledge Base. Over time, this would be the first place to go when seeking answers to questions. KBs are based on support tickets submitted by our support customers. ISC uses the in-depth exercise in DNS to craft KBs that help the entire community.
  4. Download Administrator's Reference Manual. The DNS Administrator's Reference Manual is the best documentation source available to a BIND administrators. It is updated with each version of BIND.
  5. Connect to ISC on Facebook, Twitter, Google+, and Linkedin.  ISC uses a variety of social media to reach our constituents. Connect to use via Facebook, Twitter, Google+, Linkedin, or other tools (lets us know if there is a popular social media tool ISC should be using). 


Get a BIND Support Contract (Check List)

What do you do when your DNS breaks? Your site is down because your DNS Authoritative servers are not working. Your users cannot access the net because your DNS Resolvers are broken. DNS is critical to the Internet. DNS is now critical to mobile telecoms. Anything that is critical should have something more than a community support option. ISC provides BIND support to some of the largest most critical infrastructure on the planet. We're the one you want to call when DNS breaks.

  1. Check the available BIND Software Support Options. Check this page for our BIND Support options.
  2. Fill out the BIND Support questionnaire. This will allow ISC to match our support options to your network environment.
  3. Explore ways to keep your DNS cost lower through Secondary DNS Name Services. Organizations can speed up their web site and gain DNS resiliency through connecting to ISC Secondary Name Services.


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