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Vultr support actually taught me DNS from scratch

Reviews by dave39 19 replies 1.5K views
dave39

Member OP

2 #1

So I opened a ticket with Vultr right,,,,, My dedi wasnt resolving anything and I was ready to sacrifice another stick of ram to the scrap gods,,,,, I figured it was their network being cheap or whatever,,,,, Usual stuff,,,,, But this agent ana she starts asking me about glue records and I was like what,,,,, I thought I knew dns I really did,,,,, Turns out I knew how to copy paste a records and thats about it,,,,,

She spent like two hours on the ticket,,,,, Walked me through the whole delegation chain from the tld down to my authoritative server,,,,, Drew it in ascii basically,,,,, I had never seen someone care that much about a ten dollar dedi customer,,,,, The scrap gods were confused that day I tell you,,,,,

Anyway I asked admin about her in a pm and they said she got promoted to community stuff now,,,,, I saw her posting as ana_mad the other day,,,,, Small world,,,,, She told me she used this thread in her interview,,,,, Full circle man,,,,,

~~dave

uma

Member

99.99% or bust

#2

Your ticket response time was the real metric. 14 minutes to first response, 2 hours to resolution. I've seen providers with 99.999% uptime and 48-hour ticket queues. About support quality either.

436 days. reboot is surrender.
liam_funky

Member

Vancouver

#3

1. Good to see positive support stories
2. Ana sounds like solid hire
A) technical depth
B) patience with customers
C) community-facing role makes sense
3. Dave you should update your dns notes
I) glue records
Ii) delegation chain
Iii) authoritative vs recursive
4. Vultr has been reliable for me too
5. Thanks for sharing

armstrongvds

Member

ARM Enjoyer

#4

Insane value when support actually knows their stuff! Ana sounds like she runs circles around the usual tier-1 copy-paste agents. I had a similar moment with an Ampere Altra setup where the tech actually understood ARM-specific kernel boot params. Rare breed. Vultr's hardware isn't even the story here, it's the humans behind it.

one small ping for man...
admin

Administrator

Administrator

2 #5
dave39 said:
She told me she used this thread in her interview

We did indeed reference this ticket during Ana's transition interview. Her ability to turn a frustrated customer into an advocate—while teaching actual DNS fundamentals—was exactly the skill set we needed facing the community.

Ana now handles our knowledge base and forum outreach. If you see her around, she's still the same patient voice, just with a wider audience.

Small note: Dave, your glue records are still slightly misconfigured on the secondary. I sent a PM. :)

— Admin

sudo make me a sandwich
ana_mad

Member

#6
dave39 said:
I had never seen someone care that much about a ten dollar dedi customer

Haha you were not ten dollar customer you were person with broken dns and that is universal problem!! I remember this ticket very well, was my longest that week but most fun also

I used our conversation in interview because it showed what I like about this work—teaching and fixing together. Admin gave me chance and now I get to help more people here in forum too

Sent ticket yesterday to old team just to say hello, they are doing great still

Cheers

swimming upstream since 2019 🐟
Nadia59

Member

#7

14 minutes sounds fast but was it actually useful at minute 14

nate_pad

Member

#8

What was the actual dns error you were getting

Fritz48

Member

Datenschutz First

#9

Teaching and fixing together is rare. Ana earned that role.

Neuland. Aber schnell.
dave39

Member OP

#10
nate_pad said:
What was the actual dns error you were getting

NXDOMAIN everywhere. My domain wasnt resolving at all. I thought Vultr had borked their resolvers again but nope it was me. I had moved the domain to a new registrar and never updated the glue records at the parent. So the tld servers were still pointing at my old ns ips which didnt exist anymore. Ana walked me through querying each level with dig +trace until I saw it myself. Felt real dumb but learned a lot.

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