How Domains, DNS, and Support Requests Work
This article explains how domains, DNS, and support requests work together at Sierra Interactive.
Overview
If you’re looking for a full explanation of DNS, domain ownership, or step-by-step instructions for granting domain access, see:
👉 What Is DNS and Why Does Sierra Interactive Manage My Domain?
If you need to request a DNS change or report a DNS-related issue, see:
👉 Submit a DNS Update Request to Sierra Support
Table of Contents
Why DNS Matters
Your domain connects your website, email, and lead delivery systems. When DNS is configured correctly, these systems work seamlessly behind the scenes. When changes are made incorrectly, multiple services can be disrupted at once.
To protect performance, security, and stability, Sierra manages DNS for active client websites. Clear responsibility between Sierra and clients helps prevent downtime and ensures changes are handled safely.
What You Do vs. What Sierra Does
DNS management works best when responsibilities are clearly defined. While Sierra manages the technical configuration, you retain ownership and administrative control of your domain.
You Are Typically Responsible For
- Maintaining ownership of your domain through your registrar (such as GoDaddy, Namecheap, or Google Domains)
- Logging into your registrar when ownership verification or approvals are required
- Keeping registrar login credentials accessible
- Notifying Sierra before switching domains or registrars
Sierra Typically Handles
- DNS configuration and updates
- Website routing and hosting connections
- Email authentication and validation records
- Monitoring and responding to DNS-related outages or risks
- Coordinating infrastructure or security updates
If action is required from you, Sierra Support will provide registrar-specific instructions.
Common Situations and What To Do Next
Sierra Asked Me To Change Nameservers
This is commonly required during:
- Initial website launches
- Domain transfers
- Security or infrastructure updates
👉Follow the guide for your registrar:
- How to Change Nameservers in GoDaddy
- How to Change Nameservers in Namecheap
- How to Change Nameservers in Squarespace
If you are unsure why this change is needed, you can learn more here: What Is DNS and Why Does Sierra Interactive Manage My Domain?
I Need Sierra To Update or Review DNS Settings
DNS updates must be submitted through Sierra Support so they can be handled safely and accurately.
👉 Submit a DNS Update Request to Sierra Support
Best Practices For Avoiding DNS Issues
Following these recommendations helps prevent downtime and service interruptions:
- Avoid making DNS changes unless instructed by Sierra
- Keep registrar login details stored securely and accessible
- Notify Sierra before switching registrars or purchasing a new domain
- Follow provided DNS instructions exactly
- Contact Sierra Support early if instructions feel unclear
Troubleshooting & Common Questions
Troubleshooting Common Issues
-
My site or email stopped working after a domain change
DNS changes can take time to propagate, but unexpected behavior should be reviewed by Sierra Support. -
I made a change in my registrar and now things are broken
Submit a DNS update request as soon as possible so the issue can be assessed and corrected. -
I’m not sure who manages my domain
Check your registrar billing emails or contact Sierra Support for help identifying ownership.
FAQs
-
Do I still own my domain if Sierra manages DNS?
Yes. You retain full ownership of your domain. -
Can I manage DNS myself instead?
For stability and support reasons, Sierra manages DNS for active websites. -
How long do DNS changes take?
Most changes propagate within a few hours, though some may take up to 48 hours. -
Will DNS changes affect my SEO?
Incorrect changes can. Centralized DNS management helps reduce that risk.