Best Practices for Communications {#id19CAA0E0QTS_id19CAA0M0IAX}
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This section includes suggestions for maintaining and troubleshooting your communication with `Cybersource` servers.

Communicating with `Cybersource` {#id19CAA0E0QTS_id19CAA0F03NW}
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`Cybersource` customers are responsible for the maintenance of their communication with `Cybersource` servers.  
Using the various networking tools which are available, customers can resolve the current host names of `Cybersource` servers locally. `Cybersource` applications should be set to direct requests of `Cybersource` hosts to a host name, as opposed to an IP address.  
Appreciating that some network applications (firewall software applications, for example) do not allow the use of host names, customers may perform a DNS lookup to resolve a `Cybersource` host name to an IP address; however, customers should be aware that it is their responsibility to maintain the timeliness of the IP resolution for a `Cybersource` host name.

Troubleshooting Communication Problems {#id19CAA0E0QTS_ts}
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While `Cybersource` works to maintain a dependable network environment to which the customer can send requests, the possibility exists for network disruption between `Cybersource` and the customer. In order to ensure that any service disruption has limited impact on the consumer, please be sure to keep the following in mind:

1. Put an order queue system in place: Customers should have a system that allows them to continue to receive orders from consumers. Such systems might include a database that collects all consumer information and then submits all the collected information once the connection to `Cybersource` has been re-established.
2. Collect the following information when working with `Cybersource` Customer Support to resolve connection problems:
   * When did you begin to see the problem (date and time)?
   * How often does the problem occur (all the time, sometime, during high volume)?
   * What is the exact behavior of the problem (what `Cybersource` error, what browser error, what specific details)?
   * What `Cybersource` service are they accessing (transaction service (which service: auth? bill?), transaction support screens, reports)?
   * What server(s) are you trying to access (ics2.ic3.com, cybersource.com)?
   * What IP address are they requesting this information from (please include this in your support request)?
   * What is the result of "nslookup" for the server that you are requesting (please include this in your support request)?
   * What are the results of "ping" and "tracert" for the server that you are requesting (please include this in your support request)?
   * What `Cybersource` client are you using (`Cybersource` client version number and platform)?
3. Send the above information to customer support for troubleshooting assistance.