If DNS fails, so does the Atera agent + Splashtop. If a customer has a DNS issue it is not possible to connect and resolve for them.

Atera Agent and Splashtop should do DNS queries, however if the DNS queries are unsuccessful they should fall back to either a list of hardcoded IPs or maintain a list of previously known working IP addresses. There is not really any reason for the Atera agent to get cooked if it can't do DNS resolution.