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M6.Net Weekly News July 7 2005 |
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Welcome | |
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Josh is starting to get the support team heading in the right
direction. He has been directed to improve the efficiency and
quality of support by improving internal communications and get
everyone focused on helping and communicating with clients like
yourself efficiently, effectively and clearly.
After each support shift each support person writes about their experiences on the shift and it is sent to an internal email list that goes to all key people involved in the support team. I can see everyone in the team is putting a lot of time and effort into letting others know about their experiences on their shift and important handover information. Handover information is client requests still in progress requiring others to do more work to resolve the query. I have seen a lot more of this with greater care, which means a lot of the more detailed client queries (the ones which can really cause you frustration) to be done properly and a lot faster. I can also see our overall metrics for support are improving. I can see Josh's "hands-on in the detail" with clients and team members is really paying off. Well done Josh and a big thank you to all in the support team for taking on these initiatives with such strong will power. We are gaining momentum with better service and support and back on track with our continual improvement program. To help us be the best we can for you, please feel free to send on any queries to me at michelg@m6.net where you feel the quality of support was not what you expected and I will pass them on to Josh. As a team we can discuss how we can improve our processes and better train and help support team members to help you do more with your hosting services. |
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Network Administration |
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This week I
have been putting together a project plan
for a major server upgrade/move for the core
M6.Net server. I have also been overseeing
the delegation of admin tasks to the support
team such as moving accounts and moving
databases. I have also been getting stuck in
to our new monitoring software and tweaking
it to work best for us.
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 Josh McDougall Support Coordinator |
Support and Customer Service | |
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In the last we have progressed in reducing the load on one of our database servers which became overloaded due to problems in the provisioing of new databases in our automation systems. We have moved more than 50 databases. We would like to request to our clients that if your database has been moved to a new server then please confirm with us ff everything is working. Once we have confirmation we can delete the database on the old server. We are planning to recruit two more support people in the coming 2-3 weeks as we are growing faster. |
 Michael Nordling Chief Software Engineer |
Development and New Technology | |
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Hello everyone and I hope our US
customers had a nice and relaxing Monday. We are working hard to get
the control panel out as soon as possible and this past week we have
been improving the support ticket pages for both normal clients and
reseller clients. We are also still fixing the permission dialog for
the new file manager, a few test cases are still not working. Apart
from this everything is moving ahead according to the plan.
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