We've been working on improving our database and intranet to respond better to people working on the support team to make things easier and faster for them to respond to your queries quicker.

We've also been working on the billing and payment processing system trying to work out why some client transactions get declined even though the card is valid and they tell us they have plenty of money in their credit card account. We have contacted our bank to find out why and our bank has told us our clients bank has declined the transaction and that it has nothing to do with our merchant account or bank and can only be resolved by our client contacting their bank to find out why. We have changed our process and do our best to offer the full code and description we receive. We also do our best to keep your account active to allow you to resolve the issue. .

I've been clearing out some of our old systems in preparation for the first of the mass-migrations, and will be sending out the last of the emails to affected customers by Friday this week. This is a big step for us, as it means we have to restructure more or less our entire internal network; so the going is slow as keeping everything functioning throughout the move is a top priority.

This week's has been fairly smooth for support, numbers are a little high and things have been consistently busy however there have been no major issues so we've been able to keep on top of things in terms of support. Once again I'd like to remind client to give us as much info as possible when submitting queries, things such as the domain in question, or the URL you are having problems with often get left out which causes delays in resolving your issues for you.

There is nothing much to report this week except that we are focused on releasing a new version of internal billing system.