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M6.Net Weekly News June 8 2005 |
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Welcome | |
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81% of all our support queries are being answered in less than 6 hours
which is terrific. We are currently recruiting and training more
support staff to ensure we continue and exceed this. The other area
that we are are working to improve in our support is how the
responses are written. Personally I hate it when I receive support
queries from service companies I use, that give short, sharp one
liners or a response that does not make sense. I also know this is
one area we can improve in. I review past support queries and
responses from time to time, and I pull up people on how they write.
My writing skills certainly are not the greatest - what is important to me is that within each of the responses written each support person communicates in a human and friendly manner. We seriously care about hosting and the services we provide and it is important to me that this is reflected in our support responses. If you ever receive a support response that you did not feel was friendly or was a little short and sharp please forward it to me so I may help the support person improve their communication skills - michaelg@m6.net |
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Network Administration |
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This week I have been busy continuing server cleanups and procedure documentation, along with a .Net issue on one of the servers which is now resolved. This week I will be continuing the cleanups of the newer servers and mail/database servers, and will be getting in some backup admin shifts to free up time for myself to focus on some priority tasks. |
 Josh McDougall Support Coordinator |
Support and Customer Service | |
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This week I am looking into
ways of training our staff in some of the more advanced
queries we have to deal with. (SSL, SQL, etc) This will
increase our staff’s expertise and also reduce waiting
times for these more advanced queries.
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[Photo coming soon] Michael Nordling Chief Software Engineer |
Development and New Technology | |
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We have been fine tuning the fraud
detection system over the past few days and automated the deletion
of suspect new accounts. This has been done to protect our existing
clients. We have also continued the work on the control panel and
are implementing some changes that the beta testers have requested.
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M6.Net Always On. Always Performing. Always Hosting.
http://www.m6.net/ : Control Panel : http://www.copanel.com/ Past Newsletters: http://www.m6.net/newsletter
