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M6.Net Weekly News April 13 2005 |
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Welcome | |
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Another good week with everything running smoothly. There is always the
usual day to day details an issues but the team is handling them
well. The support queue is consistently staying around 10 queries or
less at any one time, this means over 80% of queries are answered
within an hour or so. I have a new person starting this week, Josh,
who will be taking on the role of Technical Support Leader to
improve our performance and quality in the technical support area. Some of you may find this hard to believe - I am pinching myself too - the new control panel is complete and working. We have another round of people beta testing it. Over the coming weeks we will be inviting more and more clients to beta test as we get close to a full release. |
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Network Administration |
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A Busy week saw bandwidth
issues with two servers arise, a mail server queue issue and
.Net resource issues on another server. We have been able to
rectify all issues quickly and currently there are no major
problems.
This week I will be upgrading
our mail servers to the new version of Smarter Mail, and
will be testing Service Pack 1 for Windows Server 2003 on a
non-client server. I will also be working on self-management
and organisation techniques to adapt to new responsibilities
within my role as Lead Network Engineer. A quick note about
the emails that went out to all clients regarding the SMTP
authentication change - the proper date should read April
30th, not 31st - my apologies for this :)
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 Kunal Kochhar Support Coordinator |
Support and Customer Service | |
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Hi All! It was
another good week with the support queue being maintained
properly and the response time being fast as well. Many of
the issues have been addressed and resolved in first
response. I do understand that some issues have gone way too
long and had taken quite a long time to be fixed. However,
we try our best in order to provide support on such issues
which might be new to our team.
The coming week we will be focusing on maintaining the quick response support and quality customer service. Tip of the week: It is useful to have a domain pointer added instead of creating a new domain which might point to the same website. A domain pointer can be added through your control panel directly. This will save your number of domains as well :-) |
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[ Photo Coming soon ] Patrick Lim Lead Developer |
Development and New Technology | |
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After a long week doing roll outs of components, testing and debugging, we have given our self a little break to think about some of the potential risk we discovered during the past week. As our team grows, managing shared projects by multiple developers are getting harder and harder. To overcome this problem, we have held lengthy discussions to improve the communication in the team. We have created an internal “wiki” for all our projects where we can share thoughts and ideas in a central way. On the diagnosis report, we have successfully rolled out the first phase and we are still testing on some machines. |
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