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M6.Net Weekly News October 20, 2004 |
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Welcome | |
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Soon we will be implementing free HTML and Flash templates, images and
flash tidbits for you to use in your sites you can download from within
the control panel. I hope to have this added bonus ready for you
sometime next week. I have also organized new US toll free fax and phone numbers which should also be available next week. We will be working out a system here to handle incoming calls, as we only use the telephone for absolute critical support requests as it is not fair to the bulk of clients who use the support system properly, submitting queries via the control panel. Submitting queries via the control panel is the safest, most efficient way of getting support requests resolved fast. Also we will be offering some Photo hosting accounts very soon and will bundle free photo hosting accounts with our current hosting products - another added bonus. I'd also like to mention how impressed I am with Gavan, Kunal and Vijay. The three of them have handled the various changes in our team and the challenges faced in the last few weeks very calmly, efficiently and professionally. I have come to know this not just by watching and working with these guys but also from the many emails from clients pointing out how they have helped them and how thankful they are. Thank you for taking the time to do this Richard, Mike, Jan, Rick and Oma. |
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Network Administration |
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This week has been
fairly smooth, however you may have noticed one of our mail servers was
blacklisted yesterday, this was only one particular blacklist though so
it is not affecting all clients on the server. The issue has been
resolved and removal has been requested. It was due to an open relay
setting on the mail server. |
 Kunal Kochhar Support Coordinator |
Support and Customer Service | |
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Last week we had some problems with the
queries got stuck in the queue and hence we were not able to receive our
clients request. However, we fixed that problem and created some extra
shifts for our tech support agents. Within 2 days we were able to clear
about 350-400 pending queries. As I mentioned in my last newsletter about the phone support, we are further making it easier for our clients to reach us. We have got a toll free number direct to our Account Managers desk and that should be active in two to three days or so! :-) This week our main focus will be to train our Tech Support Engineers more and more on technical stuff, like on SSL and few more mail server settings. So that the support queries are resolved instantly and they don't have to wait for a more senior member to come in and fix those issues. One more request: please send us the complete detail of the problem. Like error messages, what you did to get the error and also a test URL, through which we can check the problem. One suggestion when using JMAIL or ASPMail for form to email functionals, use your account IP address as the mail server and not your actual email account address. As there is a mailserver setup on every web server to handle these functions. |
