M6.Net  Weekly  News    February 23 2005

Michael Guilfoyle
Director

Last weekend there was a strange issue with the DNS server - which was caused by a bug in the automation script. This bug has been fixed and we always backup the DNS records every 15 minutes on top of being able to recover all DNS entries from a complete reset from the Database which is where the DNS records are created from in the first place.

A lot more support team training and recruiting is happening to continually improve performance and quality. It would be most helpful to us - who in turn help you - if you can submit queries  via the control panel or by sending them via email to support@m6.net - do not send support queries to any "people"@m6.net or reply to the newsletter as they just get forwarded on to support. Of course if you are upset or feel there is a problem with our system or a failure of our process or procedures you can always contact me at michaelg@m6.net . If I get general support requests I forward them on to support@m6.net . I am after issues which I can use to improve the processes, procedures, methods or systems which are failing you.

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Gavan O'Connor-Risch
Network Administrator

Network Administration

The support team is doing well and has improved the quality of the responses with the latest training schedules. There are still delays in fixing some issues. The main reason for this is that we do not get a complete detail of the problem in the very first request from some clients.

Even if it is a simple problem, please write as much detail as possible. Please explain, completely, what is happening, what you tried, any error messages you received and for how long it has been happening.

Thank you – this will help us improve support even more.