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M6.Net Weekly News May 18 2005 |
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Welcome | |
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I am working on Premium Hosting plans and Dedicated Servers Plans at
the moment. I have seen many people ask me about these in the last
few months and now with Josh leading the Technical Support Team and
Gavan getting more and more control over the network administration
I feel it's time to bring on some new products. These will take some
time to roll out over the US Summer. I do regularly receive emails from clients to help them with issues. I pass them straight on to support and I CC them to Josh to ensure they get done. I don't work on servers, although I used to and do from time to time enjoy jumping on and poking around.. but no.. I have to stop myself.. that is not an efficient way of running M6.Net. My Job is to ensure the overall direction of all functions of M6.Net and that it is heading in the right direction. Plus Josh and the support team have a much greater base of knowledge, skill and experience to resolve the everyday hosting issues people experience, quickly - that is what they are there for. I consider the issues from a broad process view to see if, how and/or where we can improve as a whole. I send on client queries to Josh and simply check with Josh and the support team that they get answered. I am also working with Priyanka, guiding the creation of a Hosting Resource Directory - a place of links, code and tools to help people like yourself get more out of hosting. If you have any requests or ideas for the HRC (Hosting Resource Directory) please email me at michaelg@m6.net |
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Network Administration |
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This week has been a good one, allowing me to concentrate on internal tasks and management. I have had Leo help out with some admin procedures over the past few days which has also given me more time to focus my attention on some of the more important jobs currently on my plate. We have a new db server now setup and a new web server coming soon, which will allow us to perform more server balancing tasks by moving some accounts off servers which are not performing as well as they could be |
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[ Photo Coming soon ] Josh McDougall Support Coordinator |
Support and Customer Service | |
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This week I have been mainly trying to get my mind around complaints and why they are happening. It appears that a lot of complaints start by poor communication between shifts and people within M6.net when doing basic things like DNS. In a lot of these complaints I have seen that we solve the problem in a lot of cases but we aren’t communicating well enough back to the clients letting them know what is/has happened and if any delays are expected. Complaints are small in number (less than 10 a week) and out of 3500 clients that's pretty good. But pretty good isn't what is going to make M6.Net great. I do not believe anyone of our clients should feel the need to complain. Other than a few silly little problems that have been allowed to grow into bigger problems everything is going well. Given, I'm quite happy with the performance of the team as a whole. |
 Patrick Lim Lead Developer |
Development and New Technology | |
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This week we have found out a few
issues and bugs with the new control panel. These problems are
mainly related to synchronization of the database and permissions
not set correctly on some accounts. We are getting less bugs coming
from our current testers which is a good sign for us to start
releasing it to more people.
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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
